IT Analyst II
The University of Texas at ArlingtonArlington, TX, USjob_description.job_card.variable_hours_ago
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job_description.job_card.job_descriptionBachelor's degree in a related field and a minimum of three years of hands-on computing work experience supporting computing endpoints; or any equivalent combination of education, training and experience. Prior experience providing customer service in a front facing technical support environment. Prior experience supporting students, faculty, and staff in a higher-education setting. 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. Analyzes, identifies, repairs, and restores services for various common account, 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. 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. Prepare and setup computers to be delivered and coordinate with other teams or with clients directly to provide White Glove Service. Check-Out / Check-In computers and provide assistance to end users about computer setup and peripherals. Maintain, manage and track inventory. Organize computer storage areas (stock rooms) and assist with computer shipment arrivals. Maintain precise documentation for asset tracking, assignment of devices, life of asset and compliance.
Job Summary
The IT Analyst II provides 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 equivalent mix of education and relevant experience in similar role.
Preferred Qualifications
Essential Duties And Responsibilities
Customer Support :
Tier 1 & Tier 2 Troubleshooting :
Ticket and Process Documentation
Performs other duties as assigned
Job Specific Duties
J-18808-Ljbffr
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