Senior Desktop Support Specialist

Job Posting Title: Senior Desktop Support Specialist ---- Hiring Department: University Development Office ---- Position Open To: All Applicants ---- Weekly Scheduled Hours: 40 ---- FLSA Status: Non-Exempt ---- Earliest Start Date: Immediately ---- Position Duration: Expected to Continue ---- Location: UT MAIN CAMPUS ---- Job Details: General Notes About The University of Texas at Austin What starts here changes the world. The University of Texas at Austin, founded in 1883, ranks among the best universities in the world. With 76 programs ranked in the top 10, UT Austin is the #1 public university in Texas and the #7 public university in the nation. Like the state it calls home, The University of Texas at Austin is a bold, ambitious leader supporting more than 55,000 students, 4,750 faculty, 15,000 staff and top national programs across 18 colleges and schools. Amid the backdrop of Austin, Texas, a city recognized for its creative and entrepreneurial spirit, the University provides a place to explore countless opportunities for tomorrow’s artists, scientists, athletes, doctors, entrepreneurs and engineers. Learn more about UT’s mission and values and leadership. Why Join Texas Development? The University of Texas at Austin is a thriving hub of learning and discovery that anchors our city and enables excellence and innovation on the highest level. And it’s only possible because generous supporters believe in the power and promise of our state’s flagship university to change the world. With more than $6 billion raised in the What Starts Here campaign, Texas Development is quickly becoming one of the best fundraising programs in public higher education. Texas Development is a dynamic community of 500 fundraising professionals across the Forty Acres. We strive to reach the highest levels of achievement and success in all that we do by creating meaningful and powerful experiences for our donors. Follow your passion, grow your career and help us change the world. Benefits The University provides a competitive benefits package that includes insurance and retirement benefits in addition to other programs and services. Texas Development supports growth by offering professional development opportunities that help every team member accomplish their goals, enrich their skillset and deepen their engagement with UT. Purpose The Senior Desktop Support Specialist provides senior-level technical support for end-user computing environments, serving as an escalation point for complex hardware, software, and connectivity issues across the organization. This role delivers in-person and virtual support to ensure reliable, secure, and efficient technology services for staff. In addition, the position is responsible for endpoint fleet deployment and lifecycle management across Mac and Windows platforms, ensuring devices are properly configured, compliant, and supported throughout their use. The Senior Desktop Support Specialist works independently, collaborates closed with IT Operations peers, and contributes to stable, well-managed desktop computing services. Responsibilities Senior Technical Support & User Assistance Provide in-person and virtual technical assistance to analyze, diagnose, troubleshoot, resolve, and document hardware, software, and network-related issues. Serve as a senior escalation point for complex or non-routine desktop and endpoint support issues. Service Desk Operations Serve as a primary point of contact for desktop and application support requests submitted through ServiceNow. Triage requests, resolve issues where appropriate, and escalate incidents to internal teams or vendors as needed. Ensure accurate, timely documentation of incidents, service requests, and resolutions. Endpoint Deployment & Fleet Management Prepare, deploy, configure, and manage desktop and laptop computer for Mac and Windows environments. Manage endpoint deployments and configurations using JAMF and MECM/SCCM. Maintain Active Directory objects related to endpoint systems. Ensure devices meet organizational security, compliance, and configuration standards throughout their lifecycle. Hardware, Peripheral & System Maintenance Install, configure, test, maintain, monitor, and troubleshoot end-user hardware, peripherals, printers/scanners, audiovisual equipment, and related software. Systems, Inventory & Documentation Maintain accurate hardware and software inventories, including warranties, lifecycle tracking, and related documentation. Support the upkeep of security and risk-related records and standard operating documentation. Event & After-Hours Support Provide technical and audiovisual support for organizational events, meetings, and presentations, including coordination with local AV or facilities staff. Participate in scheduled after-hours or on-call support as required; this support is episodic and tied to specific events or business needs. Additional duties as assigned. Perform other related duties as assigned in support of IT Operations objectives. Required Qualifications Bachelor’s degree or equivalent combination of education and relevant experience. Demonstrated experience providing advanced desktop support in a mixed Mac and Windows enterprise environment. Strong troubleshooting skills across hardware, software, and basic network domains. Experience working within a service desk or ITSM environment (e.g., ServiceNow). Strong customer service skills and ability to communicate technical concepts to non-technical users. Relevant education and experience may be substituted as appropriate. Preferred Qualifications Hands-on experience with endpoint management platforms, including JAMF, MECM/SCCM, and Intune. Experience with Active Directory and endpoint security and compliance practices. Familiarity with enterprise administrative or CRM-related applications. Experience supporting audiovisual technologies and live events. Salary $58,000 depending on qualifications Working Conditions This position is based in Austin, Texas. Must be eligible to work in the United States on a full-time basis for any employer without sponsorship. Works in standard office conditions, in a shared office environment, with repetitive use of a keyboard at a workstation. Monday through Friday, 8:00 AM – 5:00 PM on-site work is the standard expectation for this position. Occasional after-hours and on-call work required on an episodic basis. Ability to lift and transport computer equipment and peripherals. Combination of office-based, on-site, and remote support environments. Regular and consistent attendance is required in this job. Required Materials Resume/CV Three work references with contact information; at least one reference should be from a supervisor Letter of Interest 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. 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. ---- 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. Start Here, Change the World At The University of Texas at Austin, tradition meets innovation in the heart of a city that frequents lists of the best places to live and work. Named by Forbes as one of America's Best Large Employers for the sixth year in a row in 2025, UT offers both a dynamic work environment and a gateway to vibrant local culture. Whether you're at the forefront of the student experience, conducting world-changing research or supporting the engine that drives Texas’ flagship university, working at UT means making a lasting impact on our city, our state and our world. Our more than 20,000 faculty and staff empower 55,000 students to challenge ideas, pursue passions and shape their futures. Joining UT, you’ll become part of a community dedicated to making a meaningful impact on campus and throughout the world. Looking for a student job? Please see our Student Employment site. Comments and Inquiries: Email comments to hrsc@austin.utexas.edu. For questions or concerns regarding equal opportunity only, contact Equal Opportunity Services. Additional information for applicants can be found on the Human Resources web page: Applying for Employment. For more job information, call the Human Resource Service Center at (512) 471-4772, or toll-free at (800) 687-4178. UT Austin is a Tobacco-free Campus