Senior IT Analyst

The University of Texas at Arlington Portal•Arlington, TX

2d•Onsite

About The Position

The Senior IT Analyst reports to the Executive IT Support Manager, the Senior IT Analyst provides advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person client interactions. Handles Tier 3 support issues that may not be defined by existing documentation, as well as escalations of unresolved support issues from lower tiers. Responsible for training and coaching student workers and lower-tier staff members. 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

Bachelor’s degree in a related field.
Four (4) years of hands-on computing work experience providing customer service in a front facing capacity; or 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

Five (5) hands-on computing work experience supporting computing endpoints; or any equivalent combination of education, training and experience.
Six (6) years of hands-on computing work experience providing customer service in a front facing capacity; 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.
Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.

Responsibilities

Customer Support : Provide technical instructions to a non-technical audience.
Collaborate with other members of the IT team, especially Service Desk 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.
Tier 3 Troubleshooting : Acts as an escalation point for tier 2 and troubleshoots more complex technical issues.
Works collaboratively with internal IT teams and departments to troubleshoots, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues.
Responsible for troubleshooting issues that may be new, undocumented or more complex than common issues.
Documentation and Reporting: Assist in the creation of technical documentation to improve client experience and awareness of problems, known issues, and available technology.
Assist with project-based work to testing and evaluate of updated technology products that affect the overall client experience at UTA .
Assist with the gathering and compiling of metrics to contribute to regular reports that describe the state of client interactions.
Assist with the assignment of tickets in the queue.
Training and Mentoring : Assist with the training and mentoring of student employees and more junior full-time staff.
Provide feedback regarding student workers and more junior team members to management.
Performs all other duties as assigned.