Senior IT Support Specialist - Tier 3 & Mentor

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

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.