IT Service Desk-Associate

uthscsa.edu; San Antonio, Northern (TX, KY); Hybrid; USD 42,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Disability insurance

Flexible spending accounts

Retirement plan

Paid time off

Job summary

UT San Antonio is seeking a first-level IT support technician to assist faculty, staff and students with IMS applications, products and services. You will route calls, troubleshoot issues, and create tickets for problems reported, providing timely status updates to users.

The role emphasizes strong communication, problem-solving, and teamwork to ensure effective solutions and smooth technology operations across campus.

Qualifications

• High School Diploma or GED required.
• Associate's degree in IT-related field preferred.

Responsibilities

• Provide first-level IT support for IMS services and basic hardware/software questions.
• Route incoming calls to appropriate departments as campus operator.
• Determine best way to resolve issues and escalate when needed.
• Create and document tickets for reported problems in the IMS system.
• Provide status updates to customers on ticket progress.
• Verify and update knowledge base articles for accuracy.
• Perform other duties as assigned.

Skills

Computing basics

Networking knowledge

Office software

Analytical skills

Customer service

Communication

Time management

Education

High School Diploma or GED

Associate's degree preferred

Tools

IMS ticket system

Job description

Under direct supervision, responsible for providing procedural or operating assistance and support to faculty, staff and students for all Information Technology applications, products and services. Complex and/or high priority problems are elevated to specialized support groups within IMS for resolution when needed. Responsible for ensuring that an effective solution is provided to the user.

Responsibilities

• Provides first level support for all IMS related services to include general operator type services (i.e. routing of phone calls throughout the university), answering user questions, troubleshooting technical problems, teaching or instructing customers on the basic functions of supported software applications or hardware functionality, and communicating IMS policy.
• Serves as the campus operator by routing incoming calls to the appropriate person and/or department.
• Determines the most effective manner to resolve the client\'s technical issue and properly elevate unresolved issues to the next level of support. Consults with IT Specialist when necessary.
• Creates tickets on behalf of the customer for all technical problems reported. These tickets will be entered into the IMS ticket system and contain all pertinent information regarding the issue and the steps taken to resolve or tried before escalating to the next level of support.
• Provides status updates to customers on their tickets submitted to IMS.
• Verifies knowledge base articles to ensure they are accurate.
• Performs all other duties as assigned.

Qualifications

• Knowledge of current computing, networking and communications systems and ability to perform effectively with an understanding of institutional policies and activities.
• Familiarity and ability to operate a wide range of standard office automation products and equipment.
• Strong analytical skills and ability to problem solve and troubleshoot hardware and general IT issues.
• Ability to learn and support new technologies and work with teams to provide input on improvements to existing processes and systems.
• Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements in a timely manner.
• Strong verbal, written and interpersonal communication skills.
• Detail oriented with good organizational skills while balancing multiple priorities.
• Ability to communicate effectively orally, by phone, in person and in writing.

Education:

• High School Diploma or GED equivalent is required.
• Associate\'s degree in an IT related field is preferred.

Experience:

• None required.
• Previous customer service, classroom technology or technical support experience is preferred.

This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Required Skills

• None. Previous customer service, classroom technology or technical support experience is preferred.

This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

About Us

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has been recognized by Forbes as one of America’s Best Employers for Company Culture .

Benefits Overview

UT Health San Antonio offers an excellent benefits package for its employees. Employees who work at least 20 hours a week, with an appointment of at least 4.5 months, are eligible for benefits.

Medical - UT SELECT Medical insurance is offered free for employees and administered by Blue Cross and Blue Shield of Texas. Family members can be added to the plan through payroll deduction. Employees and their dependents can also receive discounted copays and coinsurance when using UT Health Physicians, a network of 800 premier physicians including more than 100 specialists. Employees receive $50,000 of group term life insurance and $50,000 of basic accidental death and dismemberment insurance for free, with options to purchase additional employee and dependent coverage for both at group rates.

Dental - Three dental insurance plan options are available for employees and their families through Delta Dental Insurance Company, two PPOs and one dental HMO plan. Both PPO plans allow employees to choose any licensed dentist.

Vision - Fully insured Vision Care benefits are offered by Superior Vision Services. Two vision plan options that offer either standard or enhanced vision benefits.

Disability - Employees can enroll in the Disability Insurance which provides income if a non-work related illness or injury prevents you from working.

FSAs - Employees can enroll in flexible spending accounts (FSAs) to set aside money from earnings before taxes for qualifying dependent day care expenses or out-of-pocket health care expenses.

Retirement - Employees are eligible for either the Teacher Retirement System (TRS) or the Optional Retirement Plan (ORP). TRS is a defined benefit retirement plan which UT Health matches employee contributions. ORP is for eligible faculty staff employees. Voluntary retirement programs are also available to invest before- or after-tax dollars with the choice of five quality retirement plan providers.

Time Off - A generous leave program offers multiple paid leave options:

• Front-loaded Paid Time Off: 128 to 208 hours (16 to 26 days) of Paid Time Off based on years of service, given at the start of each fiscal year. PTO may be prorated in year one based on date of hire.
• Extended Illness Bank: 8 hours (1 day) accrued per month which can be used for illness or injury after one day of Paid Time Off is taken.
• Paid Family Leave: Up to 240 hours (6 weeks) to care for a spouse, child, or parent after 6 months of consecutive employment.
• Holidays: 12 set paid holidays each year.

Discounts - Employees enjoy a range of discounts on services, tickets, and gym membership.

EEO Statement

UT Health San Antonio is an equal employment opportunity and affirmative action employer. It is our policy to promote and ensure equal employment opportunity for all individuals without regard to race, color, religion, sex, gender identity, national origin, age, sexual orientation, disability, or veteran status.

Job Info

• Job Identification 7109
• Job Category Information Technology
• Locations 0002 7703 Floyd Curl Drive, San Antonio, TX, 78229, US (On-site)
• Job Schedule Full time
• Organization T5600 - Info Tech Svc Mgmt, T7000 - Technology Solutions Group, T5000 - VP Chief Information Officer, UT Health Science Center, UT Health Science Center