Senior IT Analyst for Executive IT Support

Posting Details

Position Information

Posting Number S06884P Position Title Senior IT Analyst for Executive IT Support Department OIT Client & Academic Tech Location Arlington Position Status Full-time Work Schedule

Monday - Friday; 8:00am - 5:00pm

• On-site position covering all UTA Arlington Campus locations.
• Potential for specialized schedule that includes night and weekend hours.
• Potential for on-call rotation duty, or off-hours work to address service outages.

Salary Salary is commensurate based on qualifications and relevant experience up to $60,600 Pay Basis Bi-weekly Job Summary

The Senior IT Analyst for Executive IT Support provides advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person client 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

Essential Duties and Responsibilities

• 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 and backend IT Support teams 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, & monitor progress through resolution.

• Tier 3 Troubleshooting:

• Acts as an escalation point for tier 2 and troubleshoots more complex technical issues.

• Works collaboratively with internal IT teams and departments to troubleshoots, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.

• Responsible for troubleshooting 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 testing and evaluate of updated technology products that affect the overall client experience at UTA.

• Assist with the gathering and compiling of 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 needed.

Minimum Qualifications

• 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. (example, Dell, Apple, Comp TIA 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.
• Prior experience providing customer service in a front facing technical support environment.
• 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.

Knowledge, Skills and Abilities

• 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 and inquiries.
• Problem-Solving: A great mindset with excellent problem-solving skills. Ability to diagnose and resolve technical issues while adhering to established procedures.
• 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: Proven ability to collaborate with colleagues and contribute positively to team goals. A willingness to share knowledge and support peers to achieve collective success
• Initiative: The ability to work independently with ownership and minimal supervision. Act with ownership and accountability to manage and prioritize tasks effectively with little guidance. Takes responsibility for the work assigned with consideration for the clients' needs and overall business requirements.
• Documentation & Presentation: Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations.

Other Requirements Workplace and Eligibility Conditions

• May work around standard office conditions.
• May work in all weather conditions.
• Repetitive use of a keyboard at a workstation.
• Climbing stairs and ladders.
• Lifting and moving up to 40 pounds, moving computers and other computer peripherals.
• Ability to drive UTA vehicle.

Benefits Eligible Yes Benefits at UTA

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

https://www.uta.edu/hr/employee-benefits

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

https://resources.uta.edu/hr/services/records/compensation-tools.php

CBC Requirement

It is the policy of The University of Texas at Arlington to conduct a criminal 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.

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. It is the responsibility of all departments, employees, and students to ensure the University's compliance with this policy.

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 designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy.

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. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at https://www.uta.edu/administration/president/strategic-plan/rise100.

This is an exciting time to join UTA and contribute to its bold vision for the future.

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.

Posting Detail Information

Number of Vacancies 1 Open Until Filled Minimum Number of References Required 3 Maximum Number of References Accepted 3 Special Instructions to Applicants

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

Requirement Questions

Required fields are indicated with an asterisk (*).

• • What is the highest level of education attained?

• GED

• High School Diploma

• Associate's Degree

• Bachelor's Degree

• Master's Degree

• PhD or equivalent

• • Describe your level of proficiency supporting macOS devices in a professional environment.

• No experience with macOS

• Basic - General navigation and basic troubleshooting only

• Intermediate - Able to support users and resolve common issues independently

• Advanced - I configure, deploy, and manage macOS devices

• • Describe your level of proficiency supporting Windows devices in a professional environment.

• Basic - General navigation and basic troubleshooting only

• Intermediate - Able to support users and resolve common issues independently

• Advanced - I configure, image, deploy, and manage Windows devices

• • Are you available to work occasional evenings and/or weekends if necessary?

• YES

• NO

• • Please indicate whether you have completed any UTA Leadership Development programs.

• Aspiring Leaders Program

• MavsSupervisor Success Program

• MavsManager Foundations Program

• Leading People Credential (completion grants supervisory experience credit for internal entry-level supervisory roles)

• None of the above

Documents Needed To Apply

Required Documents

• Resume or CV

Optional Documents

• Cover/Interest Letter