Job description
Posting Details
Position Information
Posting Number
S04568P
Position Title
Help Desk Analyst I (S04568P)
Department
OIT Help Desk
Location
Arlington
Job Family
Information Technology
Position Status
Full-time
Work Hours
Flexible
Work Schedule
Hours are based off Help Desk coverage needs and agent availability. The Help Desk hours of operation:
Monday – Thursdays 7:00a – 9:00p
Fridays 7:00a – 8:00p
Saturdays and Sundays 9:00a – 6:00p
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 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 and Responsibilities
- 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 assigned.
Required Qualifications
- Associate’s Degree in related field and/or two years of related computing work experience; or any equivalent combination of education, training and experience.
KNOWLEDGE
,
SKILLS
AND
ABILITIES
:
- 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.
- 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).
- 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).
- Research and data-mining aptitude.
- Conflict resolution/management.
- Excellent interpersonal skills.
- Excellent phone etiquette.
- Solid triaging skills.
- Knowledge of Help Desk ticket tracking software.
- Knowledge of Microsoft Office programs.
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!
- Proficient Help Desk experience.
- Telephone support and in person support experience.
- Solid 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.
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 (*).
- * 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
- * How many years of experience do you have with PCs, Macs, Linux, Android, iOS?
- None/less than 2 years
- 2 to 3 years
- 4 to 5 years
- 6 years or more
- * How many years of experience do you have working with computer hardware and software in a distributed environment?
- None/less than 2 years
- 2 to 3 years
- 4 to 5 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
- * Do you have experience with training or creating Knowledge base documentation?
- Yes
- No
Documents Needed To Apply
Required Documents
Optional Documents
- Resume or CV
- Cover/Interest Letter
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