Technical Support Specialist III, IR Client Services

Job Description:

Technical Support Specialist III, IR Client Services (941916)

UT Southwestern is seeking an experienced Technical Support Specialist III to provide advanced desktop, printer, mobile device, and peripheral support for faculty and staff. This role includes in‑depth troubleshooting across hardware, software, networking, and telecommunications while ensuring all systems meet UT Southwestern Information Security requirements. The position is fully onsite within a 24/7/365 hospital environment and requires flexibility beyond standard business hours.

• Provide advanced support for desktops, printers, mobile devices, and peripherals.
• Troubleshoot complex hardware, software, networking, and telecommunications issues.
• Install and configure approved software, devices, and equipment.
• Ensure compliance with UT Southwestern Information Security requirements.
• Participate in rotating holiday, after‑hours, and emergency coverage.
• Perform additional duties as assigned.

• Strong, reliable work ethic with flexibility to work outside normal hours.
• Service Now experience preferred.
• A+ Certification preferred.

• Fully onsite within hospital facilities.
• Standard schedule:
  Monday–Friday, 8 AM–5 PM.
• Hospital operates 24/7/365; coverage needs may vary.

• 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.

• 6 years related experience.
• Additional coursework in a related field (e.g., computer science, management information systems) may be considered on a year‑for‑year basis in lieu of stated minimum experience.

• Texas Driver’s License required if using a university‑owned vehicle; must pass MVR check and complete driver training as per UTS policy.

• Associate’s Degree in a related field, 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.
• Diagnose and repair 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.
• Lifecycle management of end‑user devices to include deployment and decommissioning of assets.
• After‑hours staff will work the Service Desk role as needed.
• Advise customers regarding their technology needs and provide associated costs and vendor quotes.
• Liaison between customer and Information Resources, partner organizations, or vendors to ensure efficient operation of the end‑user computing environment.
• Provide supervision to other Technical Support Specialists; train, or assist in training new employees; handle day‑to‑day questions from other Technical Support Specialists.
• Perform other duties as assigned.

Security:
This position is security‑sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. The ability to maintain the security or integrity of critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO: UT Southwestern Medical Center is an equal‑opportunity employer that prohibits unlawful discrimination based on race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status. The university also prohibits discrimination on the basis of sexual orientation, gender identity, or gender expression.