Sr IT Analyst

Salary range: $59,400 per year. The final offer will be based on the candidate’s relevant experience and qualifications.

Documents needed to apply: resume, cover letter, and a minimum of three references.

About the role

This role provides advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person interactions. Handles Tier 3 support issues that may not be defined by existing documentation, as well as escalations of unresolved support issues from lower tiers. Responsible for training and coaching student workers and lower-tier staff members. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.

Responsibilities

• Customer Support: Provide technical instructions to a non-technical audience. Collaborate with other members of the IT team, especially Service Desk staff, to resolve common tickets/issues. Ensure prompt resolution of user issues and maintain high levels of customer satisfaction. Proactively engage with clients and departments across campus to provide services or prevent issues. Record client requests and incidents in the ticketing system following documentation requirements. Escalate issues internally as needed and monitor progress through resolution.
• Tier 3 Troubleshooting: Act as an escalation point for tier 2 and troubleshoot more complex technical issues. Work collaboratively with internal IT teams and departments to analyze, identify, repair, and restore service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues. Troubleshoot issues that may be new, undocumented, or more complex than common issues.
• Training and Mentoring: Assist with the training and mentoring of student employees and more junior full-time staff. Provide feedback regarding student workers and more junior team members to management.
• Documentation and Reporting: Assist in the creation of technical documentation to improve client experience and awareness of problems, known issues, and available technology. Assist with project-based work to test and evaluate updated technology products that affect the overall client experience. Assist with gathering and compiling metrics to contribute to regular reports that describe the state of client interactions. Assist with the assignment of tickets in the queue.
• Performs other duties as assigned.

Requirements

• Bachelor's degree in a related field and a minimum of four (4) years of hands-on computing work experience providing customer service in a front-facing capacity, or eight (8) 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 as needed).

Preferred Qualifications

• Bachelor's degree in a related field and a minimum of five (5) years of hands-on computing work experience supporting computing endpoints and providing customer service in a front-facing technical support environment.
• Experience working in projects or other leadership experiences with teams.
• Prior experience supporting students, faculty, and staff in a higher-education setting.
• Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.

Skills

• Technical and Problem-Solving Skills: Proficient in Microsoft Windows operating systems, Office applications, and enterprise productivity software. Strong knowledge of hardware components, networking concepts, and troubleshooting methodologies. Ability to diagnose and resolve technical issues while following established procedures and escalating as needed.
• Customer Service: Strong interpersonal and communication skills with a client-focused approach. Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
• Adaptability and Initiative: Willingness to learn new technologies and adapt to evolving IT environments. Ability to work independently under pressure in a fast-paced environment. Demonstrates ownership and accountability to manage and prioritize tasks with minimal supervision while considering client and business needs.
• Teamwork: Ability to collaborate with colleagues and contribute positively to team goals. Willingness to share knowledge and support peers to achieve collective success.
• Documentation & Presentation: Ability to create technical documentation for technical and non-technical audiences, deliver training, provide status reports, and present information effectively in writing and in person.

Schedule

• Monday through Friday, 8:00 AM to 5:00 PM.
• Requires occasional evening or weekend hours.
• Potential participation in 24/7 on-call rotation for system availability or off-hours work to address service outages.

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.