The University of Texas at Austin
Desktop Support Specialist, Department of Aerospace Engineering and Engineering
The University of Texas at Austin, Austin, Texas, us, 78716
Job Posting Title:Desktop Support Specialist, Department of Aerospace Engineering and Engineering Mechanics
----Hiring Department:Department of Aerospace Engineering and Engineering Mechanics
----Position Open To:All Applicants
----Weekly Scheduled Hours:40
----FLSA Status:Non-Exempt
----Earliest Start Date:Immediately
----Position Duration:Expected to Continue
----Location:UT MAIN CAMPUS
----Job Details:General Notes
As a top-10 engineering school, the Cockrell School of Engineering at The University of Texas at Austin has been a global leader in technology innovation and engineering education for over a century. As the new space age emerges, the Department of Aerospace Engineering and Engineering Mechanics at The University of Texas at Austin continues its long history of being a world leader across a breadth of disciplines. Teaching and research activities take place in the areas of space engineering/science, aviation, robotics, computation, mechanics and more. At UT Aerospace, where our academic programs rank among the top 10 in the nation, the sky is not the limit!UT Austin provides outstanding employee benefits and total rewards packages that include:Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
Voluntary Vision, Dental, Life, and Disability insurance options
Generous paid vacation, sick time, and holidays
Teachers Retirement System of Texas, a defined benefit retirement plan, with 8.25% employer matching funds
Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
Flexible spending account options for medical and childcare expenses
Robust free training access through LinkedIn Learning plus professional conference opportunities
Tuition assistance
Expansive employee discount program including athletic tickets
Free access to UT Austin's libraries and museums with staff ID card
Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card
Purpose
The Desktop Support Specialist is an essential member of the Aerospace Engineering and Engineering Mechanics team which provides technical expertise and assistance to faculty, staff, researchers, and students in support of highly computational and interdisciplinary cutting-edge research. The Specialist supports and maintains department computer hardware and peripherals, including installing, diagnosing, repairing, maintaining, and upgrading all desktop hardware while ensuring optimal system and network performance. The Specialist will provide critical customer support by troubleshooting problem areas in a timely and accurate fashion and providing end-user assistance to the faculty, staff, and students of the department.Responsibilities
Provide in-person user support and troubleshooting for software applications on laptops and desktops running Linux, macOS, and Windows.
Provide skilled technical work related to the installation and maintenance of software and hardware in a personal computer environment.
Maintain and update customer support interactions and resolutions using established ticketing system.
Help define, implement, and support network solutions for the department's printing facilities.
Responsible for assisting with inventory management and the performance of annual equipment inventory.
Participate in other system related activities including purchasing supplies, networking, and other position functions as assigned.
Assist users and troubleshoot audio-visual issues in the ASE classrooms, conference rooms and meeting spaces.
Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
Other related functions as assigned.
Required Qualifications
1-3 years of experience with computer and peripheral operations, installation, and troubleshooting.
Experience using directory services and remote access tools.
1-3 years of demonstrated experience in IT customer service and/or help desk environment.
Experience with email clients, setup and support of email services in a personal computer environment.
Experience providing support for Microsoft Outlook, calendaring, and Office 365.
Familiarity with Linux, Mac, and Windows operating systems.
Excellent written and oral communication skills, a strong command of the English language and the ability to effectively communicate with both technical and non-technical users.
Demonstrated customer service mindset with the ability to work with minimal supervision in a fast-paced environment with accuracy and attention to detail using sound decision making, problem solving and critical thinking skills.
Ability to work independently and with team members.
Demonstrated ability to show initiative to solve problems and manage multiple priorities.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Bachelor's degree in Computer Science or equivalent.
Three (3) or more years' experience in IT customer service and/or help desk environment working closely with faculty, staff, research staff, and students.
Experience with triaging help desk incidents and requests in a central ticketing system in a multi-tier IT support environment.
Experience in a higher education IT support setting.
Familiarity with university-level desktop security requirements and IT resources.
Familiar with the following tools: MECM, Jamf, Office 365 Suite, macOS Terminal (Bash/Zsh), OneDrive/SharePoint, Box.com (Enterprise), Zoom, Virtual OS Applications (e.g., VBox, VMware Fusion, Parallels, WSL).
Equivalent combination of relevant education and experience may be substituted as appropriate.
Salary Range
$55,000 + depending on qualificationsWorking Conditions
Repetitive use of a keyboard at a workstation.
Climbing of stairs.
Lifting and moving.
Work Shift
Monday - Friday, 8am - 12pm; 1pm - 5pm
Position is eligible for flexible work schedule
Required Materials
Resume/CV
3 work references with their contact information; at least one reference should be from a supervisor
Letter of interest
Important for applicants who are NOT current university employees or contingent workers : You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.Important for Current university employees and contingent workers:
As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. Before you apply though, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile. This information will be pulled in to your application. The application is one page and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials noted above.----Employment Eligibility:Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
----Retirement Plan Eligibility:The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
----Background Checks:A criminal history background check will be required for finalist(s) under consideration for this position.----Equal Opportunity Employer: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 in employment, educational programs and activities, and admissions.----Pay Transparency:The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.----Employment Eligibility Verification:If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.----E-Verify:The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:E-Verify Poster (English) [PDF]E-Verify Poster (Spanish) [PDF]Right To Work Poster (English) [PDF]Right To Work Poster (Spanish) [PDF]----Compliance:Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.
----Hiring Department:Department of Aerospace Engineering and Engineering Mechanics
----Position Open To:All Applicants
----Weekly Scheduled Hours:40
----FLSA Status:Non-Exempt
----Earliest Start Date:Immediately
----Position Duration:Expected to Continue
----Location:UT MAIN CAMPUS
----Job Details:General Notes
As a top-10 engineering school, the Cockrell School of Engineering at The University of Texas at Austin has been a global leader in technology innovation and engineering education for over a century. As the new space age emerges, the Department of Aerospace Engineering and Engineering Mechanics at The University of Texas at Austin continues its long history of being a world leader across a breadth of disciplines. Teaching and research activities take place in the areas of space engineering/science, aviation, robotics, computation, mechanics and more. At UT Aerospace, where our academic programs rank among the top 10 in the nation, the sky is not the limit!UT Austin provides outstanding employee benefits and total rewards packages that include:Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
Voluntary Vision, Dental, Life, and Disability insurance options
Generous paid vacation, sick time, and holidays
Teachers Retirement System of Texas, a defined benefit retirement plan, with 8.25% employer matching funds
Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
Flexible spending account options for medical and childcare expenses
Robust free training access through LinkedIn Learning plus professional conference opportunities
Tuition assistance
Expansive employee discount program including athletic tickets
Free access to UT Austin's libraries and museums with staff ID card
Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card
Purpose
The Desktop Support Specialist is an essential member of the Aerospace Engineering and Engineering Mechanics team which provides technical expertise and assistance to faculty, staff, researchers, and students in support of highly computational and interdisciplinary cutting-edge research. The Specialist supports and maintains department computer hardware and peripherals, including installing, diagnosing, repairing, maintaining, and upgrading all desktop hardware while ensuring optimal system and network performance. The Specialist will provide critical customer support by troubleshooting problem areas in a timely and accurate fashion and providing end-user assistance to the faculty, staff, and students of the department.Responsibilities
Provide in-person user support and troubleshooting for software applications on laptops and desktops running Linux, macOS, and Windows.
Provide skilled technical work related to the installation and maintenance of software and hardware in a personal computer environment.
Maintain and update customer support interactions and resolutions using established ticketing system.
Help define, implement, and support network solutions for the department's printing facilities.
Responsible for assisting with inventory management and the performance of annual equipment inventory.
Participate in other system related activities including purchasing supplies, networking, and other position functions as assigned.
Assist users and troubleshoot audio-visual issues in the ASE classrooms, conference rooms and meeting spaces.
Conduct office moves and setup of computer equipment, phones, and occasional boxes and/or supplies.
Other related functions as assigned.
Required Qualifications
1-3 years of experience with computer and peripheral operations, installation, and troubleshooting.
Experience using directory services and remote access tools.
1-3 years of demonstrated experience in IT customer service and/or help desk environment.
Experience with email clients, setup and support of email services in a personal computer environment.
Experience providing support for Microsoft Outlook, calendaring, and Office 365.
Familiarity with Linux, Mac, and Windows operating systems.
Excellent written and oral communication skills, a strong command of the English language and the ability to effectively communicate with both technical and non-technical users.
Demonstrated customer service mindset with the ability to work with minimal supervision in a fast-paced environment with accuracy and attention to detail using sound decision making, problem solving and critical thinking skills.
Ability to work independently and with team members.
Demonstrated ability to show initiative to solve problems and manage multiple priorities.
Relevant education and experience may be substituted as appropriate.
Preferred Qualifications
Bachelor's degree in Computer Science or equivalent.
Three (3) or more years' experience in IT customer service and/or help desk environment working closely with faculty, staff, research staff, and students.
Experience with triaging help desk incidents and requests in a central ticketing system in a multi-tier IT support environment.
Experience in a higher education IT support setting.
Familiarity with university-level desktop security requirements and IT resources.
Familiar with the following tools: MECM, Jamf, Office 365 Suite, macOS Terminal (Bash/Zsh), OneDrive/SharePoint, Box.com (Enterprise), Zoom, Virtual OS Applications (e.g., VBox, VMware Fusion, Parallels, WSL).
Equivalent combination of relevant education and experience may be substituted as appropriate.
Salary Range
$55,000 + depending on qualificationsWorking Conditions
Repetitive use of a keyboard at a workstation.
Climbing of stairs.
Lifting and moving.
Work Shift
Monday - Friday, 8am - 12pm; 1pm - 5pm
Position is eligible for flexible work schedule
Required Materials
Resume/CV
3 work references with their contact information; at least one reference should be from a supervisor
Letter of interest
Important for applicants who are NOT current university employees or contingent workers : You will be prompted to submit your resume in the first step of the online job application process. Then, any additional Required Materials will be uploaded in the My Experience section; you can multi-select the additional files or click the Upload button for each file. Before submitting your online job application, ensure thatALLRequired Materials have been uploaded. Once your job application has been submitted, you cannot make changes.Important for Current university employees and contingent workers:
As a current university employee or contingent worker, you MUST apply within Workday by searching for Find Jobs. Before you apply though, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile. This information will be pulled in to your application. The application is one page and you will need to click the Upload button multiple times in order to attach your Resume, References and any additional Required Materials noted above.----Employment Eligibility:Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.
----Retirement Plan Eligibility:The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.
----Background Checks:A criminal history background check will be required for finalist(s) under consideration for this position.----Equal Opportunity Employer: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 in employment, educational programs and activities, and admissions.----Pay Transparency:The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.----Employment Eligibility Verification:If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.----E-Verify:The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university's company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:E-Verify Poster (English) [PDF]E-Verify Poster (Spanish) [PDF]Right To Work Poster (English) [PDF]Right To Work Poster (Spanish) [PDF]----Compliance:Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.