IT Support Specialist II Job Listing at UT Dallas in Richardson, TX (Job ID 28944)

Description

The IT Support Specialist II is an intermediate technical position providing support to faculty, staff, and students. This position involves ensuring a high level of customer satisfaction by troubleshooting, diagnosing, and resolving hardware, software, and network connectivity issues across various desktop and mobile platforms. May assist campus IT project teams.

Minimum Education and Experience

Associate's degree and two (2) years of related experience or an equivalent combination of relevant education and experience may be considered.

Preferred Education and Experience

Knowledge, Skills, and Abilities:

• Intermediate knowledge of software systems such as MECM and Intune, Active Directory, Group Policy, JAMF, Infoblox (DHCP), Conferencing Software, and ForeScout (NAC).
• Strong problem-solving and customer service skills.
• Ability to work independently and as part of a team.
• Excellent communication skills and the ability to manage multiple tasks effectively.

Preferred Qualifications:

• Possess relevant IT certifications such as CompTIA A+, CCNA, Crestron -CTF, Extron Control Professional Network+, Security+, Microsoft MCP, MCSA, MCSE, RHCSA, JNCIA, ITIL or Assistive Technology Certificate.

Essential Duties and Responsibilities

End User Support:

• This role will primarily focus on leveraging AI and automation technologies to enhance operational efficiency and drive innovation
• Provide technical support for computers, mobile devices, and peripherals.
• Troubleshoot and resolve issues related to hardware, software, and network connectivity.
• Assist with basic hardware and software installation and diagnostics.
• Respond to support requests via phone, Teams, email, and incident management ticketing systems.
• Use ITSM tool (Atlas) and configuration management tools to respond to service requests.

Collaboration:

• Monitor communications between end users, Help-desk staff, departmental staff, and academic technical support staff.
• Participate in regular team and division meetings.
• Recognize and notify appropriate UTD staff of campus-wide technical issues/trends.
• Perform compliance monitoring activities based on input from appropriate parties.
• Provide assistance on IT projects as needed.

Documentation:

• Maintain and update help-desk staff documentation.
• Review and maintain documentation on technical processes where appropriate.

Supervisory:

• Providing guidance, training, and reviewing the work of student employees.

Other:

• Assist with phones, headsets, and A/V systems in conference room when needed.
• Stay up to date with relevant industry standards and proprietary tools used on campus.
• Assist users with purchasing IT products and manage various vendor charges.

Additional Information

This role will primarily focus on leveraging AI and automation technologies to enhance operational efficiency and drive innovation in Emerging Technology at UT Dallas.

Remote Work Eligibility Statement
Hybrid Remote Work Available for Texas Residents

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. 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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