Job Description

Job Summary
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.
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 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.
Minimum Qualifications
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).
Preferred Qualifications
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.
Knowledge, Skills and Abilities
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.
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 minimal supervision.
Act with ownership and accountability to manage and prioritize tasks effectively with little guidance.
Take responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
Other Requirements
Lifting and moving up to 40 pounds, moving computers and other computer peripherals.
Ability to drive UTA vehicles.
On-site position covering all UTA Arlington Campus locations.
Workplace and Eligibility Conditions
May work around standard office conditions.
May work in all weather conditions.
Repetitive use of a keyboard at a workstation.
Climbing stairs and ladders.