St Edwards University
  • TECH - Information Technology
  • Austin, TX, USA
  • Full Time

Senior Technical Support Analyst/Engineer
User Services

St. Edward's University of Austin, Texas invites applications for the position of Senior Technical Support Analyst. The Senior Technical Support Analyst oversees the desktop support team and provides systems expertise, technical leadership and general IT client computing services to a user base of non-technical and technical users in a diverse university community. The role is responsible for engineering, managing, supporting and delivering improvements for end-user solutions. Additionally, this role provides mentorship training to junior team members and evaluates new processes and systems in order to best support the university community. The ideal candidate will exhibit an unwavering interest in user experience and customer service. The Senior Technical Support Analyst will report to the Manager of User Services.

Essential Duties and Responsibilities

  • Provide oversight and serve as the technical lead for the User Services desktop support team.
  • Lead the planning, design and implementation of services for managed desktop, virtual desktops and mobile device management across all operating systems.
  • Provide consulting services to clients, with the ability to understand and assimilate complex cross-discipline, and cross-technology concepts and processes.
  • Collaborate with team members to evaluate and support new technologies to improve operational efficiency, aligning information technology offerings and university strategic goals.
  • Assist in capacity planning, performance monitoring and maintenance to ensure optimal availability and reliability of our services.
  • Research, recommend and implement new technologies, policies and procedures to leadership. Stay informed on latest industry developments and emerging technologies that could have impact on the university's goals and priorities.
  • Use independent decision-making skills and project management expertise to manage technical projects from initiation to completion.
  • Facilitate and manage endpoint security in coordination with our Senior Cybersecurity Manager.
  • Participate in and contribute to cross-departmental (matrix) teams, both as a technical expert and a support consultant.
  • Oversee the use of case-management software to ensure high-quality customer service. Manage the support requests and effectively delegate tasks to the desktop support team in order to provide timely resolution.
    Manage the relationship with key vendors, namely our external client-service provider.
  • Interact and collaborate with peers and users in a professional manner, while working as part of a team and/or independently with relative autonomy.
  • Expertise in image development and deployment for both Apple and Windows environments.
  • Provide coaching, guidance and training opportunities for junior team members.
  • Identify, review and maintain written and online documentation and instructional materials for users.
  • Manage inventory and life cycle processes, as well as other administrative tasks as needed.
  • Support mainstream, as well as specialized, productivity software applications.
  • Provide customer-focused, high-quality support in an academic setting using strong interpersonal and customer service skills.
  • Perform other duties and special projects as required.

Minimum Qualifications

  • Undergraduate degree with a minimum of three years of experience supporting desktops/laptops in a professional environment. Experience in higher education preferred.
  • Understanding of modern desktop management concepts and techniques for managing traditional Windows desktops and Macs.
  • Demonstrated advanced skills in managing desktops using group policies in an Active Directory environment and/or Jamf, as well as system administration tools.
    Strong understanding of the Information Technology Infrastructure Library (ITIL) principles, practices and processes in providing and managing the delivery of a large scale, Enterprise-wide service
  • Considerable knowledge and experience with cross-platform computer and peripheral operations, installation and troubleshooting in a networked environment.
    Knowledge of application packaging and deployment.
    Ability to exceed the expectations of users, and the demonstrated ability to foster effective relationships with those users.
  • Considerable experience in IT customer service and/or help desk environment with all levels of computer users.
  • Competence with effective communication, organization and documentation skills.
    Ability to set priorities, solve problems and deliver business value for users.
  • Demonstrated experience working with a team to scope and complete IT projects.
  • Ability to comply with workplace guidelines and attendance requirements
  • Successful candidate must complete an employment and/or criminal background check.

Preferred Qualifications

  • Experience with administering JAMF.
  • Relevant Microsoft/Apple technical certifications.
  • Familiarity with PowerShell and other scripting methodologies.
  • Familiarity with Windows Server Update Services.

About St. Edward's University
Founded in 1885 by the Congregation of Holy Cross, St. Edward's University is a private, Catholic liberal arts institution of more than 4,600 diverse students located in Austin, Texas. St. Edward's emphasizes critical thinking and ethical practices, as well as small classes, personalized learning and exciting internship opportunities. The community atmosphere extends to the approximately 800 faculty and staff that work together to make the university a welcoming yet challenging environment for students. An overview of St. Edward's University employee benefits is available at

About Austin
Austin is a dynamic, cosmopolitan, diverse, entrepreneurial and prosperous city. One of the world's great technology centers, Austin, sometimes referred to as "Silicon Hills," is home to technology heavyweights like Dell and Freescale Semiconductor. IBM, Facebook, Advanced Micro Devices, Cisco, Cirrus Logic, Google, Oracle, Samsung, National Instruments, 3M and Apple are among the many other technology companies with significant operations in Austin. In recent years, Austin has also become an important center for game and mobile app development. The city is home to a wide array of technology-oriented startups and hosts the annual SXSW Interactive festival. Austin is also an entertainment mecca. With more than 200 live music venues the city is "the live music capital of the world" and hosts the popular Austin City Limits live music program and the SXSW Music and Film festivals. The city regularly appears in lists of America's smartest, coolest, greenest and most livable cities. Forbes recently identified Austin as the U.S. city most likely to grow and prosper during the next decade. Known for its welcoming, tolerant and casual atmosphere, Austin was named the country's top college town by Parents & Colleges in 2010.

How to Apply
Qualified applicants may submit an online application at Please attach a cover letter and resume to the application. No Phone Calls Please.

St. Edward's University is an equal opportunity employer. We encourage women and minorities to apply to our vacancies and hire only U.S. Citizens and documented workers. We do not offer sponsorship at this time.

Reference# J18144
Posted: 11/20/2018
Available: Immediately

St Edwards University
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