Cybersecurity Support Analyst

Job Posting Title:

Cybersecurity Support Analyst

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Hiring Department:

Information Security Office

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Exempt

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Earliest Start Date:

Aug 04, 2025

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Position Duration:

Expected to Continue

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Location:

AUSTIN, TX

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Job Details:

General Notes

The Information Security Office (ISO) assures the security of the university's Information Technology (IT) resources and the existence of a safe computing environment in which the university community can teach, learn, and conduct research. The ISO collaborates with campus IT leaders and university audit, compliance, and legal units to support the university's teaching, research, and public service missions. For more information on the Information Security Office please visit: https://security.utexas.edu/

Purpose

Do your friends say you're nosy? Do you like to know what's going on at all times? Do you love learning new things and keeping your finger on the pulse of fast-moving environments? Are you thirsty for knowledge, context, and troubleshooting challenge? Do you want to drink from the metaphorical firehose? You might be exactly who we're looking for.

This role provides a key set of eyes and ears for a top-notch Information Security Office—surfacing patterns, spotting signals in the noise, raising issues early, and helping the rest of the team stay coordinated and informed. If you love technology, collaboration, curiosity, and occasionally saying "I don't know, but I'll find out," this could be your perfect fit.

The Cybersecurity Support Analyst will play a central role in monitoring and managing the Information Security Office (ISO) ticket queue, triaging incoming requests and incidents, and providing Tier-1 and Tier-2 support. This position requires a high degree of organization, adaptability, and curiosity to work effectively across a wide range of cybersecurity topics and IT services.

Responsibilities

• Act as the first point of intake for the UT Information Security Office's work queue, managing, triaging, and addressing Tier-1 and Tier-2 issues from both UT Austin and UT System constituents.
• Assign or escalate more complex matters to appropriate team members, ensuring clear documentation and continuity of communication.
• Maintain awareness of the broad spectrum of ISO activities, services, and support functions to provide informed responses and referrals.
• Proactively monitor the queue to identify emerging trends, recurring issues, and knowledge gaps; raise observations to the team for review.
• Create, update, and maintain internal documentation (e.g., triage processes, queue protocols) and team knowledge bases (e.g., UT wikis).
• Assist in the development and upkeep of public-facing end-user documentation and how-to resources that supplement ISO policies and services.
• Collaborate with colleagues to assess and communicate the risk level of various issues and incidents.
• Participate in a continuous learning culture by engaging in training, certification, and skill development opportunities.
• Other related functions as assigned.

Required Qualifications

• U.S. Citizen, resident, or officially recognized asylee - Applicant selected will be subject to government security investigation and must meet eligibility requirements for access to classified information at the level appropriate to the project requirements of the position.
• At least two years of experience providing technical support in a complex organizational setting, preferably within higher education or large-scale enterprise environments.
• Demonstrated ability to manage a dynamic ticketing workload and maintain responsiveness across a variety of support topics.
• Experience working effectively in a remote environment using tools such as Slack, Zoom, ticketing platforms, and collaborative documentation systems.
• Excellent written and verbal communication skills with a strong customer service orientation.
• Highly organized, with a demonstrated ability to retain and apply knowledge across a broad range of technical and procedural subjects.
• Ability to quickly absorb and synthesize new information and technologies to support emerging needs.
• Strong technical writing skills for both internal and end-user documentation.
• Comfortable asking questions, seeking clarity, and proactively filling knowledge gaps.
• Ability to evaluate situations and participate in risk assessments in collaboration with security professionals.
• Capable of working independently with minimal oversight in a complex, evolving environment.
• Must be able to earn SANS GSEC certification within the first 6 months of employment.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Foundational knowledge of cybersecurity principles and best practices.
• Demonstrated curiosity and comfort with navigating uncertainty or ambiguous situations.
• Familiarity with secure IT practices and a healthy sense of skepticism in evaluating technical requests or issues.
• Experience managing or contributing to documentation platforms such as internal wikis or knowledge bases.
• Prior experience in a role that required juggling multiple priorities, especially within IT support, cybersecurity, or operations contexts.

Salary Range

$85,000 + depending on qualifications

Working Conditions

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• This is a hybrid remote/in-office position

Required Materials

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

Important for 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.

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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.

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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.

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Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

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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.

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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.

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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.

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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]

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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.