Technical Support Specialist II, Information Resources Client Services

Why UT Southwestern?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As one of the world’s foremost research institutions, UT Southwestern Medical Center is known for our life-changing research that has led us to 6 Nobel Prizes. With a career in our esteemed Department of Information Resources, you will be a key part of our multidisciplinary research facility with opportunities to work with leaders in patient care and medical research.

Job Summary

This position supports Support the campus cost recovery desktop support team by working tickets, assisting clients with issues, and providing general IT technical support as needed to support ad hoc billable support requests as well as annual support agreements. Our preferred candidate possesses excellent customer service and PC Troubleshooting skills. Advanced degree and or related certifications a plus, but not required. This position works is not remote/hybrid and works 100% on campus. Previous experience with End User Technical Support, HTML, SharePoint, and Apple is required. Experience with Linux is preferred.

Experience and Education

Minimum Requirements

•  High School and 4 years related experience required.
• Additional coursework in a related field, such as computer science, management information systems, etc. may be considered on a year for year basis in lieu of stated minimum experience.
• Associates or Bachelors degree in related field preferred.
• If area of employment requires use of a University-owned vehicle, employee will be required to possess a valid Texas Drivers License, pass a Motor Vehicle Records (MVR) check, and complete drivers training (or van training, if applicable), in accordance with UTS Policy 157, appendix B.

Job Duties

• Supports the full end user computing experience to include computer hardware/software, printers, copiers, scanners, audio visual, mobile devices, etc…
• Diagnose and repair routine & complex end user problems to remediation independently or by escalating to senior technical staff or other teams.
• Performs preventative maintenance of end user devices and associated peripherals.
• Lifecycle management of end user devices to include deployment and decommissioning of assets.
• After hours staff will work the Service Desk role as needed.
• Advise customers regarding their technology needs and provide the associated costs and vendor quotes. Liaison between customer and Information Resources, partner organizations, or vendors to ensure the efficient operation of the end user computing environment.
• Performs other duties as assigned. 

Knowledge, Skills & Abilities

Work requires knowledge of Windows based and/or Mac based personal computing software and hardware. Work requires personal contact with faculty and staff to provide technical support of computer hardware and software packages and resolve variety of routine and non-routine problems. Work requires phone contact with hardware and/or software vendors. Work requires ability to lift computer and printer equipment. Work requires interpretation of policy and application of procedures or practices to work problems.

Working Conditions

Work is performed in general office areas, laboratories, clinics, and hospitals. 

To learn more about the benefits UT Southwestern offers visit https://www.utsouthwestern.edu/employees/hr-resources/

For general COVID-19 information, applicants should visit https://www.utsouthwestern.edu/covid-19/work-on-campus/

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. To learn more, please visit: https://jobs.utsouthwestern.edu/why-work-here/diversity-inclusion.