Help Desk Specialist - Technology Support Specialist

Required Application Materials

• A Resume is required in order to apply
• A Letter of Interest is required in order to apply.
• A List of 3 References is required in order to apply.

Additional Information

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.

Essential Functions

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. Attend team meetings and staff professional development trainings, provide input on internal and external workflow processes, engage in continuous improvement.

Marginal/Incidental functions

Other related functions as assigned.

Required qualifications

Customer support experience. Demonstrated knowledge of Mac and Windows computers and software. Ability to interact in a professional manner with all levels of faculty, staff, and students with excellent verbal and written communication skills. Experience explaining computer and software operations to technical and non-technical users. Ability to work as part of a team and take the initiative to work independently. Aptitude and desire to develop new technical skills as technology evolves. Demonstrated analytical skills and the ability to identify and resolve both technical and user issues; understanding of troubleshooting methodologies for common operating systems, software, and hardware.

Preferred Qualifications

More than two years of Customer support experience. Bachelor's degree or higher. More than two years of customer service experience. Experience using Canvas Learning Management System (LMS) or another LMS. Experience providing IT support in higher education.

Working conditions

May work around standard office conditions Repetitive use of a keyboard at a workstation Climbing of stairs

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

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.

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. 

If hired, you will be required to complete the federal Employment Eligibility Verification form, I-9. You will be required to present acceptable, original documents to prove your identity and authorization to work in the United States. Information from the documents will be submitted to the federal E-Verify system for verification. Documents must be presented no later than the third day of employment. Failure to do so will result in dismissal.