Service Desk IT Analyst I

Salary

The annual salary for this position ranges from $40,000 to $40,000. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Purpose of Position

This role provides beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 client support, that is support for process-driven and documented known issues. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers and other technology peripherals.

Essential Functions

• Customer Support: Provide technical instructions to a non-technical audience. Collaborate with other members of the IT team, especially Service Desk staff but also other frontline IT Support teams to resolve common tickets/issues; ensure prompt resolution of client issues and maintain high levels of customer satisfaction; escalate issues internally as needed, & monitor progress through resolution.
• Tier 1 Troubleshooting: Analyzes, identifies, repairs, and restores services for various common account, email, network connectivity, software, academic technology, and endpoint device and peripherals issues; resolve common reoccurring issues for clients; assists clients in finding the right pre-existing training material for their questions.
• Ticket and Process Documentation: Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements; notify supervisor on need to updates knowledge articles and technical documents when work is impacted.
• Performs other duties as assigned.

Required Qualifications

• A high school diploma and zero to (1) year of hands-on computing work experience providing customer service in a front facing capacity or two (2) years of equivalent combination of education, training and experience.
• Ability to obtain certifications as required by manager (e.g., Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed).

Preferred Qualifications

• An associates degree in a related field and a minimum of one (1) year of hands-on computing work experience supporting computing endpoints and providing customer service in a front facing technical support environment; prior experience supporting students, faculty, and staff in a higher-education setting.

Benefits

We are proud to offer a comprehensive benefits package to our employees at the University.

Position is benefit eligible: Yes

PreEmployment Background Check: It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University. This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA 48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

University Information

The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email ADADocs@uta.edu .