UTSA - Technology Support Specialist II

Department Marketing Statement

The University of Texas at San Antonio is a Hispanic Serving University specializing in cyber, health, fundamental futures, and social-economic development. With more than 34,000 students, it is the largest university in the San Antonio metropolitan region. UTSA advances knowledge through research and discovery, teaching and learning, community engagement and public service. The university embraces multicultural traditions and serves as a center for intellectual and creative resources as well as a catalyst for socioeconomic development and the commercialization of intellectual property—for Texas, the nation and the world. Learn more online, on UTSA Today or on TwitterInstagramFacebookYouTube or LinkedIn.

UTSA is situated in a global city that has been a crossroads of peoples and cultures for centuries, values diversity and inclusion in all aspects of university life. As an institution expressly founded to advance the education of Mexican Americans and other underserved communities, our university is committed to ending generations of discrimination and inequity. UTSA, a premier public research university, fosters academic excellence through a community of dialogue, discovery and innovation that embraces the uniqueness of each voice.

Posting End Date

Applications will be accepted through 11:59 PM CDT on 08/23/2021. At the discretion of the hiring department, this position posting may close once a sufficient number of qualified applications have been received.

 

Salary

Salary Range: $36,099 - $47,830/Annualized, commensurate with education, experience and qualifications.

 

 

 

Hours per Week

Non-Exempt Position: 40 hours per week.

Required Application Materials

Resume is required.
Cover Letter is preferred.

Essential Functions

Function: To provide dedicated customer centric delivery of IT services with a primary focus on (remote/field based), hardware/software support, timely break-fix and service request fulfillment and the skills to act as a customer liaison between UTS and the REDKE end-users.

 

Scope: Responsible for installation, support and maintenance of technology area through consultation, break-fix, communication, maintenance, reporting and service to ensure successful business operations for the advancement of the mission of the assigned area.

Typical:

  1. Serves as subject matter expert for REDKE systems, services, and applications, and provides training and leadership to UTS team members concerning REDKE related technical services and support.
  2. Develop deep understanding of research applications, system and business processes.
  3. Provides technical support, training and knowledge of a technological nature to assist the end-users in continuing with day-to-day business operations of REDKE.
  4. Sets up computers on university network.
  5. Installs and configures computer hardware and software.
  6. Performs and configures encryption.
  7. Configures and diagnoses printers/peripherals/other miscellaneous technology.
  8. Provides assistance and support to REDKE staff and stakeholders.
  9. Establishes and maintains connectivity of research systems and research websites.
  10. Assists in proactively developing and maintaining helpful, public and private knowledgebase, user documentation, training materials/manuals, and self-service materials to address the needs of faculty/researchers, staff and students.
  11. Assists in researching and recommending new tools and services for internal use and user support.
  12. Consults with vendors, faculty, researchers, staff and management concerning projected enhancement to hardware/software and network resource capabilities.
  13. Works with multiple desktop operating system formats such as Microsoft Windows, Apple Operating Systems and various others.
  14. Works with multiple mobile operating system formats such as Apple iOS and Google Android on various hardware platforms.
  15. Provides guidance and support to staff, faculty and management on software and hardware best practices.
  16. Works on call (rotational).
  17. Will support end-users outside of dedicated support area when applicable based on workload capacity.
  18. Performs other duties as assigned by Director of Research Computing and Business Intelligence (REDKE).

Periodic:

  1. Performs detailed analysis of service performed.
  2. Assumes public speaking roles.
  3. Generates reports on specific metrics on an on-going basis.

Required Qualifications

  • Two years of experience relating to network communication/computer system hardware and software in a higher education environment.
  • Associate’s degree in computer science with emphasis on computer/management information systems from an accredited institution. Experience may be substituted for education on a year-for-year basis.
  • Certification required in one of the following: A+, MSCA, ITIL Foundation or HDI certification.
  • Certification required in one of the following: Microsoft/Apple/CompTIA/HDI/ITIL.
  • Personal Computers.

Preferred Qualifications

  • Bachelor’s degree in computer science or equivalent with emphasis on computer/ management information systems from an accredited institution.
  • Three years of IT customer service experience relating to computer system hardware/software in a higher education environment.
  • Familiarity with Linux commands a plus.
  • Two certifications from the following: A+, MSCA, ITIL Foundation or HDI certification.
  • Two certifications from the following: Microsoft/Apple/CompTIA/HDI/ITIL.

Working Conditions

Usual: 

  • General office conditions.
  • Ability to lift with or without accommodations.
  • Repeated kneeling, stooping, walking and sitting for extended periods of time.

Special: 

  • Ability to crawl under desks/furniture for inspection of cables and troubleshooting purposes.

At present, this role is a UTSA telecommuting position, and the candidate selected for this position will be required to work from home during the COVID-19 pandemic. Telecommuters may be required to work on campus at times; travel and parking expenses are the employee's responsibility. It is expected that this position will return to campus in the future. Applicants must be adaptable and open to working in both environments.

This position will be primarily located:

  • On-campus (Individuals that primarily work on campus.

Additional Information

  • UTSA is a tobacco free campus.
  • This is a security sensitive position.
  • Employment is contingent upon a successful background check.
  • Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

EO/AA Statement

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are encouraged to apply. UTSA campuses are accessible to persons with disabilities.

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