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University of North Texas System
IT Support Specialist I
Higher Ed
Jamf
Documentation
Edtech.com's Summary
University of North Texas System is hiring an IT Support Specialist I to staff the UNT System IT Service Desk and give in-person technology support to System staff. The specialist handles tier 2 and 3 escalations from the hourly service desk and campus support teams, and helps create and document the standard operating procedures those staff follow. The position also deploys software with tools such as Microsoft Intune and JAMF, working with the Cybersecurity and IT Compliance team on desktop and application security.
Highlights
- Provide in-person support to System IT Service Desk customers and take tier 2 and 3 escalations from hourly service desk and campus support teams.
- Review, process, coordinate, and report System IT incident and request tickets.
- Support technology in System offices, conference rooms, and community spaces across Denton, Frisco, Dallas, and Fort Worth, plus executive offices in Fort Worth, Dallas, and Austin.
- Create and document new standard operating procedures and guide hourly service desk staff in following them.
- Deploy software using Microsoft Intune and JAMF.
- Coordinate with Cybersecurity and IT Compliance (CITC) on desktop and application security.
- Coordinate incidents and tasks with part-time student staff, working daily priorities alongside Support Specialist II and III colleagues.
- Assist with live streaming of the quarterly Board of Regents meeting and take periodic project assignments.
- Hold an associate's degree in a related field and one year of related computing experience, or an equivalent combination; helpdesk experience, troubleshooting, and Microsoft M365 knowledge are preferred.
- Work generally Monday to Friday, 8am to 5pm, with benefits including medical, dental, life, retirement, and ample paid time off.
IT Support Specialist I Full Description
Department Summary
UNT System Information Technology is a component of The University of North Texas System. The mission of UNT System Information Technology is simple: to be the best at delivering customer-aligned IT solutions and services. Our services are provided to all member institutions using an IT shared services governance model.
UNT System Information Technology provides the primary technology used by all campuses to support their operations. These include: shared resources of data centers, computing hardware, software applications, network and voice communications, collaboration and productivity capabilities, central web services, risk management, and security and compliance services. As a department, we strive to provide the most professional personnel possible to serve our campus constituents.
The University of North Texas is a state employer offering great benefits, including medical, dental, life, retirement, ample paid time off, and great work/life balance.
Position Overview
The IT Support Specialist I role works in support of the UNT System IT Service Desk and provides in-person support to all UNT System staff as well as providing tier 2 and 3 support for both hourly service desk team and campus support teams. This role will also have the responsibility for supporting System IT Service Desk hourly staff in standard operating procedures as well as creating and documenting new procedures. They will also provide software deployment using tools such as Microsoft Intune and JAMF. The IT Support Specialist I role includes coordination of operational efforts with the Cybersecurity and IT Compliance (CITC) team including desktop and application security.
Job Duties
- Will provide in-person support for System IT Service Desk customers.
- Supports all technology for System offices, conferences rooms, and community space and maintains and supports UNT System users at campus locations (Denton, Frisco, Dallas, Fort Worth) and executive offices in Fort Worth, Dallas and Austin.
- Works closely with Support Specialist II and Support Specialist III on daily priorities.
- Coordinates incident and tasks with part-time student staff.
- Will review, process, coordinate, and report System IT incident and request tickets.
- Coordination with Cybersecurity and IT Compliance (CITC) on desktop and application security.
- Periodic project assignments.
- Assists with live streaming of quarterly Board of Regents meeting.
Minimum Qualifications
Associate's degree in related field and one year of related computing work experience; or any equivalent combination of education, training and experience.
Knowledge, Skills and Abilities
- Prior experience with specific systems, equipment and software may be specified as needed by department.
- Knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment.
- Ability to operate computer keyboards and to install computer hardware.
- Ability to assimilate, retain and utilize technical and applications-oriented information.
Preferred Qualifications
- Helpdesk experience a plus.
- Computer hardware and software troubleshooting experience.
- Knowledge of Microsoft M365 applications.
Physical Requirements
- Communicating with others to exchange information.
- Sedentary work that primarily involves sitting/standing.
- Lifting and Moving objects up to 50 pounds.
- Moving about to accomplish tasks or moving from one worksite to another.
- Repeating motions that may include the wrists, hands and/or fingers.
Environmental Hazards
No adverse environmental conditions expected. Small and/or enclosed spaces.
Work Schedule
Generally, M-F, 8am - 5pm. Salary: Commensurate with Experience. FTE: 1.0.
This is a Security Sensitive Position. Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted.
The University of North Texas System is firmly committed to equal opportunity and does not permit –and takes actions to prevent – discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking), and retaliation on the basis of race, color, religion, national origin, sex, age, disability, genetic information, or veteran status in its application, employment practices, and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities.
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