CRSP Support Technician Full-time NEW

CRSP Support Technician

Hiring Department: Enterprise Technology – Campus Solutions

Position Open To: All Applicants

Weekly Scheduled Hours: 40

FLSA Status: Exempt from FLSA

Earliest Start Date: Immediately

Position Duration: Expected to Continue

Location: AUSTIN, TX

General Notes

Flexible work arrangements are available for this position, including the ability to work remotely within the United States. We would strongly prefer a candidate located in the greater Austin area as travel to campus for occasional in-person events, training, team meetings, activities, etc., will be required.

This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses).

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

Your skills will make a difference.

You'll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you're the type of person that wants to know your work has meaning and impact, you'll like working for our campus.

The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include:

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card

Purpose

The CRSP Support Technician provides specialized Tier 1 and Tier 2 technical support for faculty, researchers, and staff working within CRSP-managed secure research environments. This role goes well beyond standard campus help desk support — the technician operates within a federally regulated computing environment where every support interaction has compliance implications. The position is the primary operational contact for day-to-day researcher needs inside the enclave: account access, system issues, onboarding, and compliance-adjacent troubleshooting. The technician works closely with senior engineers to escalate, document, and resolve issues in a manner consistent with CUI requirements, and plays a key role in maintaining the researcher experience without compromising the integrity of the secure environment.

Responsibilities

Tier 1 / Tier 2 Researcher-Facing Support:

• Serve as the primary point of contact for CRSP users — receiving, triaging, and resolving support tickets for issues within the Secure Research Environment.
• Provide Tier 1 and Tier 2 troubleshooting for endpoint, application access, connectivity, and account management issues specific to the CUI enclave.
• Escalate complex or compliance-sensitive issues to senior engineers with thorough documentation and context.
• Guide researchers through system access procedures, explaining CUI handling requirements and enclave constraints clearly and accessibly.
• Conduct new user onboarding within the secure environment: account provisioning, orientation, and baseline compliance verification.

Compliance & Documentation Support:

• Assist with collection and maintenance of compliance artifacts required for ongoing CUI assessments, including access logs, onboarding records, and training completion documentation.
• Support Technology Control Plan (TCP) tracking and documentation activities for active research projects.
• Contribute to the development and upkeep of user-facing SOPs, knowledge base articles, and training materials tailored to the CRSP environment.
• Identify and flag compliance-adjacent issues encountered during support interactions — communicating findings to senior engineers and the CRSP Director.

Enclave Operations Assistance:

• Support senior engineers with routine enclave operations: account lifecycle tasks, access reviews, patch verification, and endpoint compliance checks.
• Monitor enclave system status and escalate anomalies per CRSP incident response procedures.
• Maintain accurate, complete records of all support activities, resolutions, and open issues in the CRSP ticketing system.
• Assist with hardware and peripheral support for SRE workstations and lab environments.

Program Operations:

• Participate in CRSP working group sessions and contribute to operational planning as directed.
• Assist with logistics and coordination for compliance activities, training sessions, audits, and assessments.

Perform other related functions as assigned.

Required Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field — or equivalent experience.
• 2+ years of IT support or systems administration experience at a Tier 1/Tier 2 level or above.
• Demonstrated experience supporting users in enterprise or regulated computing environments.
• Working knowledge of Windows and Linux operating systems in networked environments.
• Familiarity with information security fundamentals: access control, user account management, data handling, and incident escalation.
• Strong written and verbal communication skills, with the ability to explain technical concepts and compliance requirements to non-technical research staff.
• Experience with ITSM/ticketing systems (ServiceNow, Jira, or equivalent).
• Ability to manage multiple open tickets simultaneously and prioritize effectively under compliance-driven timelines.
• Ability to work on-site at the SRE facility as needed.

Equivalent combination of relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Experience supporting users in compliance-regulated environments (CUI, CMMC, HIPAA, ITAR, or similar).
• Familiarity with NIST SP 800-171 or CMMC Level 2 compliance frameworks.
• CompTIA A+, Security+, or equivalent certification.
• Experience with GovCloud or FedRAMP-authorized cloud platforms (Azure GovCloud, AWS GovCloud).
• Familiarity with research computing environments or prior experience supporting academic researchers.
• Experience contributing to compliance artifact development (access logs, onboarding records, SOPs).
• Understanding of CUI data handling requirements and federal research sponsor expectations.

Salary Range

$70,000 + depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity
• Work performed on concurrent multiple projects under pressure of rigid deadlines or time limitations

Work Shift

Monday – Friday, flexible between 7am-6pm; Occasional nights or weekends required on a pre-determined schedule

Required Materials

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