Helpdesk Analyst I
The University of Texas at Arlington

Posting Number:

S05920P

Position Title:

Helpdesk Analyst I

Department:

OIT Service Management

Location:

Arlington

Job Family:

Information Technology

Position Status:

Full-time

Work Hours:

Standard

Work Schedule:

Monday through Friday; 8:00am - 5:00pm

Open to:

External and Internal

Salary:

Salary is commensurate based on qualifications and relevant experience.

Duration:

Funding expected to continue

Pay Basis:

Monthly

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

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.

Job Summary:

As a Help Desk Analyst I, you 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.
  • Troubleshooting

Documentation 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.
  • Documentation

Teamwork 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.

Minimum Qualifications:

• High school diploma or equivalent required.
• A minimum of one (1) year of experience in a technical support role, preferably in a help desk or service desk environment.
• Experience with ticketing systems and remote support tools is desirable.

Preferred Qualifications:

• Associate or bachelor's degree in information technology, Computer Science, or related field.
• Professional Help Desk experience.
• Telephone support and in person support experience.
• Professional customer service background in a computer-related field.
• 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.
• Prior experience in a customer service or support role, even outside of the IT field.

Knowledge, Skills and Abilities:

• Knowledge of Help Desk/ Information Desk work environment.
• Knowledge and experience in creating documentation using Microsoft Word Applications.
• Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software.
• Solid attention to detail to accurately document user issues, follow troubleshooting procedures meticulously, and ensure thorough resolution of technical problems.
• Familiarity with hardware components, networking concepts, and troubleshooting methodologies.
• Solid 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.
• Ability to multi-task (ex: navigate computer programs and ticketing system while taking
• phone calls)
• Solid triaging skills.
• Ability to type at least 40 WPM on a keyboard.

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.

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.

Number of Vacancies:

1

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.

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