Help Desk Analyst II (S04287P)

The University of Texas at Arlington

Arlington, TX

ID: 7126399
Posted: February 23, 2023
Application Deadline: Open Until Filled

Job Description

Job Summary
Responsible for ensuring an outstanding level of customer service by providing direct IT support to students, faculty and staff in their university activities and by supervising the Help Desk technical support staff. Provide second-tier support to end users for personal computing devices, server applications, and hardware. Handle problems that the first-tier of Help Desk support is unable to resolve. Provide administrative support and reporting.

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.
Essential Duties and Responsibilities
Directly assist clients with credentialing needs via phone, email, chat, or in person and support clients with desktop computing, data communication, network connectivity, and telecommunications software/equipment
Provide leadership, training, supervision, and growth opportunities to direct reports.
Compile daily, weekly, monthly, and/or annual metrics report.
Actively participate in the Help Desk communications team to deliver timely and accurate notifications to the campus community; communications include system outage notifications, special announcements, and general IT notifications.
Complete administrator tasks within Service Now, Knowledge base articles, PureCloud, Microsoft Office 365 Admin, MFA Admin Services, Canvas, Active Directory, and Help Desk workstations
Create and update knowledge articles in Service Now.
Provide quality assurance and act as client advocate by reviewing all open tickets, communicating between other OIT groups and the client
Coordinate support efforts to resolve system outages
Act as subject matter expert for Help Desk
Performs other duties and functions as assigned.
Required Qualifications
Associate’s Degree in related field with four (4) years of related computing work experience; or any equivalent combination of education, training and experience.

The following knowledge, skills, and abilities are required:
Prior experience providing customer service in a Help Desk or technical support environment
Experience supervising, training, and leading teams
Knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment
Knowledge and experience utilizing and supporting Mac, Windows, Android, and iOS
Knowledge and experience using ADUC, Exchange Management Console, IDM, and LDAP
Ability to assimilate, retain and utilize technical and applications-oriented information;
Experience creating innovative solutions
Excellent communication skills, both written and spoken
Ability to clearly communicate complex instructions to audiences of varying skill levels.
Knowledge of Help Desk/ Information Desk work environment.
Solid Customer Service experience.
Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls).
Desire to offer help.
Excellent verbal and written communication skills.
Ability to gathering, interpret and recode research and data.
In-depth working knowledge of Microsoft and Apple operating systems, smart phones, and other mobile devices.
In-depth working knowledge of common applications used on above machines (ie, Microsoft Office Suite).
Ability to conduct research and have a data-mining aptitude.
Conflict resolution/management.
Managing ambiguity.
Excellent interpersonal skills.
Excellent phone etiquette.
Solid triaging skills.
Knowledge of Help Desk ticket tracking software, preferably Service Now.
Knowledge of Microsoft Office programs.
Able to type at least 40 WPM on a keyboard.
Preferred Qualifications
Knowledge, skills, and abilities preferred:
Familiarity with multi-lined phones systems.
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.
Desire to continue to learn and grow professionally and personally.
Call center experience.
Diversified customer service background in a computer related field.
Experience utilizing PeopleSoft, UTShare, Office 365 Admin, Exchange Admin Console, Listservs, Cascade Server, Sharepoint, SecureDoc Console, Box Admin, DUO Admin, and Live Support.
Experience with help desk tracking software such as Service Now.
Experience managing social media accounts.
Knowledge of the University’s brand standards.
Knowledge and experience with mail or server administration, and experience developing.
Teaching technical courses to novice computer users.
HDI-SCA certification.
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.