Service Desk IT Analyst I

The University of Texas at Arlington; Arlington (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

The University of Texas at Arlington invites applications for a frontline IT Support role, providing Tier 1 assistance via chat, phone, and walk-up interactions for account access, email, network, software, and devices. You'll work with the Service Desk and IT teams, document incidents in the ticketing system, and participate in on-call rotations while upholding high customer satisfaction.

Strong communication, teamwork, and initiative are valued, along with willingness to obtain required

Qualifications

• High school diploma or equivalent with 0–1 year of hands-on computing work experience providing customer service in a front-facing capacity, or 2 years of equivalent education/experience.
• Ability to obtain certifications as required by manager (e.g., Dell, Apple, CompTIA A+, Microsoft 365) as needed.

Responsibilities

• Provide technical instructions to a non-technical audience.
• Collaborate with other IT team members, Service Desk staff, and frontline IT support teams to resolve tickets and ensure prompt resolution.
• Tier 1 troubleshooting to identify, repair, and restore services for common issues across accounts, email, network, software, and devices.
• Record requests and incidents in the approved ticketing system and update knowledge articles as needed.
• Perform other duties as assigned.

Job description

Purpose of Position

This role provides beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 client support, that is support for process-driven and documented known issues. 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

Customer Support

• Provide technical instructions to a non-technical audience.
• Collaborate with other members of the IT team, especially Service Desk staff but also other frontline IT Support teams to resolve common tickets/issues; ensure prompt resolution of client issues and maintain high levels of customer satisfaction; escalte issues internally as needed, & monitor progress through resolution.

Tier 1 Troubleshooting

• Analyzes, identifies, repairs, and restores services for various common account, email, network connectivity, software, academic technology, and endpoint device and peripherals issues; resolve common reoccurring issues for clients; assists clients in finding the right pre-existing training material for their questions.

Ticket And Process Documentation

• Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements; notify supervisor on need to updates knowledge articles and technical documents when work is impacted.

Performs other duties as assigned.

Required Qualifications

• High school diploma and zero to (1) year of hands-on computing work experience providing customer service in a front facing capacity or two (2) 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

• Associates degree in a related field and a minimum of one (1) year of hands-on computing work experience supporting computing endpoints and providing customer service in a front facing technical support environment; prior experience supporting students, faculty, and staff in a higher-education setting.

Customer Service Knowledge, Skills & Abilities

• Strong interpersonal and communication skills with a client-centric approach.
• Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
• Adaptability:
• Willingness to learn new technologies and adapt to evolving IT environments.
• Ability to work effectively under pressure in a fast-paced, dynamic team environment.

Teamwork

• Ability to collaborate with colleagues and contribute positively to team goals.
• A willingness to share knowledge and support peers to achieve collective success.

Initiative

• The ability to work independently with ownership and minimal supervision.
• Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
• Take responsibility for the work assigned with consideration for the clients' needs and overall business requirements.

Work Schedule

• Monday through Friday; 7:00am through 4:00pm.
• Participation in 24/7 on-call rotation for system availability.
• Requires occasional evening or weekend hours.

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