Lead IT Analyst

Job Summary
The Lead IT Analyst provides advanced frontline technology support and leadership for a team handling client requests and incidents through chat phone calls and walk-up interactions. Acts as an escalation point for issues unresolved by advanced tier support. Responsible for training and coaching student workers and lower tier staff members. Additional duties include leading projects and documentation efforts. Technical issues and skills will vary but encompass account access email network connectivity software academic technology computing endpoint devices printers and other technology peripherals. The annual salary for this position ranges from $69700 $84000. The final offer will be based on the candidates experience qualifications and overall fit for the role.

Essential Duties And Responsibilities
Customer Support: Provide technical instructions to a non-technical audience. Collaborate with other members of the IT team especially Service Desk staff but also other frontline and backend IT Support teams to resolve common tickets/issues. Ensure prompt resolution of user issues and maintain high levels of customer satisfaction. Proactively engage with clients and departments across campus to provide services or prevent issues. Record client requests and incidents in the ticketing system following documentation requirements. Escalate issues internally as needed & monitor progress through resolution. Training and Mentoring: Assist with the training and mentoring of student employees and full-time staff. Provide professional and technical guidance to student workers and more junior full time team members. Provide feedback regarding student workers and more junior staff to management. Tier N Troubleshooting: Acts as an escalation point for more complex technical issues that cannot be resolved by advanced troubleshooting. Works collaboratively with internal IT teams and vendors to troubleshoot analyzes identifies repair and restores service for various technical issues affecting accounts email network connectivity software academic technology and endpoint device and peripherals issues. Documentation and Reporting Develop technical documentation to improve client experience and awareness of problems known issues and available technology. Lead project-based testing and evaluation of updated technology products that affect the overall client experience at UTA . Gather and compile metrics to contribute to regular reports that describe the state of client interactions. Assign tickets from the queue to the appropriate resources including junior staff and other departments. Projects Act as a technical lead or project resource in projects that impact the services and clients of the broader team. Work with the team and management to prepare for changes that arise as part of the project. Follow project management principles in order to fulfill duties related to projects. Performs other duties as needed.

Minimum Qualifications
Bachelors degree in a related field. Six (6) years of hands-on computing work experience providing customer service in a front facing capacity; or ten (10) years of an equivalent mix of education and relevant experience in similar role.

Preferred Qualifications
Seven (7) or more years of hands-on computing work experience supporting computing endpoints Prior experience providing customer service in a front facing technical support environment. Experience working in projects or other leadership experiences with teams. 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.

Work Schedule
Monday Friday 8:00 AM 5:00 PM With an understanding of the 24/7 nature of IT. On-site position covering all UTA Arlington Campus locations. Potential for specialized schedule that includes night and weekend hours. Potential for on-call rotation duty or off-hours work to address service outages.