CRSP Support Technician

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, d