Technical Support Specialist Lead, IR Client Services

Technical Support Specialist Lead, Information Resources Client Services - Department of Surgery

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 the Department of Surgery under the desktop support team by working tickets, assisting clients with issues, and providing general IT technical support as needed for 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 eight (8) 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.
• Associate or bachelor's 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 Driver's 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. Preferred: Advanced degree and/or related certificates.
• Basic Linux support and oversight NAS (Synology / GNAP) support and management Windows Server knowledge, basic administration, and ability to liaison with server teams in IR for full spectrum of support.

Job Duties

• Works with end-users of software and systems to provide technical support and assistance for their software, hardware, or technical problems including connection, slow performance, inability to access data, or inefficient programs.
• 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.
• IT Asset Management / 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.
• Provide working supervision to other Technical Support Specialists; trains or assists in training new employees; handles day-to-day questions from other Technical Support Specialists.
• Actively update, maintain, and monitor all aspects of computer networks.
• Works with supervisors and leadership to ensure quality control, customer service metrics, and projects are completed with a high level of accuracy and accountability.
• Prioritize work and complete assignments in a timely manner.
• Performs other duties as assigned.

Knowledge, Skills & Abilities

Excellent customer service and technical troubleshooting skills of networks, hardware, software, and a/v support of conference room spaces. 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 for computer hardware and software packages and resolve variety of routine and non-routine problems. Experience in partnering with external vendors for hardware and/or software. Ability to utilize SCCM and JAMF tools for oversight of devices. Ability to troubleshoot and diagnose Linux device is expected. Ability to support NAS devices on campus and liaison with departments about server needs is expected. Experience in partnering with external vendors for hardware and/or software. 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. Ability to use Active Directory and Microsoft Azure tools for oversight of devices and objects is expected.

Working Conditions

Work is performed primarily indoors 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/

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.