Cross-Functional Information Technology Support Coordinator.
Cross-Functional Information Technology Support Coordinator.
- 512328
- Denton, Texas, United States
- Staff
Title: Cross-Functional Information Technology Support Coordinator
Employee Classification: Cross Funct IT Support Coord
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: 0.48
Retirement Eligibility: TRS Eligible
About Us - Values Overview
Department Summary
Academic Technologies provides the reliable technology and practical guidance to empower our community to excel in teaching, learning, and discovery.
We strive to provide:
Flexible hours and remote work arrangements.
Clear and reasonable work priorities
Transparent leadership
Position Overview
This position is responsible for helping IT service customers by serving as a secondary (tier 2 or second or indirect) point of contact to: fix and/or create workarounds for problems, sometimes systemically; fulfill requests, sometimes systemically (e.g., automation); do maintenance and/or projects that affect an entire user group. This position is responsible for the administration and support of the technical services for a college or administrative area. Duties reflect substantial variety and complexity. Assignments are broad in nature and usually require creativity and originality. Serves as a resource for others regarding customer and systemically related complex, confidential, or sensitive incidents, problems, and/or projects. Work may be driven by customers via phone, in-person (in-office and/or onsite), and/or digitally.
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.
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
Experience with Multimedia production hardware and software.
Experience in troubleshooting and configuration of Windows, MacOS, and Multimedia production hardware/software.
Experience answering phones, remote access, and chat support in a help desk / service desk environment.
Experience working in Higher Education and working with sensitive data including HIPAA / FERPA information.
Experience documenting exceptions and unique setups.
Experience with ServiceNow and OTRS.
Required License/Registration/Certifications
Job Duties
- Provides phone and remote access based desktop, software, and authorized device support to faculty, staff, student employees, and students. Emphasis on the labs, classrooms, and studios of the MRTS and Journalism departments.
- Documents, installs, maintains, and properly decommissions supported devices and software for Faculty, Staff, departmental lab, and research lab machines, and exceptions to the standard configurations.
- Serves as the primary point of contact on behalf of AT for VIP customers within their scope (Deans/Chairs/Researchers/Lab Managers), and communicates and collaborates with those individuals on confidential/sensitive projects or to provide best-fit recommendations for unique requirements.
- Works with AT part-time student techs as a tier two support, but also serves in a mentorship role by assisting with training and by partnering with an assigned student employee to help provide IT support to their assigned supported departments.
- Assists Help Desk Manager and/or AT with special projects or time sensitive work requests, but can include some 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.
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
8-5 M-F, with flexibility/1 day remote 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.
Benefits
For information regarding our Benefits, click here.
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. System Administration also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist, or participate in a related investigation or proceeding.
