Description
The Technology Support Specialist position provides standard desktop technical support to staff and students, aligning with the department's and University's goals. The role operates under general supervision, escalating unusual or exceptional issues to the supervisor.
Key responsibilities include delivering excellent customer service, performing installation, setup, configuration, and ensuring network connectivity of university computing devices and peripherals. The position provides intermediate to advanced technical support and troubleshooting for all IT-related issues. It involves conducting research and analysis to resolve unique computing problems related to hardware, software, or system functional specifications.
This role requires interaction with end-users to offer professional consultation on university computing systems, peripherals, software, and information security. Strong written, oral, listening, and interpersonal skills are essential. Monitoring email and ticketing systems to respond to user requests promptly is a key part of the job. The position also involves planning and implementing daily schedules within a team environment and following verbal and written directions.
Coordination or participation with internal Information Technology staff for enterprise problem resolution is required, as well as managing the flow of information between users, IT, and other departmental technical support staff. Maintaining integrity and ethical behavior when handling confidential information is crucial. Additional responsibilities and duties may be assigned by the supervisor.
Minimum Education and Experience
Associate's degree in a related field or equivalent IT certifications with 2 years of related work experience or an equivalent combination of education and experience.
Preferred Education and Experience
- In addition to the minimum qualifications, a bachelor's degree and 5 years of hands-on desktop technical support experience are preferred.
- Prior experience should include familiarity with multiple operating systems, installation of current Microsoft Windows/Apple operating systems, equipment, and software.
- Excellent customer service skills with the ability to build customer relationships.
- Experience with ggLeap esports venue management software or esports related game titles and software.
Essential Duties and Responsibilities
- Oversee day-to-day desktop computing and network support for approximately 250 staff members within the Division of Student Affairs.
- Support the Student Affairs technology service request system.
- Support division staff with specialty software, desktop computing hardware, printers and peripherals.
- Stay abreast of university policies and relevant laws relating to data governance and information security, ensuring Student Affairs remains in compliance.
- Support the specialty technology and media within the Gaming & Esports Center, the Student Media center, and other Student Affairs areas.
- Represent Student Affairs on technology-oriented campus-wide committees and working groups.
- Provide division-wide training and informational workshops.
- Apply systems analysis techniques and procedures, including consulting with users to determine hardware, software, or system functional specifications.
- Build system images, deploy software, produce documentation, and test computer systems and programs.
Additional Information
Remote Work Notice
After the probationary period, this role may be eligible for a hybrid (partly remote/partly in office) work schedule, subject to business need and manager approval. Must be located within the DFW Area and have the ability to be on campus with 24 hours of notice. A UT Dallas Remote Work Agreement will be required within 14 days after approval.
What We Can Offer
UT Dallas is an Equal Opportunity Employer with an employee-friendly and supportive work environment. Our comprehensive compensation and benefits package that is effective as of your hire date includes:
- Competitive Salary
- Tuition Benefits
- Internal Training
- Medical insurance – including 100% paid employee medical coverage for full-time employees
- Dental Insurance
- Vision Insurance
- Long and short-term disability
- Retirement Plan Options
- Paid time off
- Paid Holidays
All UT Dallas employees have access to various professional development opportunities, including a membership to Academic Impressions, LinkedIn Learning, and UT Dallas Bright Leaders Program.
Visit https://hr.utdallas.edu/employees/benefits/ for more information.
About Us
UT Dallas is a top public research university located in one of the nation's fastest-growing metropolitan regions. Our seven schools offer more than 140 undergraduate and graduate programs, plus professional certificates and fast-track programs. Our student body is 31,000 strong, reflecting students from over 100 countries and a multiplicity of identities and experiences. UT Dallas is committed to graduating well-rounded members of the global community whose education has prepared them for rewarding lives and productive careers in a constantly changing world.
The University has a variety of programs and initiatives to support engagement and success for all members of the campus community. Employee benefits include a range of physical and mental wellness resources. “LilyPad” lactation facilities are located throughout the campus. There are several Employee Resource Groups (ERGs) comprised of individuals who share common interests to help build community among UT Dallas faculty and staff (e.g., Universal Access ERG, Military and Veteran ERG, UT Dallas Young Professionals).
Rich with visual and performing arts venues, museum districts, professional and semi-professional athletics teams, botanical gardens, accessible trails and so much more, the Dallas-Fort Worth (DFW) metroplex has something for everyone to explore. UT Dallas partners with regional higher education institutions and school districts and with the Richardson Innovation Quarter (Richardson IQ), a major hub for innovation, entrepreneurship, and educational activities.
Important Message
1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. EOE, including disability/veterans. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.
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