Job Information
The University of Texas at Arlington Helpdesk Analyst II in Arlington, Texas
Helpdesk Analyst II
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Please see Special Instructions for more details.
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.
Posting Details
Position Information
Posting Number S05545P
Position Title Helpdesk Analyst II
Department OIT Service Management
Location Arlington
Job Family Information Technology
Position Status Full-time
Work Hours Standard
Work Schedule
Monday through Friday; 8:00 am to 5:00 pm
May work off-hours to facilitate client escalation and routine agent support.
Open to External and Internal
Salary Salary is commensurate based on qualifications and relevant experience.
Duration Funding expected to continue
Pay Basis Monthly
Benefits Eligible Yes
Benefits at UTA
We are proud to offer a comprehensive benefits package to all our employees at the University.
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
University Information
The University of Texas at Arlington 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. UTA is a comprehensive teaching, research, and public service institution dedicated to the advancement of knowledge through scholarship and creative work. The University is committed to providing access and ensuring student success, and to a culture of innovation, entrepreneurship, and commercialization of discoveries by our community of scholars. With an enrollment of more than 40,000 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. UTA ranks No. 4 nationally in Military Times’ annual “Best for Vets: Colleges” list and is among the top 30 performers nationwide for promoting social mobility of its graduates (U.S. News & World Report, 2023). UTA is designated by the U.S. Department of Education as both a Hispanic-Serving Institution (HSI) and an Asian American and Native American Pacific Islander-Serving Institution (AANAPISI), and it has one of the top 5 most ethnically diverse undergraduate student bodies in the United States (U.S. News & World Report, 2023). Its approximately 270,000 alumni, including some who occupy leadership positions at many of the 24 Fortune 500 companies headquartered in North Texas, contribute to UTA’s $22.2 billion annual economic impact on Texas.
Furthermore, UTA is poised to experience widespread growth in the near future. The university recently launched the first phase of its RISE 100 initiative aimed at recruiting 100 new tenure-system faculty to amplify research standing and position UTA as a leader in key scholarly areas; more details are available at https://www.uta.edu/administration/president/strategic-plan/rise100 . The successful candidate for this position will have the opportunity to join UTA during an exciting period of growth and contribute as the university broadens its impact.
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.
Performs other duties as assigned.
Coordinate support efforts to resolve system outage.
Act as subject matter expert for Help Desk.
Minimum Qualifications
Associate’s degree in related field with four (4) years of related computing work experience; or any equivalent combination of education, training and experience.
Prior experience providing customer service in a Help Desk or technical support environment.
Experience supervising, training, and leading teams.
Experience creating innovative solutions.
Familiarity with multi-lined phones systems.
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.
Call center experience.
Experience utilizing PeopleSoft, UTShare, Office 365 Admin, Exchange Admin Console, Listservs, Sharepoint, Console, and Live Support.
Experience with help desk tracking software such as Service Now.
Experience managing social media accounts.
Teaching technical courses to novice computer users.
Preferred Qualifications
Don’t meet every single qualification exactly ? At our organization, we are dedicated to building an authentic workplace, so if you’re excited about this role and think your past experience may not align perfectly, we encourage you to apply anyway. You may be just the right candidate for this or other roles!
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, including performance management and mentoring.
Proficient in deploying, managing, and supporting multiple operating systems, including macOS, Windows, Android, and iOS.
Demonstrated experience in creating and implementing innovative technical solutions to enhance IT service delivery.
Knowledge, Skills and Abilities
In-depth knowledge of computing principles, communications networks, and the characteristics of hardware and software used in distributed computing environments.
Exceptional written and verbal communication skills, with the ability to document and convey complex technical instructions clearly to users with varying levels of technical expertise.
Ability to design and deliver comprehensive training sessions and documentation for end-users and junior IT staff.
Knowledge of the University’s brand standards.
Knowledge and experience with mail or server administration, and experience developing.
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.
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.
Desire to continue to learn and grow professionally and personally.
Call center experience.
Various customer service background in a computer related field.
Other Requirements
Working Conditions
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.
Special Conditions for Eligibility
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.
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.
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.
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
*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 2 years
2 to 3 years
4 to 5 years
6 years or more
*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
Cover/Interest Letter
Optional Documents
The University of Texas at Arlington
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