Part-Time Help Desk Analyst I

Part-Time Help Desk 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.

Posting Details

 Position Information 

Posting Number  | S06444P
Position Title  | Part-Time Help Desk Analyst I
Department  | OIT Service Management
Location  | Arlington
Position Status  | Part-time
Work Schedule  | Help Desk hours are determined based on coverage requirements and agent availability. Operating hours are as follows: Monday through Thursday from 7:00 AM to 9:00 PM Friday from 7:00 AM to 8:00 PM Sunday from 9:00 AM to 6:00 PM
Salary  | Hourly Rate is commensurate based on qualifications and relevant experience up to $17.
Pay Basis  | Hourly
Job Summary  | The Help Desk Analyst I will be an integral part of our IT support team, responsible for providing technical assistance and support to our internal users. You will be the initial point of contact for all IT-related inquiries and issues, ensuring timely resolution and excellent customer service. This role offers an exciting opportunity to develop your technical skills while contributing to the smooth operation of our organization’s IT systems.

Essential Duties and Responsibilities  | User Support: Provide first-line support by addressing initial user queries, troubleshooting technical problems, managing support tickets efficiently, and offering basic training and education to users on IT systems and software applications. Ensuring prompt resolution of user issues and maintaining high levels of customer satisfaction. First-Line Support Troubleshooting Ticket Management User Training and Education  Technical Operations: Troubleshooting activities, focusing on diagnosing and resolving technical problems reported by end-users. Utilizing troubleshooting methodologies and IT knowledge effectively to address issues promptly.TroubleshootingDocumentation and Collaboration: Maintaining documentation and knowledge base articles for common IT issues and solutions. Documenting troubleshooting procedures and collaborating with other IT teams to share knowledge and improve team efficiency.DocumentationTeamwork and Collaboration: Collaborating with other IT teams to resolve complex issues and the ability to collaborate with colleagues and contribute to team goals. A willingness to share knowledge and support peers to achieve collective success. Performs other duties as assigned.

Minimum Qualifications  | High school diploma or equivalent. One (1) year of experience in a technical support role, preferably in a help desk or service desk environment, or an equivalent mix of education and relevant experience in similar role.

Preferred Qualifications  | Associate degree in information technology, computer science, or a related field. Professional help desk experience. Telephone support and in-person support experience. Experience with Help Desk tracking software such as ServiceNow, ADUC, and Office 365. Experience in performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc.

Knowledge, Skills and Abilities  | Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software. Familiarity with hardware components, networking concepts, and troubleshooting methodologies. Professional interpersonal and communication skills with a customer-centric approach. Ability to remain calm and courteous while assisting users with technical issues and inquiries. A great mindset with excellent problem-solving skills. Ability to diagnose and resolve technical issues while adhering to established procedures. Willingness to learn new technologies and adapt to evolving IT environments. Ability to work effectively under pressure in a fast-paced, dynamic team environment. Proven ability to collaborate with colleagues and contribute positively to team goals. A willingness to share knowledge and support peers to achieve collective success. Knowledge of Help Desk/Information Desk work environment. Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls Self-motivating, self-directing with excellent interpersonal skills. Excellent phone etiquette with professional triaging skills. Ability to type at least 40 WPM on a keyboard.

Other Requirements  |
Workplace and Eligibility 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.
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  | 3
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