IT Analyst II

The University of Texas at Arlington Portal•Arlington, TX

4d•Onsite

About The Position

The IT Analyst II will provide 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. Essential Duties And 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 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 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. 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. Specific Job 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. KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS : 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.

Requirements

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.)

Nice To Haves

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.

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.