Desktop Support Specialist, UT Libraries

Job Posting Title:

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Hiring Department:

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Position Open To:

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Weekly Scheduled Hours:

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FLSA Status:

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Earliest Start Date:

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Position Duration:

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Location:

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Job Details:

General Notes

The University of Texas Libraries advances teaching, catalyzes research, and democratizes learning in order to develop critical thinkers and global citizens. As an essential campus partner in building a rich research and learning ecosystem, we are committed to creating and sustaining a community that welcomes and respects all individuals, celebrates different perspectives and experiences, and fosters belonging. To learn more about UT Libraries, please visit our website: https://www.lib.utexas.edu/

Purpose

UT Libraries Desktop Support Services supports the main library (PCL), eight branch and facility locations across the main campus, and one location at the Pickle Research Campus. As part of a team, this position provides computer support to maintain and improve the services provided by the University of Texas Libraries to its patrons and staff.

Responsibilities

• Respond in a timely manner to service issues and requests in JIRA. Responsible for the installation, security, and maintenance of Windows and Mac public and staff workstations. Update and maintain inventory database records.
• Provide user support for library applications which includes the installation and maintenance of licensed software applications. Provide support for Microsoft Outlook, calendaring, and the Office 365 tool set.
• Continuously improve the process by which we build and deploy new PCs and Macs to staff and public service areas. Support and manage Macs through JAMF. Support and manage PCs through SCCM. Use Active Directory to manage user groups and create computer accounts.
• Assist with staff checkout laptops, hardware inventory, and checkout reservations. Coordinate with Teaching and Learning Services to ensure classroom laptops are up to date.
• Assist in the maintenance and operation of staff and public printers. Responsible for installing supplies for staff and public printers.
• Special projects as assigned.
• Other related functions as assigned.

Required Qualifications

• Demonstrated experience in IT customer service and/or help desk environment. Experience installing and supporting hardware, software, and networked systems in a multi-protocol environment.
• Experience supporting end-user IT hardware and software in either a managed Mac OS or Windows environment.
• Knowledge of computer and peripheral operations, installation, and troubleshooting.
• Knowledge of directory services and remote access support tools for Mac OS or Windows computers.
• Excellent written and verbal communication skills with particular focus on customer service.
• Evidence of ability to troubleshoot and solve novel IT problems.
• Evidence of initiative, creative energy, and resourcefulness.
• Proven ability to work collaboratively and efficiently in a fast-paced and evolving environment where flexibility is essential.
• Commitment to creating a welcoming environment for all libraryusers.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Three or more years of directly related experience for the required knowledge, skills, and training listed above.
• Experience working with students, faculty, and/or staff in a university computing environment.
• Experience with automated deployments of Windows and Mac OS computers.
• Experience supporting Windows or iOS mobile devices.
• Experience using System Center Configuration Manager to image and support Windows computers.
• Experience using JAMF to support Mac OS computers.
• Experience supporting digital media labs.

We want to emphasize that the preferred qualifications are not required and that we are committed to helping our future colleagues develop these preferred skills.

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident.

Salary Range

$50,000 + depending on qualifications

Working Conditions

• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Use of manual dexterity.
• Climbing of stairs.
• Occasional Weekend and evening work may be required.
• Lifting objects, bending, kneeling, walking, standing.
• Lifting and moving up to 42 pounds
• Typical library conditions.
• Use of UT-owned golf cart as transportation between on-campus work sites.

Work Shift

Monday - Friday, between 7am - 6pm, as coordinated with supervisor. This position will be fully on-site.

Required Materials (PDF preferred)

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

During your application, you will be asked the following questions:

• Tell us about a time where you took steps to understand someone's background or perspective so you could better help them solve a problem.
• Describe what you consider a managed computing environment to be.
• Please provide an example of an experience with a user that didn't go as planned. What did you learn from it?

Importantfor applicants who are NOT current university employees or contingent workers:You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. 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 UT Jobs. If you are a current University employee, 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 before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questionspresented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

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Retirement Plan Eligibility:

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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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.

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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.

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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.

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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 and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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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.