Job Description

Position Information

Posting Number

S06454P

Position Title

Helpdesk Analyst II

Department

OIT Service Management

Location

Arlington

Position Status

Full-time

Work Schedule

Monday - Friday; 11:00am - 7:00pmMay work off-hours to facilitate client escalation and routine agent support.

Salary

Salary is commensurate based on qualifications and relevant experience.

Pay Basis

Monthly

Job Summary

The Help Desk Analyst II will be responsible for ensuring an outstanding level of customer service by providing direct IT support to students, faculty and staff in their university activities and by supervising the Help Desk technical support staff. Provide second-tier support to end users for personal computing devices, server applications, and hardware. Handle problems that the first tier of Help Desk support is unable to resolve. Provide administrative support and reporting.

Essential Duties and Responsibilities

Directly assist clients with credentialing needs via phone, email, chat, or in person and support clients with desktop computing, data communication, network connectivity, and telecommunications software/equipment. Provide leadership, training, supervision, and growth opportunities to direct reports. Compile daily, weekly, monthly, and/or annual metrics report. Actively participate in the Help Desk communications team to deliver timely and accurate notifications to the campus community. Communications include: system outage notifications, special announcements, and general IT notifications. Complete administrator tasks within Service Now, Knowledge base articles, PureCloud, Microsoft Office 365 Admin, MFA Admin Services, Canvas, Active Directory, and Help Desk workstations. Create and update knowledge articles in Service Now. Provide quality assurance and act as client advocate by reviewing all open tickets, communicating between other OIT groups and the client. Coordinate support efforts to resolve system outage. Act as subject matter expert for Help Desk. Performs other duties as assigned.

Minimum Qualifications

Associate's degree in related field. Four (4) years of related computing work experience. + Or six (6) years of an equivalent mix of education and relevant experience in similar role.

Preferred Qualifications

Associate's degree in information technology, Computer Science. Extensive experience providing technical support and customer service in a Help Desk or IT support environment, with a focus on troubleshooting and resolving complex technical issues. Proven experience in supervising, training, and leading technical support teams. Demonstrated experience in creating and implementing innovative technical solutions for IT service delivery.

Knowledge, Skills and Abilities

In-depth knowledge of computing principles, communications networks, characteristics of hardware/software used in distributed computing environments. Proficient in deploying, managing, and supporting operating systems: macOS, Windows, Android, and iOS. Written and verbal communication skills; document and convey complex technical instructions clearly to users with varying levels of technical expertise. Ability to design and deliver comprehensive training and documentation for end-users and junior IT staff. Prior experience providing customer service in a Help Desk or technical support environment. Experience supervising, training, and leading teams. Knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment. Knowledge and experience utilizing and supporting Mac, Windows, Android, and iOS. Knowledge and experience using ADUC, Exchange Management Console, IDM, and LDAP. Ability to assimilate, retain and utilize technical and applications-oriented information. Experience creating innovative solutions and familiarity with multi-lined phone systems. Prior experience supporting students, faculty, and staff in a higher-education setting. Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls). Ability to gather, interpret and recode research and data. In-depth working knowledge of Microsoft and Apple operating systems, smart phones, and other mobile devices. In-depth working knowledge of common applications used on above machines (ie, Microsoft Office Suite. Research and data-mining aptitude, conflict resolution/management skills, and managing ambiguity. Excellent interpersonal skills and phone etiquette.

Other Requirements

Specific job requirements or physical location of positions allocated to this classification render the position security sensitive and subject to section 51.215 Texas education code provisions.

Workplace and Eligibility Conditions

All Information Technology staff - regardless of their unique position - are expected to perform their assigned duties in a manner consistent with professional standards, with full awareness of responsibilities toward managing personal and institutional data, with priority regard to delivering customer service, with an understanding of the 24/7 nature of IT and the responsibilities that creates for them as individuals, and in a constructive and effective collaboration with colleagues.

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

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

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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
Do you have experience with training or creating Knowledge base documentation?
+ Yes
+ No
How many years of experience do you have working with telephone computer support in a help desk or call-center environment?
+ None/less than 1 year
+ 1 to 2 years
+ 3 to 4 years
+ 5 or more years
How many years of experience do you have with system administration (Windows or Linux)?
+ None/less than 3 years
+ 3 to 4 years
+ 5 to 6 years
+ 7 years or more
How many years of experience do you have working with computer hardware and software in a distributed environment?
+ None/less than 2 years
+ 2 to 3 years
+ 4 to 5 years
+ 6 years or more

Documents Needed To Apply

-----------------------------

Required Documents

Resume or CV

Optional Documents

* Cover/Interest Letter