CRSP Support Technician at University of Texas at Austin in Austin, TX

CRSP Support Technician Location: AUSTIN, TX Job Posting Title: 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 ---- Job Details: 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 For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards Must be authorized to work in the United States on a full-time basis for any employer without sponsorship. This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work. 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 Importantfor 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. ---- 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. ---- 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. ---- Background Checks: 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. ---- 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. ---- 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. ---- 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] ---- 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.