IT Analyst II (Academic Technology:Labs)

The University of Texas at Arlington; Arlington (TX); On-site; USD 44,000 - 54,000; Full time

Job summary

The University of Texas at Arlington is seeking an IT support specialist to provide intermediate to advanced frontline tech support for client requests via chat, phone, and walk-up interactions. The role includes Tier 1–2 troubleshooting, documentation, and collaboration with campus IT teams.

Candidates should have an associate degree with 2+ years of customer service experience in computing, and be prepared to obtain required certifications. Regular hours Monday–Friday with on-site duties.

Qualifications

• Associates degree plus 2+ years in front-facing computing support or 4 years equivalent experience.
• Ability to obtain manager-approved certifications (e.g., CompTIA A+, Microsoft 365, Dell/Apple) as needed.

Responsibilities

• Provide technical instructions to non-technical users.
• Collaborate with IT Service Desk and other teams to resolve tickets and maintain client satisfaction.
• Troubleshoot Tier 1 & 2 issues for accounts, email, network, software, and endpoints; escalate as needed.
• Document requests and incidents in the ticketing system; contribute to knowledge articles.

Skills

Windows basics

Customer service

Adaptability

Teamwork

Initiative

Education

Associate degree in a related field

Bachelor's degree in a related field

Tools

ServiceNow

Job description

Salary

The annual salary for this position ranges from $49,100 to $49,100. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Salary

The annual salary for this position ranges from $49,100 to $49,100. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Documents Needed to Apply

Required

• Resume
• Cover letter
• References (minimum of three)

Purpose of Position

This role provides intermediate to advanced frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 to Tier 2 client support, that is support for process-driven and documented known issues and Tier 2 escalation for process-driven errors. 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 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; escal
• Tier 1 & Tier 2 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; if necessary, perform more intermediate technical assistance if expected guides do not resolve the issue as expected; assists clients and tier 1 support staff 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; request updates to the knowledge articles, update existing internal technical documentation, and ServiceNow templates for known issues as needed; make recommendations on new documentation that can address known issues that may not be documented; complete first draft of internal technical beginner to intermediate issue documentation.
• Performs other duties as assigned.

Required Qualifications

• Associates 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, 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 three (3) years 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.

Knowledge, Skills & 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.
• 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. 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. Take responsibility for the work assigned with consideration for the clients' needs and overall business requirements.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm.
• Requires occasional evening or weekend hours.
• Participation in 24/7 on‑call rotation for system availability.

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.
• Climbing of ladders.
• Lifting and moving objects.
• Position may be designated security‑sensitive based on job duties or location.

Benefits Information

Position is benefit eligible

Yes

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

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

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 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.

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

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.

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 [e-mail] .