IT Analyst II
IT Analyst II
Posted on :
06-09-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
06-09-2025
Job Description
Job Summary
The IT Analyst II provides intermediate to advanced frontline technology support for client requests and incidents through chat phone calls and / or walk-up client interactions. Handles Tier 1 to Tier 2 client support that is support for process-driven and documented known issues and Tier 2 escalation for process-driven errors. Technical issues and skills will vary but include account access email network connectivity software academic technology computing endpoint devices printers and other technology peripherals.
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. Escalate issues internally as needed & monitor progress through resolution. Tier 1 & Tier 2 Troubleshooting: Analyzes identifies repairs and restores services for various common account email network connectivity software academic technology and endpoint device and peripherals issues. Resolve common reoccurring issues for clients. If necessary perform more intermediate technical assistance if expected guides do not resolve the issue as expected. Assists clients and tier 1 support staff in finding the right pre-existing training material for their questions. Ticket and Process Documentation : Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements. Request updates to the knowledge articles update existing internal technical documentation and ServiceNow templates for known issues as needed. Make recommendations on new documentation that can address known issues that may not be documented. Complete first draft of internal technical beginner to intermediate issue documentation. Performs other duties as assigned Job Specific Duties Prepare and setup computers to be delivered and coordinate with other teams or with clients directly to provide White Glove Service. Check-Out/Check-In computers and provide assistance to end users about computer setup and peripherals. Maintain manage and track inventory. Organize computer storage areas (stock rooms) and assist with computer shipment arrivals. Maintain precise documentation for asset tracking assignment of devices life of asset and compliance.
Minimum Qualifications
Associates degree in a related field. Two (2) years of hands-on or remote computing work experience providing customer service in a front facing capacity; or four (4) years of equivalent mix of education and relevant experience in similar role.
Preferred Qualifications
Bachelors degree in a related field and a minimum of three years of hands-on computing work experience supporting computing endpoints; or any equivalent combination of education training and experience. Prior experience providing customer service in a front facing technical support environment. Prior experience supporting students faculty and staff in a higher-education setting.
Work Schedule
Monday Friday 8:00 AM 5:00 PM With an understanding of the 24/7 nature of work off-hours to perform emergency and routine system maintenance. 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 to address service outages.
The IT Analyst II provides intermediate to advanced frontline technology support for client requests and incidents through chat phone calls and / or walk-up client interactions. Handles Tier 1 to Tier 2 client support that is support for process-driven and documented known issues and Tier 2 escalation for process-driven errors. Technical issues and skills will vary but include account access email network connectivity software academic technology computing endpoint devices printers and other technology peripherals.
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. Escalate issues internally as needed & monitor progress through resolution. Tier 1 & Tier 2 Troubleshooting: Analyzes identifies repairs and restores services for various common account email network connectivity software academic technology and endpoint device and peripherals issues. Resolve common reoccurring issues for clients. If necessary perform more intermediate technical assistance if expected guides do not resolve the issue as expected. Assists clients and tier 1 support staff in finding the right pre-existing training material for their questions. Ticket and Process Documentation : Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements. Request updates to the knowledge articles update existing internal technical documentation and ServiceNow templates for known issues as needed. Make recommendations on new documentation that can address known issues that may not be documented. Complete first draft of internal technical beginner to intermediate issue documentation. Performs other duties as assigned Job Specific Duties Prepare and setup computers to be delivered and coordinate with other teams or with clients directly to provide White Glove Service. Check-Out/Check-In computers and provide assistance to end users about computer setup and peripherals. Maintain manage and track inventory. Organize computer storage areas (stock rooms) and assist with computer shipment arrivals. Maintain precise documentation for asset tracking assignment of devices life of asset and compliance.
Minimum Qualifications
Associates degree in a related field. Two (2) years of hands-on or remote computing work experience providing customer service in a front facing capacity; or four (4) years of equivalent mix of education and relevant experience in similar role.
Preferred Qualifications
Bachelors degree in a related field and a minimum of three years of hands-on computing work experience supporting computing endpoints; or any equivalent combination of education training and experience. Prior experience providing customer service in a front facing technical support environment. Prior experience supporting students faculty and staff in a higher-education setting.
Work Schedule
Monday Friday 8:00 AM 5:00 PM With an understanding of the 24/7 nature of work off-hours to perform emergency and routine system maintenance. 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 to address service outages.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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