Service Desk IT Analyst II

Salary range: $49,100 – $49,100 per year. Final offer will reflect the candidate’s relevant experience and qualifications.

About the role

This role provides intermediate to advanced frontline technology support for client requests and incidents through chat, phone calls, and walk-up interactions. Handles Tier 1 to Tier 2 support for process-driven and documented issues, including account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other peripherals.

Responsibilities

• Provide technical instructions to a non-technical audience.
• Collaborate with IT teams (Service Desk, frontline, and backend support) to resolve common tickets and ensure prompt resolution of user issues.
• Proactively engage with clients and departments across campus to provide services or prevent issues.
• Escalate issues internally as needed and monitor progress through resolution.
• Analyze, identify, repair, and restore services for common account, email, network, software, academic technology, and endpoint device issues.
• Resolve recurring issues for clients and perform intermediate technical assistance when standard guides do not resolve the issue.
• Assist clients and Tier 1 support staff in locating pre-existing training materials.
• Record client requests and incidents in the approved ticketing system using templates and documentation requirements.
• Update knowledge articles, internal technical documentation, and ServiceNow templates for known issues.
• Recommend new documentation for undocumented known issues and draft beginner-to-intermediate technical documentation.
• Perform other duties as assigned.

Requirements

• Associate’s degree in a related field and a minimum of two (2) years of hands-on computing work experience providing customer service in a front-facing capacity, or four (4) years of equivalent combination of education, training, and experience.
• Ability to obtain certifications as required by manager (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate, or other relevant support-related certifications).

Preferred Qualifications

• Bachelor’s degree in a related field and a minimum of three (3) years of hands-on computing work experience supporting endpoints and providing front-facing technical support.
• Prior experience supporting students, faculty, and staff in a higher-education setting.

Skills

• Technical Skills: Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software. Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
• Customer Service: Strong interpersonal and communication skills with a client-centric approach. Ability to remain calm and courteous while assisting clients with technical issues.
• Adaptability: Willingness to learn new technologies and adapt to evolving IT environments. Ability to work effectively under pressure in a fast-paced, dynamic team environment.
• Teamwork: Ability to collaborate with colleagues and contribute positively to team goals. Willingness to share knowledge and support peers.
• Initiative: Ability to work independently with ownership and minimal supervision. Act with accountability to manage and prioritize tasks effectively with little guidance.

Schedule

• Monday through Friday, 12:00 PM – 9:00 PM.
• Participation in 24/7 on-call rotation for system availability.
• Occasional evening or weekend hours required.

Working Conditions

• Driving of UT-owned vehicle required.
• May work in all weather conditions.
• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Climbing of stairs and ladders.
• Lifting and moving objects.
• Position may be designated security-sensitive based on job duties or location.

Benefits

This position is benefits-eligible. The University of Texas at Arlington offers a comprehensive benefits package. For more information, visit https://www.uta.edu/hr/employee-benefits.

About the University

The University of Texas at Arlington (UTA) is a comprehensive teaching, research, and public service institution located in the Dallas-Fort Worth-Arlington metroplex. UTA is dedicated to advancing knowledge through scholarship and creative work, with an enrollment of over 42,000 students. Designated as a Carnegie R-1 “Very High Research Activity” institution, UTA is recognized for its commitment to student success, diversity, and regional impact. The university is expanding its footprint with UTA West, a new regional campus in Parker County scheduled to open in fall 2028.