The University of Texas at Arlington - School of Social Work · 1 day ago
IT Analyst II
Arlington
Full-time
Onsite
Entry, Mid Level
2+ years expThe University of Texas at Arlington is a comprehensive teaching and research institution, and they are seeking an IT Analyst II to provide intermediate to advanced frontline technology support for client requests and incidents. The role involves troubleshooting technical issues, collaborating with IT teams, and ensuring high levels of customer satisfaction.
Higher Education
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
Analyzes, identifies, repairs, and restores services for various common accounts, 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
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
Provide IT event support
Setup and management labs
Provide academic software support to students, faculty and staff
Help mentor and monitor student employee work
Performs other duties as assigned
Qualification
Required
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 an equivalent mix of education and relevant experience in similar role
Ability to obtain certifications as required by the manager. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed.)
Ability to drive UTA vehicles
Lifting and moving up to 40 pounds, moving computers and other computer peripherals
May work around standard office conditions
May work in all weather conditions
Repetitive use of a keyboard at a workstation
Climbing stairs and ladders
Preferred
Bachelor's degree in a related field
Three (3) years of hands-on computing work experience supporting computing endpoints
Prior experience providing customer service in a front facing technical support environment
Prior experience supporting students, faculty, and staff in a higher-education setting
Benefits
Health insurance
Retirement plans
Paid time off
Company
The University of Texas at Arlington - School of Social Work
The School of Social Work at the University of Texas at Arlington is one of the nation's largest and most prestigious schools of Social Work.
Founded in 1967Arlington, Texas, US
51-200 employees
H1B Sponsorship
The University of Texas at Arlington - School of Social Work has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase