Lead IT Analyst

The University of Texas at Arlington Portal•Arlington, TX

1d•Onsite

About The Position

The Lead IT Analyst provides advanced frontline technology support and leadership for a team handling client requests and incidents through chat, phone calls, and walk-up interactions. Acts as an escalation point for issues unresolved by advanced tier support. Responsible for training and coaching student workers and lower tier staff members. Additional duties include leading projects and documentation efforts. Technical issues and skills will vary but encompass account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.

Requirements

Bachelor’s degree in a related field.
Minimum of six (6) years of hands-on computing work experience providing customer service in a front facing capacity; or ten (10) years of any equivalent combination of education, training and experience.
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.

Nice To Haves

Minimum of seven (7) years of hands-on computing work experience supporting computing endpoints.
Prior experience providing customer service in a front facing technical support environment.
Experience working in projects or other leadership experiences with teams.
Prior experience supporting students, faculty, and staff in a higher-education setting.
Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.

Responsibilities

Assist with the training and mentoring of student employees and full-time staff.
Provide professional and technical guidance to student workers and more junior full time team members.
Provide feedback regarding student workers and more junior staff to management.
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.
Record client requests and incidents in the ticketing system following documentation requirements.
Escalate issues internally as needed, & monitor progress through resolution.
Acts as an escalation point for more complex technical issues that cannot be resolved by advanced troubleshooting.
Works collaboratively with internal IT teams and vendors to troubleshoot, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripherals issues.
Develop technical documentation to improve client experience and awareness of problems, known issues, and available technology.
Lead project-based testing and evaluation of updated technology products that affect the overall client experience at UTA .
Gather and compile metrics to contribute to regular reports that describe the state of client interactions.
Assign tickets from the queue to the appropriate resources including junior staff and other departments.
Act as a technical lead or project resource in projects that impact the services and clients of the broader team.
Work with the team and management to prepare for changes that arise as part of the project.
Follow project management principles in order to fulfill duties related to projects.
Provide elevated, concierge‑level technical support to executive staff and high‑visibility users.
Coordinate and prepare technology setups for executive meetings, events, and presentations.
Maintain heightened awareness of confidentiality, data sensitivity, and information‑handling protocols when supporting executive users.
Serve as the primary escalation point for executive support issues requiring advanced troubleshooting or cross‑team coordination.
Support occasional after‑hours, time‑sensitive, and weekend requests from executive leadership.
Performs other duties as needed.