Lead IT Analyst

Lead IT Analyst

Bookmark this Posting Print Preview | Apply for this Job

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  | S06386P
Position Title  | Lead IT Analyst
Department  | OIT System Operations
Location  | Arlington
Position Status  | Full-time
Work Schedule  | Monday – Friday, 8:00 AM – 5:00 PM With an understanding of the 24/7 nature of IT. On-site position covering all UTA Arlington Campus locations. Potential for specialized schedule that includes night and weekend hours. Potential for on-call rotation duty, or off-hours work to address service outages.
Salary  | Salary is commensurate based on qualifications and relevant experience.
Pay Basis  | Monthly

Job Summary  | The Lead IT Analyst provides advanced frontline technology support and leadership for a team handling client requests and incidents through chat, phone calls, and walk-up interactions. Acts as an escalation point for issues unresolved by advanced tier support. Responsible for training and coaching student workers and lower tier staff members. Additional duties include leading projects and documentation efforts. Technical issues and skills will vary but encompass account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.

The annual salary for this position ranges from $69,700 – $84,000. The final offer will be based on the candidate’s experience, qualifications, and overall fit for the role.

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. Record client requests and incidents in the ticketing system following documentation requirements. Escalate issues internally as needed, & monitor progress through resolution. 

Training and Mentoring: Assist with the training and mentoring of student employees and full-time staff. Provide professional and technical guidance to student workers and more junior full time team members. Provide feedback regarding student workers and more junior staff to management.

Tier N Troubleshooting: Acts as an escalation point for more complex technical issues that cannot be resolved by advanced troubleshooting. Works collaboratively with internal IT teams and vendors to troubleshoot, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripherals issues.

Documentation and Reporting Develop technical documentation to improve client experience and awareness of problems, known issues, and available technology. Lead project-based testing and evaluation of updated technology products that affect the overall client experience at UTA. Gather and compile metrics to contribute to regular reports that describe the state of client interactions. Assign tickets from the queue to the appropriate resources including junior staff and other departments.

Projects Act as a technical lead or project resource in projects that impact the services and clients of the broader team. Work with the team and management to prepare for changes that arise as part of the project. Follow project management principles in order to fulfill duties related to projects. Performs other duties as needed.

Minimum Qualifications  | Bachelor’s degree in a related field. Six (6) years of hands-on computing work experience providing customer service in a front facing capacity; or ten (10) years of an equivalent mix of education and relevant experience in similar role.

Preferred Qualifications  | Seven (7) or more years of hands-on computing work experience supporting computing endpoints Prior experience providing customer service in a front facing technical support environment. Experience working in projects or other leadership experiences with teams. 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.

Knowledge, Skills and Abilities  | Ability to obtain certifications as required by manager. Example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed. Ability to drive UTA vehicle.
Technical Skills: Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software. Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
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.
Problem-Solving: A great mindset with excellent problem-solving skills. Ability to diagnose and resolve technical issues while adhering to established procedures.
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 ownership and minimal supervision. Act with ownership and accountability to manage and prioritize tasks effectively with little guidance. Takes responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.
Documentation & Presentation: Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations.
Other Requirements  |
Workplace and Eligibility Conditions  | Lifting and moving up to 40 pounds, moving computers and other computer peripherals. May work in all weather conditions.
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.

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 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.
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