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Help Desk Analyst I (S04513P)

Company

University of Texas at Arlington
Address , Arlington, 76013, Tx
Employment type FULL_TIME
Salary
Expires 2023-06-26
Posted at 1 year ago
Job Description

Posting Details

Position Information

Posting Number
S04513P

Position Title
Help Desk Analyst I (S04513P)

Department
OIT Help Desk

Location
Arlington

Job Family
Information Technology

Position Status
Full-time

Work Hours
Standard

Work Schedule
Hours are based off Help Desk coverage needs and agentavailability. The Help Desk hours of operation:
Monday – Thursdays 7:00a – 9:00p
Fridays 7:00a – 8:00p
Saturdays and Sundays 9:00a – 6:00p

Open to
External and Internal

FLSA

Salary
Salary is commensurate based on qualifications and relevant experience.

Duration
Funding expected to continue

Pay Basis
Monthly

Benefits Eligible
Yes

Job Summary
Maintain and support a customer service friendly Help Desk that provides tier-one computerand credential support to clients by phone, e-mail, live support (online chat), or in person.Administer and provide advanced account support.

Essential Duties and Responsibilities
  • Create and update knowledge articles, documentation, and web pages.
  • Provide account assistance by phone, e-mail, online chat, and in-person for UTA students, faculty, staff, and UTA affiliates.
  • Assist students, faculty, staff, and visitor/guest/vendors with connecting to the University wireless network.
  • Provide technical computer support (hardware and software) via phone, email and in person for UTA Students, Faculty/Staff and Visitors.
  • Act as client advocate by reviewing all open tickets and communicating between other OIT groups and the client.
  • Provide internal and external training to students, faculty, and staff.
  • Performs other duties assigned.

Required Qualifications
  • Associate’s Degree in related field and/or two (2) years of related computing work experience; or any equivalent combination of education, training and experience.


Required knowledge, skills, and abilities:
  • Ability to assimilate, retain and utilize technical and applications-oriented information.
  • Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment.

Preferred Qualifications
Don’t meet every single qualification exactly? At our organization, we are dedicated to building a diverse, inclusive and 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!
  • Telephone support and in person support experience.
  • Ability to gathering, interpret and recode research and data.
  • Excellent interpersonal skills.
  • Solid diversified customer service background in a computer related field.
  • Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls)
  • Knowledge and experience creating documentation using Microsoft Word, Microsoft Publisher, Express Web, Dreamweaver, Wiki, or content management system.
  • In-depth working knowledge of Microsoft and Apple operating systems, smart phones, and other mobile devices.
  • Knowledge of Help Desk ticket tracking software.
  • Experience performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc.
  • Knowledge of Microsoft Office programs.
  • Managing ambiguity.
  • Solid Help Desk experience.
  • In-depth working knowledge of common applications used on above machines (ie, Microsoft Office Suite).
  • Conflict resolution/management.
  • Excellent verbal and written communication skills.
  • Research and data-mining aptitude.
  • Experience with Help Desk tracking software such as ServiceNow, ADUC, and Office 365.

Working Conditions

Special Conditions for Eligibility

Working Title

EEO Statement

UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.


Posting Detail Information

Number of Vacancies
1

Desired Start Date

Open Date

Review Start Date

Open Until Filled

Minimum Number of References Required
3

Maximum Number of References Accepted

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 (*).

  • Bachelor's degree
  • Master's degree or higher
  • Associate's degree
  • None of the above
  • * What is the highest degree you have attained? (Please specify in your resume)
    • Associate's degree
    • Bachelor's degree
    • Master's degree or higher
    • None of the above
  • 2 to 3 years
  • * How many years of experience do you have working with PCs, Macs, Linux, Android, IOS?
    • None/less than 2 years
    • 2 to 3 years
    • 4 to 5 years
    • 6 years or more
  • 4 to 5 years
  • 6 years or more
  • None/less than 2 years
  • 2 to 3 years
  • 6 years or more
  • * 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
  • None/less than 2 years
  • 4 to 5 years

Documents Needed To Apply

Required Documents
  • Resume or CV
  • Cover/Interest Letter
Optional Documents