Technology Support Specialist

Job Posting Title:

Technology Support Specialist

Hiring Department:

OnRamps

Position Open To:

All Applicants

Weekly Scheduled Hours:

40

FLSA Status:

Exempt

Earliest Start Date:

Immediately

Position Duration:

Expected to Continue

Location:

UT MAIN CAMPUS

Job Details:

Purpose

Responsible for assisting university employees and faculty and OnRamps students and instructors with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the OnRamps program.

Responsibilities

• Provide excellent customer support by phone, email, text, and chat to university employees and faculty and OnRamps students and instructors with a wide variety of questions and problems about software, hardware, desktop, network, and systems supported by the OnRamps program.
• Monitor reported problems to identify trends and recommend solutions. Develop internal and external resources to enhance OnRamps customer support knowledge base and customer experience.
• Contribute to special projects and initiatives as assigned.
• Provide input on internal and external workflow processes, engage in continuous improvement, participate in team meetings and staff professional development trainings.
  
  
  

Required Qualifications

• Two or more years of experience providing remote technical support through use of a ticketing system.
• Ability to quickly acquire in-depth knowledge of new systems in order to effectively train or troubleshoot issues with end users.
• Ability to effectively provide end user support and answer questions through a variety of communication methods.
• Excellent verbal, interpersonal, and written communication skills.
• Demonstrated ability to work effectively and collaboratively in a team-oriented environment.
• Strong organizational skills with attention to detail.
  
  
  

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
• More than 3 years of experience utilizing ticketing systems to provide technical support.
• Demonstrated creative problem solving skills.
• Ability to handle multiple tasks and projects simultaneously.
• Experience writing technical documentation.
• Familiarity with Zoom video conferencing software.
• Experience with the Canvas Learning Management System.
  
  
  

Salary Range

$60,000 depending on qualifications

Working Conditions

• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Shared desk environment
• Hybrid work environment
• Climbing of stairs
• Use of manual dexterity
  
  
  

Required Materials

Please mark "yes" on the application question that asks if additional materials are required. Candidates who fail to attach all additional materials listed, may not be considered for the position.

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

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 questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Important for 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 that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility:

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

Background Checks:

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

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.

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.

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.

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]

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.