Classroom Helpdesk Coordinator

Job Posting Title:

Classroom Helpdesk Coordinator

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Hiring Department:

College of Liberal Arts

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue Until Oct 31, 2028

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

Liberal Arts Instructional Technology Services (LAITS) is seeking highly skilled and motivated professionals to assist with the operations of a unique service department dedicated to creating, maintaining, and promoting technology within the College of Liberal Arts at The University of Texas. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

This fixed-term position is expected to be funded through October 31, 2028.

Join Liberal Arts Instructional Technology Services (https://liberalarts.utexas.edu/laits/), a unique service department dedicated to creating, maintaining, and promoting technology within the College of Liberal Arts at The University of Texas at Austin.

UT Austin offers a competitive benefits package (https://hr.utexas.edu/prospective) that includes:

• 100% employer-paid basic medical coverage for employee

• Optional medical insurance for employee’s dependents - up to 50% employer-paid

• Optional dental, vision, and term life insurance for employees and dependents

• Paid holiday time off each year; state legislature determines the number of holidays

• 12 days of paid vacation time off per year for new employees

• 12 days of paid sick leave per year

• Employer contribution to Teacher Retirement System (TRS)

• Staff Tuition Assistance Program

• Access to Recreation & Health Facilities

Purpose

To assist the Helpdesk Manager with support operations and oversee 20 – 25 student technicians who support classroom multimedia technology across the UT Austin campus. This position is critical for ensuring operational readiness of the AV technology in the University’s classrooms and conference rooms.

Responsibilities

• Oversee student technicians by scheduling and supervising morning AV classroom checks, coordinating staffing for room checks and helpdesk coverage, and managing personnel changes, onboarding, and performance monitoring.

• Support helpdesk operations by providing Tier 1 phone and dispatch assistance, logging incidents and facilitate client communication through ServiceNow, and maintain accurate inventory tracking and maintenance logs.

• Support Project based initiatives with student resources and other technical expertise - especially for Departmental and General-Purpose Classroom projects during the summer.

• Manage classroom databases by maintaining accurate classroom technology records and room documentation.

• Oversee the Lectures Online application to test and report AV malfunctions.

• Support annual inventory by directing student employees to locate and document assets.

• Support GPC reset furniture audits by directing student employees to report missing or damaged classroom furniture.

• Ensure accuracy of online tools and internal documentation while fostering student engagement through strategic social media initiatives.

Required Qualifications

• Experience equivalent to 2 years in AV system installation or maintenance.

• Experience with working on a support team that provides real-time, in-person technical support.

• Experience with leading or overseeing one or more information technology groups or functions.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor’s degree

• 4+ year of AV maintenance/trouble shooting experience

• University of academic environment experience

• Familiarity with Crestron control system, AV over IP, and Lecture capture and video conferencing tech

• Experience managing or supervising student employees

• Strong customer service background

• Strong teamwork and independent work skills

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing).

Salary Range

$55,000+ Depending on Qualifications

Working Conditions

Environmental Demands

• May work in extreme temperatures. 

• May work around standard office conditions. 

• May work around electrical and mechanical hazards. 

• May work in shared workspaces with frequent interruptions. 

• May work on multiple projects concurrently, under pressure of rigid deadlines and time limitations. 

Physical Tasks 

• Repetitive use of a keyboard at a workstation. 

• Use of manual dexterity. 

• Climbing of stairs. 

• Climbing of ladders. 

• Lifting and moving. 

Work Shift

• Overtime, evening, weekend, and holiday work may be required as needs demand. 

Required Materials

• Resume/CV

• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded.  Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

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Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

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Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

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Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form.  You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States.  Documents need to be presented no later than the third day of employment.  Failure to do so will result in loss of employment at the university.

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E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English and Spanish) [PDF]
• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

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Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.