University of Texas at Arlington Looking for Help Desk Analyst I (S03532P) Full Time

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

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

Required Qualifications:
Associate’s degree in related field. Two (2) years of related computing work experience; or any equivalent combination of education, training and experience. The following knowledge, skills, and abilities are required: Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment. Ability to assimilate, retain and utilize technical and applications-oriented information.

Preferred Qualifications:
Strong Help Desk experience. Telephone support and in person support experience. Strong diversified customer service background in a computer related field. Experience with Help Desk tracking software such as ServiceNow, ADUC, and Office 365. Experience performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc. Knowledge and experience creating documentation using Microsoft Word, Microsoft Publisher, Express Web, Dreamweaver, Wiki, or content management system.

Knowledge, skills and abilities:
Knowledge of Help Desk/ Information Desk work environment

• Strong Customer Service experience
• Ability to multi-task (ex: navigate computer programs and ticketing system while taking

phone calls)

• Strong desire to help
• Excellent verbal and written communication skills
• Self-motivating
• Self-directing
• 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)
• Research and data-mining aptitude
• Conflict resolution/management
• Managing ambiguity
• Excellent interpersonal skills
• Excellent phone etiquette
• Strong triaging skills
• Knowledge of Help Desk ticket tracking software
• Knowledge of Microsoft Office programs
• Able to type at least 40 WPM on a keyboard

Special Instructions:
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.

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.

Open Until Filled: No

Location: Arlington