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.
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.
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.
- 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.
