The University of Texas at Austin is hiring a Desktop Support Specialist

The University of Texas at Austin is hiring a Desktop Support Specialist for its College of Liberal Arts. In this role, you will provide technical support to faculty and staff, triaging and resolving help desk requests via phone, chat, and in-person. As the face of support for Liberal Arts Instructional Technology Services (LAITS), you will ensure a best-in-class customer service experience.

What You'll Do

• Triage, resolve, escalate, and document help desk requests submitted by phone, chat, in-person, and remotely.
• Provide in-person and remote technical assistance to analyze, troubleshoot, diagnose, document, and resolve software, hardware, and network problems.
• Interact and communicate with peers and customers in a professional, client-focused manner while working both in a team setting and independently.
• Utilize JAMF and SCCM to manage software deployments, packages, and configurations.
• Conduct office moves and setup of computer equipment, phones, and occasional boxes and supplies.
• Other duties as assigned.

What We're Looking For

• Professional experience providing customer service.
• Experience installing and supporting hardware, software, and networked systems in a multi-protocol environment.
• Demonstrated experience in IT customer service and/or help desk environment.
• Excellent interpersonal skills, including verbal, nonverbal, and written communication.
• Demonstrated ability to work as part of a team and independently with limited direction.
• Ability to maintain and manage information and documentation in an organized manner.
• Relevant education and experience may be substituted as appropriate.

Nice to Have

• Bachelor's degree.
• More than 1 year of experience supporting Windows and macOS computers in a networked environment.
• Experience supporting a wide variety of commercial and educational software applications.
• Experience using IT customer support systems and remote desktop technologies.
• Experience supporting wired and wireless networks.
• Professional experience in a university setting.

Technical Stack

• Amazon Connect
• BeyondTrust Remote Support
• JAMF
• SCCM

Team & Environment

You will join a Computer Support team as part of Liberal Arts Instructional Technology Services (LAITS), reporting to a manager, director, or team lead.

Benefits & Compensation

• Compensation: $45,000+ Depending on Qualifications
• 100% employer-paid basic medical coverage for employee
• Optional medical insurance for dependents with up to 50% employer-paid
• Optional dental, vision, and term life insurance for employees and dependents
• Paid holiday time off each year
• 12 days of paid vacation time off per year for new employees
• 12 days of paid sick leave per year
• Matching contribution to Teacher Retirement System (TRS)
• Staff Tuition Assistance Program
• Access to Recreation & Health Facilities

Work Mode

This role is onsite at the UT MAIN CAMPUS.

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status.