Desktop Support Analyst; BUS TCHL SUPP ANL TX

#CA-PS

Under general direction of Letters and Science IT Service Desk and Desktop Support Manager, provide advanced consultation, training, instruction, and troubleshooting/problem-solving to faculty, research staff, administrative staff, graduate students, and other affiliates across the 50+ Letters and Science departments for hardware, software, network and related computer systems, specialized research equipment, and handheld and peripheral devices. Ensure operation of such systems for individuals and groups of computer and IT service users.

Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use. Develop and conduct tests of hardware and software and report on configurations and behavior. Develop and provide technical documentation and training. Assess needs and recommend hardware and software acquisitions and upgrades. Supervise student employees in providing services described above. Fulfill information security duties; manage and report on compliance with security controls, execute incident response plans, and ensure that information security and privacy are a priority across all duties.

Under general direction of Letters and Science IT Service Desk and Desktop Support Manager, provide advanced consultation, training, instruction, and troubleshooting/problem-solving to faculty, research staff, administrative staff, graduate students, and other affiliates across the 50+ Letters and Science departments for hardware, software, network and related computer systems, specialized research equipment, and handheld and peripheral devices. Ensure operation of such systems for individuals and groups of computer and IT service users.

Analyze, recommend, install, configure, and evaluate systems and tools for internal and end user use. Develop and conduct tests of hardware and software and report on configurations and behavior. Develop and provide technical documentation and training. Assess needs and recommend hardware and software acquisitions and upgrades. Supervise student employees in providing services described above. Fulfill information security duties; manage and report on compliance with security controls, execute incident response plans, and ensure that information security and privacy are a priority across all duties.

9/2/2026 at 11:59pm

• no Minimum Education required.
• Training or experience providing advanced technical support and consulting services (e.g., troubleshooting and problem solving of Microsoft Windows and Apple macOS client operating systems; common office applications, including the Microsoft Office suite, Adobe Creative Cloud; computers; network printers; software; network and related computer systems; and handheld and peripheral devices) to clients via in telephone, email, online chat, and in person.
• Training or experience with managing incidents and requests through IT Service Management (“ticketing”) systems, and with associated methodologies for knowledge capture and reuse.
• Training or experience in use, configuration, and troubleshooting of networking protocols and services such as DHCP, DNS, TCP/IP, etc. and common networking hardware such as switches, client firewalls, VPN clients, etc.
• Training or experience with at least one systems scripting/automation language, such as batch/shell scripting or interpreted high level language scripting (e.g., GNU BASH, Windows Power Shell, Python, and Perl).
• Experience with securely configuring and maintaining systems in accordance with common IT security policies and frameworks such as UC IS-3, CIS Benchmarks, NIST/ISO standards, etc.
• Demonstrated written and oral communications skills to explain technical materials in nontechnical terms, and develop and deliver training, documentation, and instruction on advanced technical topics to both nontechnical and technical audiences.
• Skills to organize work effectively to achieve timely progress on multiple simultaneous projects, distribute effort appropriate among the…