Job Description

Job Summary
The Senior IT Analyst will provide 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.
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.
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.
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.
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.
Performs other duties as needed.
Job Specific Duties
As a Sr. IT Analyst for OIT Service Management, you will deploy agent performance metrics including interaction quality, service levels, and schedule adherence in a call center environment utilizing Genesys Cloud CX and ServiceNow. Your role further involves ensuring operational efficiency through escalation handling, access management, and providing clear direction and leadership to junior staff members.
Minimum Qualifications
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 an equivalent mix of education and relevant experience in similar role.
Obtain certifications as required by manager. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed).
Preferred Qualifications
Five (5) 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.
Experience performing quality assurance tasks such as creating reports, reviewing tickets, providing feedback, monitoring calls, surveying clients, etc.
Knowledge, Skills and Abilities
Technical Skills:
Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software.
Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
Customer Service:
Strong interpersonal and communication skills with a client-centric approach.
Ability to remain calm and courteous while assisting clients with technical issues and inquiries.
Problem-Solving:
A great mindset with excellent problem-solving skills.
Ability to diagnose and resolve technical issues while adhering to established procedures.
Adaptability:
Willingness to learn new technologies and adapt to evolving IT environments.
Ability to work effectively under pressure in a fast-paced, dynamic team environment.
Teamwork:
Proven ability to collaborate with colleagues and contribute positively to team goals.
A willingness to share knowledge and support peers to achieve collective success.
Initiative:
The ability to work independently with ownership and minimal supervision.
Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
Takes responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
Documentation & Presentation:
Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations.
Other Requirements
Must be eligible to drive UTA vehicles.
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.
Workplace and Eligibility Conditions
On-site position covering all UTA Arlington Campus locations.
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.