Service Desk and Field Services Technician

Job Posting Title:

Service Desk and Field Services Technician

Hiring Department:

Cockrell School of Engineering

Position Open To:

All Applicants

Weekly Scheduled Hours:

40

FLSA Status:

Exempt

Earliest Start Date:

Immediately

Position Duration:

Expected to Continue

Location:

UT MAIN CAMPUS

Job Details:

General Notes

As a top-10 engineering school with the No. 1 program in Texas, 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. The Center for Transportation Research (CTR) is a multidisciplinary and multimodal research institute situated within the Cockrell School. With 11 undergraduate and 13 graduate programs, over 20 research centers and a faculty community that boasts one of the highest number of National Academy of Engineering members among U.S. universities, Texas Engineering has launched some of the nation’s most accomplished leaders and pioneered world-changing solutions in virtually every industry, from space exploration to energy to health care. Situated in the heart of Austin – named “America’s Coolest City” by Expedia and “The Best Place to Live in the U.S.” by U.S. News and World Report – the Cockrell School embodies the city’s innovative spirit. Major companies with Austin campuses, such as Dell, National Instruments, Apple, IBM, Samsung, Google, and many others, continue to recruit Cockrell School students at a remarkable rate, launching thousands of successful careers and developing Texas Engineers into industry leaders.

UT Austin, recognized by Forbes as one of America’s Best Large Employers, 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 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

Purpose

Share responsibility for sustaining the daily operations of Service Desk & Field Service. Responsible for desktop, laptop, printer and peripheral support. Devotes significant percentage of work schedule to providing technical support on Main campus; as well as at PRC and WPR locations.

Responsibilities

• Effective handling of Service Desk phone support, web client requests, and in-person customer service requests while accurately notating requests in work order tools to provide professional, courteous, and precise communications to customers.
• Daily hands-on troubleshooting/resolution support of WindowOS, MacOS, networking, printers, peripherals, software, and underlying infrastructure (via remote assistance or on-site).
• Provide rapid front-line knowledgeable assistance in a variety of IT areas (Research Centers, Academic Departments, and Administrative Units to faculty, researchers, staff, and students).
• Direct administration of systems, including setup, configuration, operation, network connectivity, VoIP, security and application installation, update, patching and licensing.
• Help ensure compliance with all governing policy: Federal, State, UT System, Campus, School and funding agency requirements.

Required Qualifications

• Knowledge of a broad spectrum of hardware, software, and networking IT components, from system administration to installation, operations, and troubleshooting with MS Windows, Apple, domains, directory and account services, application configuration, user accounts, security systems, protocol layering and much, much more.
• Knowledge of active directory, imaging tools, and remote support tools.
• Excellent customer service and interpersonal skills.
• Effective communications with both technical and non-technical employees.
• Ability to work as part of a team and independently.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Deep networking expertise with ability to provide primary support for Engineering’s local area network and coordinate network planning, installations, upgrades and maintenance. Provide primary administration of subnets, VLANs, switches and DNS.
• Linux expertise.
• Articulate and collaborative with the ability to make things happen.
• Imaginative and industrious.

Salary Range

$65,000 + depending on qualifications

Working Conditions

• Will lift, climb ladders and use power tools daily, frequent bending, pushing/pulling gear, and lifting up to 75 lbs.
• Use of manual dexterity
• Repetitive use of a keyboard at a workstation

Work Shift

• Standard work schedule is Monday – Friday, 8:00 a.m. – 5:00 p.m.
• Periodic work outside of normal business hours, to include early mornings, evenings, and weekends, will be required on an occasional basis for special projects and events.

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 that ALL Required 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.