Senior IT Analyst

The University of Texas at Arlington; Arlington (TX); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Comprehensive benefits

Benefit eligible

Job summary

The University of Texas at Arlington seeks an experienced IT professional to provide advanced frontline support in a busy campus environment. You will handle Tier 3 escalations, mentor student workers, and contribute to knowledge base documentation to improve service delivery.

You will coordinate with Service Desk and other IT teams to resolve complex issues related to accounts, email, networking, software, and endpoint devices while maintaining high customer satisfaction.

Qualifications

• Bachelor's degree in a related field and 4 years of hands-on computing work with customer service in a front-facing role or 8 years of equivalent experience.
• Ability to obtain certifications as required (Dell, Apple, CompTIA, Microsoft 365, etc.).

Responsibilities

• Provide technical instructions to a non-technical audience.
• Collaborate with IT Service Desk and other frontline/back-end IT teams to resolve tickets.
• Ensure prompt resolution of user issues and high customer satisfaction.
• Proactively engage with campus clients to provide services or prevent issues.
• Record requests in the ticketing system and escalate as needed.

Skills

Windows OS

Office Suite

Networking

Customer service

Troubleshooting

Documentation

Education

Bachelor's degree in related field

Tools

Dell/Apple/Microsoft certifications

Job description

Purpose of Position

This role 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 Functions

• 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 troubleshoot, analyze, identify, repair, and restore 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 assigned.

Required 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 (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 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.

Knowledge, Skills & Abilities

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.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm
• Occasionally will need to work outside of business hours dependent on business needs

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