Senior IT Analyst: Tier-3 Support & Tech Training

The University of Texas at Arlington; Arlington (TX); On-site; USD 53,000 - 65,000; Full time

Job summary

The University of Texas at Arlington seeks a senior IT support professional to provide advanced frontline technical assistance via chat, phone, or in person. This Tier 3 role resolves complex issues, mentors student workers, and supports campus departments to ensure reliable technology services.

The position requires a Bachelor’s degree and several years of hands-on computing experience, with opportunities to obtain relevant certifications and participate in on-call rotations as needed.

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: five (5) years of hands-on computing work experience in a higher-education environment; experience leading teams and QA tasks.

Responsibilities

• Provide advanced frontline technology support for client requests and incidents via chat, phone, or in-person interactions.
• Escalate issues and mentor student workers and junior staff; contribute to knowledge articles and training.
• Collaborate with IT teams to resolve complex issues affecting accounts, email, network, software, and devices.
• Assist with ticketing, reporting, and documentation to improve client experience.

Skills

Customer Service

Technical and Problem-Solving Skills

Adaptability and Initiative

Teamwork

Documentation & Presentation

Education

Bachelor's degree

Eight years of equivalent experience

Job description

The University of Texas at Arlington seeks a senior IT support professional to provide advanced frontline technical assistance via chat, phone, or in person. This Tier 3 role resolves complex issues, mentors student workers, and supports campus departments to ensure reliable technology services.

The position requires a Bachelor’s degree and several years of hands-on computing experience, with opportunities to obtain relevant certifications and participate in on-call rotations as needed.