Technical Support Specialist II

Job Description - Technical Support Specialist II (926951)

Job Description

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world‑renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas‑Fort Worth by U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals.

Our highly competitive benefits package offers healthcare, PTO and paid holidays, on‑site childcare, wage merit increases and much more. We invite you to be a part of the UT Southwestern team where you’ll discover a culture of teamwork, professionalism, and a rewarding career.

Works with end‑users of software and systems to provide technical support and assistance for their software, hardware, or technical problems including connection, slow performance, inability to access data, or inefficient programs. Diagnoses and repairs routine & complex end‑user problems to remediation independently or by escalating to senior technical staff or other teams. Performs preventative maintenance of end‑user devices and associated peripherals.

Handles IT asset management and lifecycle management of end‑user devices, including deployment and decommissioning. Acts as a liaison between customer and Information Resources, partner organizations, or vendors to ensure efficient operation of the end‑user computing environment. Provides working supervision to other Technical Support Specialists, trains new employees, and handles day‑to‑day questions from the support team.
This position is 100% on‑site.

• PPO medical plan, available day one at no cost for full‑time employee‑only coverage
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

• Education: High School Diploma or equivalent.
• Experience: 4 years related experience required. Additional coursework in a related field such as computer science or management information systems may be considered on a year‑for‑year basis in lieu of stated minimum experience.
• Licenses and
  
  Certifications:
  
  If the area of employment requires use of a University‑owned vehicle, a valid Texas Driver’s License, a Motor Vehicle Records (MVR) check, and completion of driver or van training in accordance with UTS Policy 157, appendix B within 30 days are required.

• Education: Associate’s Degree or Bachelor’s Degree in a related field.

• Supports the full end‑user computing experience including computer hardware/software, printers, copiers, scanners, audio‑visual, mobile devices, etc.
• Diagnoses and repairs routine & complex end‑user problems, providing remediation independently or by escalating to senior technical staff or other teams.
• Performs preventative maintenance of end‑user devices and associated peripherals.
• Manages the lifecycle of end‑user devices, including deployment and decommissioning of assets.
• After‑hours staff will work the Service Desk role as needed.
• Advices customers regarding their technology needs and provides associated costs and vendor quotes.
• Acts as a liaison between customers, Information Resources, partner organizations, or vendors to ensure efficient operation of the end‑user computing environment.
• Performs other duties as assigned.

This position is security‑sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal‑opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.