Senior Desktop Support Specialist

The McCombs Technology Solutions team at the University of Texas at Austin is seeking a Senior Desktop Support Specialist to support the workstation fleet across the McCombs School of Business. This onsite role focuses on system-level administration and day-to-day support for users and hardware, covering workstation lifecycle management, networking troubleshooting, and end-user security.

Role focus

In this position, you will provide in-person desktop support for Windows and macOS, administer the Computer Lifecycle Management Program, and help ensure end-user devices and peripherals follow information security and industry best practices. You will also coordinate basic network management tasks with the campus-level network support team and support documentation and service desk coordination as needed.

Responsibilities

• Provide in-person user support and hardware troubleshooting for Windows, macOS, and related software.
• Administer the Computer Lifecycle Management Program.
• Implement and enforce information security and industry best practices for end-user devices and peripherals.
• Provide basic network management and troubleshooting in coordination with the campus-level network support team.
• Assist with inventory management and perform annual equipment inventory.
• Document processes clearly and concisely, maintaining accurate information across multiple systems including the knowledge base, ticketing system, and inventory records.
• Collaborate with team members on projects and departmental initiatives.
• Provide customer application consulting, evaluation, and recommendations.
• Assist with the management of the Service Desk as needed.

Requirements

• Professional experience managing a business or enterprise Windows OS fleet in a centrally managed environment, including tools such as SCCM/MECM, Intune, Active Directory, and Group Policy.
• Familiarity with commonly used concepts and tools for supporting and maintaining macOS.
• Knowledge of ITSM and ITIL concepts and practices.
• Process-oriented approach with strong documentation skills, including ability to create and maintain technical and operational documentation.
• Core understanding of information security best practices and networking fundamentals.
• Ability to work independently with minimal supervision and as part of a team.
• Strong communication and customer service skills, with attention to detail, decision-making, problem-solving, and critical thinking.

Technologies

• Windows OS, macOS
• SCCM/MECM, Intune, Active Directory, Group Policy
• ITSM, ITIL, PowerShell (including MECM)
• Jamf, Code42
• ServiceNow
• OneDrive/SharePoint/Office 365, Box
• VBox/VMware Fusion, Parallels

Preferred qualifications

• Bachelor’s degree in a relevant field and three years of relevant experience.
• Relevant certifications and/or professional development education.
• Tier 2 and 3 desktop support experience.
• Experience managing a computer lab environment.
• Understanding of PowerShell scripting fundamentals.
• Ability to manage multiple tasks and projects with tight deadlines.
• Experience with tools including MECM, Jamf, Code42, ServiceNow, OneDrive/SharePoint/Office 365, Box, VBox/VMware Fusion, and Parallels.

Salary and working conditions

The salary range is $60,000 - $65,000 per year, depending on qualifications. The schedule is Monday through Friday, 8am–5pm onsite in Austin, TX.

• Repetitive use of a keyboard at a workstation
• Prolonged screen time
• Use of manual dexterity
• Lifting, moving, installing, and transporting equipment
• Climbing stairs

Application and eligibility requirements

• Required materials: Resume/CV; 3 work references with contact information (at least one reference should be from a supervisor); Letter of interest.
• Background checks: A criminal history background check will be required for finalist(s).
• Employment eligibility: Completion of the federal Employment Eligibility Verification I-9 process is required, with original documents presented no later than the third day of employment.
• E-Verify: The university uses E-Verify for new hires effective May 2015 (company ID number: 854197).

Additional compliance notices

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). The Clery Act also requires prospective employees to be notified of the availability of the Annual Security and Fire Safety report.

Retirement plan eligibility

This position’s retirement plan is the Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.