IT Analyst II

Posting Details

Position Information

Posting Number S06398P Position Title IT Analyst II Department OIT Client & Academic Tech Location Arlington Position Status Full-time Work Schedule

Monday – Friday, 8:00 AM – 5:00 PM

• With an understanding of the 24/7 nature of IT.May work off-hours to perform emergency and routine system maintenance.
• On-site position covering all UTA Arlington Campus locations.
• Potential for specialized schedule that includes night and weekend hours.
• Potential for on call rotation duty, to address service outages.
  
  

Salary Salary is commensurate based on qualifications and relevant experience up to $59,000. Pay Basis Monthly Job Summary

The IT Analyst II provides intermediate to advanced frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 to Tier 2 client support, that is support for process-driven and documented known issues and Tier 2 escalation for process-driven errors. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers and other technology peripherals.

Customer Support

Essential Duties and Responsibilities

• 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.
• Escalate issues internally as needed, & monitor progress through resolution.
  
  

Tier 1 & Tier 2 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. If necessary, perform more intermediate technical assistance if expected guides do not resolve the issue as expected.
• Assists clients and tier 1 support staff 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.
• Request updates to the knowledge articles, update existing internal technical documentation, and ServiceNow templates for known issues as needed.
• Make recommendations on new documentation that can address known issues that may not be documented.
• Complete first draft of internal technical beginner to intermediate issue documentation.
  
  

Performs other duties as assigned

Job Specific Duties

• Prepare and setup computers to be delivered and coordinate with other teams or with clients directly to provide White Glove Service.
• Check-Out/Check-In computers and provide assistance to end users about computer setup and peripherals.
• Maintain, manage and track inventory.
• Organize computer storage areas (stock rooms) and assist with computer shipment arrivals.
• Maintain precise documentation for asset tracking, assignment of devices, life of asset and compliance.
  
  

Minimum Qualifications

• Associates degree in a related field.
• Two (2) years of hands-on or remote computing work experience providing customer service in a front facing capacity; or four (4) years of equivalent mix of education and relevant experience in similar role.
  
  

Preferred Qualifications

• Bachelor’s degree in a related field and a minimum of three years of hands-on computing work experience supporting computing endpoints; or any equivalent combination of education, training and experience.
• Prior experience providing customer service in a front facing technical support environment.
• Prior experience supporting students, faculty, and staff in a higher-education setting.
  
  

Knowledge, Skills and Abilities

• Technical Skills:
• Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software. Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
• Customer Service:
• Professional 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:
• Proven ability to collaborate with colleagues and contribute positively to team goals.
• A willingness to share knowledge and support peers to achieve collective success
• Initiative:
• Ability to work independently with ownership and minimal supervision.
• Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
• Takes responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
• Ability to drive UTA vehicle.
• Ability to complete all physical duties as needed.

Other Requirements

• Ability to obtain certifications as required by manager. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed)
• All Information Technology staff are expected to perform their duties professionally, manage personal and institutional data responsibly, prioritize customer service, understand the 24/7 nature of IT, and collaborate effectively with colleagues. Positions in this classification are security-sensitive and subject to section 51.215 Texas education code provisions.
  
  

Workplace and Eligibility Conditions

• Lifting and moving up to 40 pounds, moving computers and other computer peripherals.
• May work in all weather conditions.
  
  

Benefits Eligible Yes Benefits at UTA

We are proud to offer a comprehensive benefits package to all our employees at the University.

https://www.uta.edu/hr/employee-benefits

Benefits

To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:

https://resources.uta.edu/hr/services/records/compensation-tools.php

CBC Requirement

It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.

This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks.

EEO Statement

It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

University Information

The University of Texas at Arlington is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution. UTA ranks No. 4 nationally in Military Times’ annual “Best for Vets: Colleges” list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA’s $22.2 billion annual economic impact on Texas.

Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at https://www.uta.edu/administration/president/strategic-plan/rise100. The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.

ADA Accommodations

The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email [email protected].

Posting Detail Information

Number of Vacancies 1 Open Until Filled Minimum Number of References Required 3 Maximum Number of References Accepted 3 Special Instructions to Applicants

Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.

Requirement Questions

Required fields are indicated with an asterisk (*).

• * What is the highest level of education attained?
• GED
• High School Diploma
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• PhD or equivalent
• * How much experience do you have in managing computer assets and inventory?
• None/Less than 2 years
• 2 to 3 years
• 4 to 5 years
• 6 years or more
• * How many years of hands-on technical experience do you have working with computers?
• None/less than 2 years
• 2 to 3 years
• 4 to 5 years
• 6 years or more
• * How many years of experience do you have working in higher education?
• None/less than 1 year
• 2 to 3 years
• 4 to 5 years
• 6 years or more
• * Do you have experience with training or creating Knowledge base documentation?
• Yes
• No
  

Documents Needed To Apply

Required Documents

• Resume or CV
  
  

Optional Documents

• Cover/Interest Letter