Technology Support Specialist II – COLFA Support, UTS

Location: San Antonio,
TX
Regular/Temporary: Regular
Job ID: 10045
Full/Part Time: Full Time

Org Marketing Statement

The University of Texas at San Antonio is a Hispanic Serving University specializing in cyber, health, fundamental futures, and
social-economic development. With more than 34,000 students, it is the largest university in the San Antonio metropolitan region. UTSA
advances knowledge through research and discovery, teaching and learning, community engagement and public service. The university embraces
multicultural traditions and serves as a center for intellectual and creative resources as well as a catalyst for socioeconomic development
and the commercialization of intellectual property-for Texas, the nation and the world. Learn more online, on USTA Today or on TwitterInstagram, Facebook, YouTube or Li
nkedIn.

UTSA, situated in a global city that has been a crossroads of peoples and cultures for centuries, values diversity and
inclusion in all aspects of university life. As an institution expressly founded to advance the education of Mexican Americans and other
underserved communities, our university is committed to ending generations of discrimination and inequity. UTSA, a premier public research
university, fosters academic excellence through a community of dialogue, discovery and innovation that embraces the uniqueness of each
voice.

Posting End Date

Applications will be accepted through 11:59 PM CDT on 6/23/2023. At the discretion of the
hiring department, this position posting may close once a sufficient number of qualified applications have been
received.

Salary

Salary Range:Up to $48,500/Annualized, commensurate with education, experience and
qualifications.

Hours per Week

Non-Exempt Position: 40 hours per week.

Required Application
Materials

• Resume is required.
• Cover Letter is preferred.

Essential Functions

Function:

To provide dedicated customer centric delivery of IT services, timely break-fix and service request
fulfillment, and skillfully represent UTS in all customer service interactions.

Scope:

Serve as a tier II support role
within the UTS Client Experience Services team, providing hardware/software support and technical skills required for the troubleshooting,
operations and optimization of digital computing and communications equipment.

Typical:

1. Provides advanced technical
   support in the operation, troubleshooting, and general function of faculty, staff, and student computing technologies. Examples include
   computer desktops, laptops, mobile devices and associated peripherals, printers, web conference equipment and similar.
2. Functions
   as a second-tier technical support member of the Client Experience Services team. Provides technical customer support, both in person and
   via remote channels such as phone, email, chat, and web conference technologies.
3. Responsible for workstation hardware and
   software troubleshooting and repairs, imaging, data backup, and operating system recovery.
4. Serves as point-of-contact for
   high-priority / high-visibility escalated incidents and customer requests as requested.
5. Provides leadership and training to
   lower-level staff. Assists management with operational responsibilities as directed.
6. Consults with vendors, coordinates with
   stakeholders and management as necessary to facilitate implementation, updates, and support of software and hardware computer or network
   systems, software, and services.
7. Provides training for UTSA supported technology solutions. Creates, reviews and updates knowledge
   articles, internal workflow documentation, and end user instruction to aid in the best use of these technologies.
8. Assists in the
   development and coordination of unit policies, procedures and workgroup performance goals. Generates and monitors reports to review
   consistency.
9. Maintains on-call emergency support evenings and weekends (rotational).
10. Administers network and active
    directory accounts and permissions.
11. Administers specific UTS supported applications.
12. Performs other duties as
    assigned.

Required Qualifications

• Associate’s degree in computing technology related field.
• Relevant work
  experience may be substituted for education on a year for year basis.
• Two years of experience relating to network
  communication/computer system hardware and software.
• Personal Computers experience.

Preferred Qualifications

• Bachelor’s degree in a computing technology related field.
• Relevant work experience may be substituted for education on a year
  for year basis.
• Certification from: Microsoft/Apple/CompTIA/HDI/ITIL.
• ServiceNow experience a plus.
• Two years
  of experience in technical customer support in a higher-education environment.

Working Conditions

Working
Conditions:

• 40-hour workweek to be scheduled between the hours of 7am and 7pm M-F based on need.
• Occasional after
  hours for special projects.
• Rotational on-call after-hours support.
• General office conditions.
• Ability to lift
  with or without accommodations.
• Ability to crawl under desks/furniture for inspection of cables and troubleshooting
  purposes.

This position will be primarily located:

On Campus: Primary work location will be on campus. Travel
and parking expenses are the employee’s responsibility.

Additional Information

• UTSA is a tobacco free campus.
• This is a security sensitive position. Employment is contingent upon a successful background check.
• Applicants selected must
  be able to show proof of eligibility to work in the United States by time of hire.

EO/AA Statement

As an equal
employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure
equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national
origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in
compliance with all government requirements to ensure nondiscrimination. Women, minorities, people with disabilities and veterans are
encouraged to apply. UTSA campuses are accessible to persons with disabilities.

To view the full job posting and apply for this
position, go to https://zahr-prd-candidate-ada.utshare.utsystem.edu/psp/ZAHRPRDADA/EMPLOYEE/UTZ_CG/c/HRS_HRAM_FL.HRS_CG_
SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=21&JobOpeningId=10045&PostingSeq=1

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