Technical Support Specialist Lead

WHY UT SOUTHWESTERN?

With over 75 years of excellence in Dallas-Fort Worth, Texas, UT Southwestern is committed to excellence, innovation, teamwork, and compassion. As a world-renowned medical and research center, we strive to provide the best possible care, resources, and benefits for our valued employees. Ranked as the number 1 hospital in Dallas-Fort Worth according to U.S. News & World Report, we invest in you with opportunities for career growth and development to align with your future goals. Our highly competitive benefits package offers healthcare, PTO and paid holidays, on-site childcare, wage, merit increases and so much more. We invite you to be a part of the UT Southwestern team where you'll discover a culture of teamwork, professionalism, and a rewarding career!

JOB SUMMARY

This position will provide advanced computer systems support. The responsibilities include, but are not limited to, conducting rounding to perform preventative maintenance and diagnostic checks on all PACS hardware (PACS tower, monitor, peripherals). Assist with login issues (PACS, 3D Applications, PowerScribe, Epic, etc.). Provide phone, remote, and desk-side, and in home support to radiologists. Triage calls and monitor the Service Now Radiology IT Support group tickets, resolving or escalating them to the appropriate team. Perform imaging and hot swaps as needed. Maintain PACS inventory, document monitor configurations, locations, and phone numbers in a database to track warranty and refresh schedules. Create Service Now tickets and or requests on behalf of the radiologist as needed. Attend scheduled PACs team meetings, internal Radiology department meetings, and huddles to stay abreast of upcoming projects and issues. Provide white glove desktop support and other radiology support functions as needed. Day shift position, 100% onsite. The candidate must be flexible to work outside of normally assigned shifts as needed, on call work may be needed.

BENEFITS

UT Southwestern is proud to offer a competitive and comprehensive benefits package to eligible employees. Our benefits are designed to support your overall wellbeing, and include:

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• 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
• Learn more about these and other UTSW employee benefits!

EXPERIENCE AND EDUCATION

Required

• Education

High School

• Experience

8 years of related experience

Additional coursework in a related field, such as computer science, management information systems, etc. may be considered on a year for year basis in lieu of stated minimum experience.

• Licenses and Certifications

(DRIVERS) DRIVERS LICENSE If area of employment requires use of a University-owned vehicle, employee will be required to possess a valid Texas Driver's License, pass a Motor Vehicle Records (MVR) check, and complete drivers training (or van training, if applicable), in accordance with UTS Policy 157, appendix B. Upon Hire

Preferred

• Education

Associate's Degree in related field or

Bachelor's Degree in related field

• Experience

Basic Linux support and oversight

NAS (Synology / GNAP) support and management

Windows Server knowledge, basic administration, and ability to liaison with server teams in IR for full spectrum of support.

• Licenses and Certifications

Related certificates Upon Hire

JOB DUTIES

• Works with end-users of software and systems to provide technical support and assistance for their software, hardware, or technical problems including connection, slow performance, inability to access data, or inefficient programs.
• 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.
• IT Asset Management / 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 the associated costs and vendor quotes.
• Liaison between customer and Information Resources, partner organizations, or vendors to ensure the efficient operation of the end user computing environment.
• Provide working supervision to other Technical Support Specialists; trains or assists in training new employees; handles day-to-day questions from other Technical Support Specialists.
• Actively update, maintain, and monitor all aspects of computer networks.
• Works with supervisors and leadership to ensure quality control, customer service metrics, and projects are completed with a high level of accuracy and accountability.
• Prioritize work and complete assignments in a timely manner.
• Performs other duties as assigned.

SECURITY AND EEO STATEMENT

Security

This position is security-sensitive and subject to Texas Education Code 51.215, which authorizes UT Southwestern to obtain criminal history record information. To the extent this position requires the holder to research, work on, or have access to critical infrastructure as defined in Section 117.001(2) of the Texas Business and Commerce Code, the ability to maintain the security or integrity of the critical infrastructure is a minimum qualification to be hired and to continue to be employed in the position.

EEO

UT Southwestern Medical Center is committed to an educational and working environment that provides equal opportunity to all members of the University community. As an equal opportunity employer, UT Southwestern prohibits unlawful discrimination, including discrimination on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, citizenship status, or veteran status.