|
About Us - Values Overview
Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.
We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.
|
|
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.
|
|
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.
|
|
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.
|