Position Summary:

Provide 2nd level service and support related to areas of UTHealth Enterprise systems, Clinical Applications, Data Center Operations, Communication Technology, and User Experience and Support Teams for the university wide community. Delivers support value by applying quick solutions via remote assistance technologies. Engages other areas of the IT team when escalation is required and ensures that the user's experience is professional and positive.

Position Key Accountabilities:

1. Provides advance technical and troubleshooting support for campus wide users on University's desktop systems, UT and UTP Applications, permission requests, network connectivity issues and telecommunications.
2. Installs, configures, and troubleshoots end user and network issue, peripheral devices, printing/scanning devices, software, and other products in order to deliver required desktop services.
3. Perform analysis, diagnosis, and resolution of complex desktop problems for end users, and recommends and implements corrective solutions, for on-site and remote users as needed.
4. Perform analysis, diagnosis and provides support related to the University's Enterprise systems: PeopleSoft FMS, HCM and Time Labor, Clinical Technology applications; Allscripts, AthenaIDX and other Citrix delivered applications.
5. Perform analysis, diagnosis and provide support for end user mobile devices as related to Email, Duo two-factor system, Tiger Connect, and UTHealth WiFi networks.
6. Strives to meet Service Level Agreements and service delivery to meet and/or exceed customer expectations and track all open incidents for status and follow up as needed.
7. Performs other duties as assigned.

Certification/Skills:

Apple Support and Microsoft Support Certifications preferred. Experience with ITSM and ITILs best practices.

Minimum Education:

Associates degree in computer science or related field or relevant experience in lieu of education.

Minimum Experience:

Three (3) years of related experience.

Physical Requirements:

Exerts up to 50 pounds of force occasionally and/or up to 20 pounds frequently and/or a negligible amount constantly to move objects.

Security Sensitive:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code 51.215

Residency Requirement:

Employees must permanently reside and work in the State of Texas.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity