Posting Details
Position Information
Posting Number S06558P Position Title IT Analyst II Department OIT Academic Technology Location Arlington Position Status Full-time Work Schedule
Monday to Friday, 8:00 AM to 5:00 PM
- With the understanding of 24/7 nature of IT.
- On-site position covering all UTA Arlington Campus locations.
- Potential for specialized schedules that include night and weekend hours.
- Potential for on call rotation duty to address service outages.
Salary Salary is determined based on education and experience. Pay Basis Monthly Job Summary
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.
Customer Support
Essential Duties and 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.
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.
Minimum Qualifications
- 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.)
Preferred Qualifications
- 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.
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.
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.
- Take responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
Other Requirements
- Ability to drive UTA vehicles.
Workplace and Eligibility Conditions
- 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.
Benefits Eligible Yes Benefits at UTA
We are proud to offer a comprehensive benefits package to all our employees at the University.
https://www.uta.edu/hr/employee-benefits
Benefits
To help you understand the full value of these benefits, we have created a tool that calculates the total worth of your compensation package. This tool takes into account all of the benefits that you are eligible for, including health insurance, retirement plans, and paid time off. To access this tool and learn more about the total value of your benefits, please click on the following link:
https://resources.uta.edu/hr/services/records/compensation-tools.php
CBC Requirement
It is the policy of The University of Texas at Arlington to conduct a criminal background check on any applicant who is under final consideration for employment with the University.
This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA-48. By assuming this position, and
if you have access to critical infrastructure, you authorize the University to conduct routine background checks.
EEO Statement
It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.
University Information
The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.
UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community. Furthermore, UTA has launched the RISE 100 initiative, aiming to recruit 100 new tenure-system faculty to strengthen its research enterprise and leadership in key academic areas. Learn more at
https://www.uta.edu/administration/president/strategic-plan/rise100.
This is an exciting time to join UTA and contribute to its bold vision for the future.
ADA Accommodations
The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email
ADADocs@uta.edu.
Posting Detail Information
Number of Vacancies 1 Open Until Filled Minimum Number of References Required 3 Maximum Number of References Accepted 3 Special Instructions to Applicants
Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, and major.
Requirement Questions
Required fields are indicated with an asterisk (*).
- What is the highest level of education attained?
- GED
- High School Diploma
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- PhD or equivalent
- How many technology-related certifications do you hold?
- Number of years of experience do you have performing technical work?
- None/Less than 2 years
- 2 to 3 years
- 4 to 5 years
- 6 or more years
- How many years of experience do you have with PC's, Macs, Linux, Android, &/or iOS?
- None/less than 2 years
- 2 to 3 years
- 4 to 5 years
- 6 years or more
- How many years of experience maintaining learning spaces, testing spaces, or devices kept with identical configurations (Computer Labs, Digital Labs, Shared Devices)?
- None/less than 1 year
- 1 to 2 years
- 2 to 3 years
- 4 or more years
- Do you possess a valid Texas Class C operator driver's license or any other states equivalent to driving a personal vehicle?
Documents Needed To Apply
Required Documents
Optional Documents
