IT Support Analyst II — Frontline Tech & Customer Care

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

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.