Senior IT Support Specialist — Frontline & Mentoring

UT Tyler; Arlington (TX); On-site; USD 59,000 - 61,000; Full time

Benefits offered by this job

Benefits package

Job summary

The University of Texas at Arlington is seeking an experienced frontline IT Support Specialist to handle Tier 3 requests, assist with training, and mentor student workers in a dynamic campus environment.

You will troubleshoot accounts, email, network, software, and endpoint devices, document issues, and collaborate with campus IT teams to ensure timely resolution and high customer satisfaction.

Qualifications

• Bachelor's degree in a related field and at least four years of hands-on computing work with front-facing customer service.
• Ability to obtain certifications as required by manager (Dell, Apple, CompTIA A+, MS 365).

Responsibilities

• Provide technical instructions to a non-technical audience.
• Collaborate with IT teams to resolve tickets and incidents.
• Ensure prompt resolution and high customer satisfaction.
• Record requests in the ticketing system and escalate as needed.
• Mentor student workers and junior staff; assist with training.
• Create and maintain technical documentation for clients.
• Assist with metrics gathering and regular reports.
• Assist with ticket assignment and project-based testing.

Skills

Customer service

Technical support

Communication

Training & mentoring

Education

Bachelor's degree in a related field

Eight years of equivalent experience

Tools

Dell certification

Apple certification

CompTIA A+

Microsoft 365 Certified

Job description

The University of Texas at Arlington is seeking an experienced frontline IT Support Specialist to handle Tier 3 requests, assist with training, and mentor student workers in a dynamic campus environment.

You will troubleshoot accounts, email, network, software, and endpoint devices, document issues, and collaborate with campus IT teams to ensure timely resolution and high customer satisfaction.