IT Analyst I

IT Analyst I

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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.

 Position Information 

Posting Number  | S06527P
Position Title  | IT Analyst I
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 the 24/7 nature of IT. Potential for specialized schedule that includes 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 I will provides beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 client support, that is support for process-driven and documented known issues. Technical issues and skills will vary but include account access, email, network connectivity, software, academic technology, computing endpoint devices, printers and other technology peripherals.

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 IT Support teams to resolve common tickets/issues. Ensure prompt resolution of client issues and maintain high levels of customer satisfaction. Escalate issues internally as needed, & monitor progress through resolution.  Tier 1 Troubleshooting: Analyzes, identifies, repairs, and restores services for various common accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues. Resolve common reoccurring issues for clients. Assist clients 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. Notify supervisor on need to updates knowledge articles and technical documents when work is impacted. Job Specific 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.
Minimum Qualifications  | High school diploma/GED. Experience providing customer service in a front-facing role, with hands-on or remote computing experience. Willingness and ability to obtain job-related certifications as required (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate).
Preferred Qualifications  | Associates Degree in a related field. One (1) year 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  | 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 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  | Lifting and moving up to 40 pounds, moving computers and other computer peripherals. Ability to drive UTA vehicles. On-site position covering all UTA Arlington Campus locations.
Workplace and Eligibility Conditions  | 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

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 (*).

Documents Needed To Apply

OFFICE OF TALENT, CULTURE AND ENGAGEMENT
J.D. Wetsel Service Center
1225 W. Mitchell Road
Arlington, TX 76019