Senior Desktop Support Specialist, Texas McCombs

Senior Desktop Support Specialist, Texas McCombs

As a member of the McCombs Technology Solutions team, the Senior Desktop Support Specialist will provide system-level administration and support for the workstation fleet, networking, and security at the McCombs School of Business.

The Senior Desktop Support Specialist will:

• Provide in-person user support and hardware troubleshooting for Windows, macOS and related software.
• Administer the Computer Lifecycle Management Program.
• Implement and enforce information security and industry best practices for end-user devices and peripherals.
• Provide basic network management and troubleshooting in coordination with the campus-level network support team.
• Assist with inventory management and the performance of annual equipment inventory.
• Document processes clearly and concisely, ensuring they are audience focused. Maintain and update accurate information across several systems, including knowledge base, ticketing system, and inventory records.
• Collaborate effectively with team members on various projects and departmental initiatives.
• Offer customer application consulting, evaluation, and recommendations.
• Assist with the management of the Service Desk as needed.

Other related functions as assigned.

Required qualifications include:

• Minimum of three years of professional experience in business/enterprise fleet management of Windows OS in a centrally managed environment, including using common tools such as SCCM/MECM, Intune, Active Directory, and Group Policy.
• Familiarity with commonly used concepts, practices, procedures, and tools for supporting and maintaining macOS.
• Knowledge of ITSM and ITIL concepts and practices.
• Process-oriented with excellent documentation skills. Ability to create and maintain technical and operational documentation.
• Core understanding of information security best practices and networking fundamentals.
• Ability to work independently with minimal supervision and as part of a team.
• Excellent communication and customer service skills, with the ability to work independently with accuracy and attention to detail. Strong decision-making, problem-solving, and critical thinking skills.

Preferred qualifications include:

• Bachelor's degree in a relevant field and more than three years of experience.
• Relevant certifications and/or professional development education.
• Tier 2 and 3 desktop support experience.
• Experience managing a computer lab environment.
• Understanding of PowerShell scripting fundamentals.
• Ability to manage multiple tasks and projects with tight deadlines.
• Experience with specific tools, including MECM, Jamf, Code42, ServiceNow, OneDrive/SharePoint/Office 365, Box, VBox/VMware Fusion, and Parallels

Salary range: $55,000 - $65,000 depending on qualifications.

Working conditions include:

• Repetitive use of a keyboard at a workstation
• Prolonged screen time
• Use of manual dexterity.
• Lifting, moving, installing, and transporting equipment.
• Climbing stairs.
• Work shift: Monday - Friday, 8am–5pm

Required materials include:

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest