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University of North Texas
System Administrator (Academic Technologies)
ServiceNow
Help Desk
Higher Ed
Edtech.com's Summary
University of North Texas is hiring a System Administrator to provide Tier 2 Service Desk support for CAS IT’s supported units, handling phone, walk-in, and ticket resolution. The role involves in-person technical support across campus locations, managing unique department and lab requirements, and independently supporting a wide range of faculty and staff technology needs.
Highlights
- Provide Tier 2 service desk support via phone, walk-in, and ticket resolution for multiple UNT colleges (COS, CLASS, COI).
- Work with ServiceNow ticketing system to prioritize and address technical issues.
- Deliver in-person technical support across main campus and Discovery Park, including research labs and clinics.
- Install, maintain, document, and decommission hardware and software for faculty, staff, and labs.
- Assess and escalate out-of-scope tickets independently.
- Preferred technical skills: Windows, MacOS, Linux troubleshooting; remote support tools; ServiceNow; JAMF; PowerShell; PowerBI; Active Directory; AI technology applications.
- Minimum requirement: Bachelor's degree plus three years of related computing experience or equivalent combination.
- Works within UNT’s CAS IT division, focusing on Academic Technologies and Enrollment Operations departments.
- Salary is $51,744 annually with TRS retirement eligibility.
- Position classified as security sensitive and requires occasional off-hours support.
System Administrator (Academic Technologies) Full Description
Title: System Administrator
Employee Classification: System Administrator
Campus: University of North Texas
Division: UNT-Information Technology
SubDivision-Department: UNT-Enrollment Operations
Department: UNT-Academic Technologies-120300
Job Location: Denton
Salary: $51,744.00
FTE: 1.000000
Retirement Eligibility: TRS Eligible
Department Summary
CAS IT champions, builds, and applies technology to help UNT advance education, creativity, and research. Benefits include:
- Flexible hours and remote work arrangements
- UNT scholarship (roughly 66% savings!) for employee and immediate family
- 36 days PTO with yearly accrual for vacation/sick
- Clear and reasonable work priorities
- Transparent leadership
Position Overview
Provides Tier 2 Service Desk support for CAS IT’s supported units (COS, CLASS, and COI), working from a shared queue rather than a fixed college assignment. Alternates between phone/walk-in coverage and ticket resolution, with ticket resolution expected as the default when calls are not active. Provides in person support across main campus and Discovery Park as needed, including research labs, clinics, and departmental lab setups. Responsible for implementing, maintaining, and documenting unique department and lab requirements, and for handling sensitive information within CAS IT’s scope. Must be able to work with minimal supervision and support a wide variety of applications and needs across the faculty base.
Minimum Qualifications
Bachelor’s degree in related field and three years 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. Considerable knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environments. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain, and utilize technical and application-oriented information. Ability to work independently across a wide range of technical needs.
Preferred Qualifications
While not required, these are useful skills to have, in priority order: Experience in troubleshooting and configuration of Windows, MacOS, and Linux operating systems. Experience answering phones, remote access, and chat support in a help desk or service desk environment. Experience working in Higher Education and working with sensitive data with HIPAA and FERPA information. Experience documenting exceptions and unique setups. Experience with ServiceNow. Experience with JAMF, PowerShell, PowerBI, and AD. Working knowledge of AI technologies and their practical application in business and academic environments.
Required License/Registration/Certifications
Bachelor’s degree in related field and three years of related computing work experience; or any equivalent combination of education, training and experience.
Job Duties
- Provides phone and walk-in based support to faculty and staff across CAS IT’s supported units (COS, CLASS, COI) via Amazon Connect.
- Resolves tickets from the shared ServiceNow queue, prioritizing by severity (P1 first, descending) and by first-in-first-out order within each priority level.
- Provides in person technical support at faculty and staff worksites across main campus and Discovery Park locations, including hands on setup, troubleshooting, and equipment moves.
- Documents, installs, maintains, and properly decommissions supported (and excepted) devices and software for faculty, staff, departmental lab, research lab, and clinic machines.
- Supports research labs, clinics, and departmental lab setups, implementing and documenting exceptions to standard configurations. Access to labs involving chemicals or other hazards is rare and always accompanied by research personnel.
- Assesses and escalates tickets outside their support scope based on independent judgment, without requiring prior approval.
- Assists CAS IT with special projects or time sensitive work, may include rare off hours needs to support UNT mission in education and research.
Physical Requirements
- Communicating with others to exchange information.
- Lifting and Moving objects up to 20 pounds.
- Moving about to accomplish tasks or moving from one worksite to another.
- Moving self in various positions to perform tasks in tight and confined spaces.
- Repeating motions that may include the wrists, hands and/or fingers.
- Sedentary work that primarily involves sitting/standing.
Environmental Hazards: No adverse environmental conditions expected.
Work Schedule: M-F 8-5pm, partial remote 1 day a week
Driving University Vehicle: No
Security Sensitive: This is a Security Sensitive Position.
Special Instructions
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.
EEO Statement
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. UNT System Administration promptly investigates complaints of discrimination, harassment, and related retaliation and takes remedial action when appropriate.
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