System Administrator

Employee Classification: System Administrator | Campus: University of North Texas | Division: UNT-Information Technology

About Us - Values Overview

The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and University of North Texas Health Fort Worth. We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team committed to excellence, curiosity, and innovation. We are transforming lives and creating economic opportunity through education. We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities. We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work.

Department Summary

CAS IT champions, builds, and applies technology to help UNT advance education, creativity, and research.

Position Overview

Provides Tier 2 Service Desk support for CAS IT's supported units (COS, CLASS, and COI), working from a shared queue rather than a fixed college assignment. Alternates between phone/walk-in coverage and ticket resolution, with ticket resolution expected as the default when calls are not active. Provides in-person support across main campus and Discovery Park as needed, including research labs, clinics, and departmental lab setups. Responsible for implementing, maintaining, and documenting unique department and lab requirements, and for handling sensitive information within CAS IT's scope. Must be able to work with minimal supervision and support a wide variety of applications and needs across the faculty base.

Responsibilities

• Provides phone and walk-in based support to faculty and staff across CAS IT's supported units (COS, CLASS, COI) via Amazon Connect.
• Resolves tickets from the shared ServiceNow queue, prioritizing by severity (P1 first, descending) and by first-in-first-out order within each priority level.
• Provides in-person technical support at faculty and staff worksites across main campus and Discovery Park locations, including hands-on setup, troubleshooting, and equipment moves.
• Documents, installs, maintains, and properly decommissions supported (and excepted) devices and software for faculty, staff, departmental lab, research lab, and clinic machines.
• Supports research labs, clinics, and departmental lab setups, implementing and documenting exceptions to standard configurations. Access to labs involving chemicals or other hazards is rare and always accompanied by research personnel.
• Assesses and escalates tickets outside their support scope based on independent judgment, without requiring prior approval.
• Assists CAS IT with special projects or time-sensitive work, may include rare off-hours needs to support UNT mission in education and research.

Requirements

• Bachelor's degree in related field and three years of related computing work experience; or any equivalent combination of education, training, and experience.
• Considerable knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environments.
• Ability to operate computer keyboards and to install computer hardware.
• Ability to assimilate, retain, and utilize technical and application-oriented information.
• Ability to work independently across a wide range of technical needs.

Preferred Qualifications

• Experience in troubleshooting and configuration of Windows, MacOS, and Linux operating systems.
• Experience answering phones, remote access, and chat support in a help desk or service desk environment.
• Experience working in Higher Education and working with sensitive data with HIPAA and FERPA information.
• Experience documenting exceptions and unique setups.
• Experience with ServiceNow.
• Experience with JAMF, PowerShell, PowerBI, and AD.
• Working knowledge of AI technologies and their practical application in business and academic environments.

Benefits

• Flexible hours and remote work arrangements
• UNT scholarship (roughly 66% savings!) for employee and immediate family
• 36 days PTO with yearly accrual for vacation/sick
• Clear and reasonable work priorities
• Transparent leadership

Pay

$51,744.00

Schedule

Monday–Friday, 8:00 AM–5:00 PM, with partial remote work (1 day per week).

Physical Requirements

• Communicating with others to exchange information.
• Lifting and moving objects up to 20 pounds.
• Moving about to accomplish tasks or moving from one worksite to another.
• Moving self in various positions to perform tasks in tight and confined spaces.
• Repeating motions that may include the wrists, hands, and/or fingers.
• Sedentary work that primarily involves sitting/standing.