IT Analyst I

The University of Texas at Arlington Portal•Arlington, TX

29d

About The Position

The IT Analyst I will 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.

Requirements

High school diploma/ GED .
Experience providing customer service in a front-facing role, with hands-on or remote computing experience.
Willingness and ability to obtain job-related certifications as required (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate).

Nice To Haves

Associates Degree in a related field.
One (1) year 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.

Responsibilities

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.
Escalate issues internally as needed, & monitor progress through resolution.
Tier 1 Troubleshooting: Analyzes, identifies, repairs, and restores services for various common accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.
Resolve common reoccurring issues for clients.
Assist 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.
Job Specific Duties: 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.