Texas Digital Library
University of Texas Libraries
The University of Texas at Austin
POSITION AVAILABLE: June 1, 2024. Position is subject to renewal each semester.
WORK SCHEDULE: Hours to be arranged with supervisor.
DUTIES: This position will provide front-line support for the team at the Texas Digital Library, a multi-institutional effort to provide digital library services at scale, including repository and library publishing services. This position operates as first contact with users of TDL’s hosted online services and manages helpdesk queries from first contact to resolution via a ticket management system. The support specialist will respond to user queries that come in via email, phone, and web form; investigate technical or user-based issues; and either respond with solutions or escalate tickets to TDL team members. The tech support specialist may also be tasked with drafting technical documentation and other projects as needs arise.
Training including on helpdesk communication protocols and user interfaces of TDL services will be provided. An ideal candidate will be able to assist TDL technical team members research and investigate pertinent resources to facilitate understanding and provide solutions.
REQUIRED QUALIFICATIONS: Graduate student at UT Austin enrolled for 9 semester hours during the fall and spring semesters, and at least 3 semester hours during the summer session. Student must be in good academic standing. Excellent written and verbal communication skills. Professional demeanor. Customer-oriented and cool-tempered. Tech-savvy, with ability to work independently to understand software applications and to investigate and diagnose technical and user issues.
PREFERRED QUALIFICATIONS: Experience with digital repository and/or publishing systems (e.g. DSpace, Open Journal Systems). Experience with helpdesk support ticketing systems. Experience with direct customer or user support. Experience with working on the command line of Linux or Windows based systems. Ability to review systems logs, especially with understanding of timestamps. Experience with any command-line tools.
We want to emphasize that although experience in certain areas is desirable, candidates who meet the required qualifications and demonstrate excellent promise are encouraged to apply and will be given serious consideration, especially those who are underrepresented in this field.
WORKING CONDITIONS: Regular indoor working conditions.
SALARY/BENEFITS: $1,300 per month. Exemption from non-resident tuition. Benefits eligible. TRB is not available for this position.
APPLICANT INSTRUCTIONS: Interested candidates should submit, via e-mail, a letter of interest, resume, and contact information for three references to:
Kristi Park
Executive Director
Texas Digital Library
University of Texas Libraries
The University of Texas at Austin
Email: Kristi.park@austin.utexas.edu
Research indicates that applicants with marginalized identities are hesitant to apply for positions if they do not meet all the required and preferred qualifications. We want to emphasize that although experience in certain areas is desirable, candidates who meet the required qualifications and demonstrate excellent promise are encouraged to apply and will be given serious consideration, especially those who are underrepresented in this field.
The University of Texas Libraries advances teaching, catalyzes research, and democratizes learning in order to develop critical thinkers and global citizens. As an essential campus partner in building a rich research and learning ecosystem, we are committed to creating and sustaining a community that welcomes and respects all individuals, celebrates different perspectives and experiences, and fosters belonging.
A criminal history background check will be required for finalist(s) under consideration for this position.
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.
