Helpdesk Analyst II
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Job Location:
Arlington, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Summary
The Help Desk Analyst II will be responsible for ensuring an outstanding level of customer service by providing direct IT support to students faculty and staff in their university activities and by supervising the Help Desk technical support staff. Provide second-tier support to end users for personal computing devices server applications and hardware. Handle problems that the first tier of Help Desk support is unable to resolve. Provide administrative support and reporting.
Essential Duties And Responsibilities
Directly assist clients with credentialing needs via phone email chat or in person and support clients with desktop computing data communication network connectivity and telecommunications software/equipment. Provide leadership training supervision and growth opportunities to direct reports. Compile daily weekly monthly and/or annual metrics report. Actively participate in the Help Desk communications team to deliver timely and accurate notifications to the campus community. Communications include: system outage notifications special announcements and general IT notifications. Complete administrator tasks within Service Now Knowledge base articles PureCloud Microsoft Office 365 Admin MFA Admin Services Canvas Active Directory and Help Desk workstations. Create and update knowledge articles in Service Now. Provide quality assurance and act as client advocate by reviewing all open tickets communicating between other OIT groups and the client. Coordinate support efforts to resolve system outage. Act as subject matter expert for Help Desk. Performs other duties as assigned.
Minimum Qualifications
Associates degree in related field. Four (4) years of related computing work experience. Or six (6) years of an equivalent mix of education and relevant experience in similar role.
Preferred Qualifications
Associates degree in information technology Computer Science. Extensive experience providing technical support and customer service in a Help Desk or IT support environment with a focus on troubleshooting and resolving complex technical issues. Proven experience in supervising training and leading technical support teams. Demonstrated experience in creating and implementing innovative technical solutions for IT service delivery.
Work Schedule
Monday Friday; 11:00am 7:00pm May work off-hours to facilitate client escalation and routine agent support.
The Help Desk Analyst II will be responsible for ensuring an outstanding level of customer service by providing direct IT support to students faculty and staff in their university activities and by supervising the Help Desk technical support staff. Provide second-tier support to end users for personal computing devices server applications and hardware. Handle problems that the first tier of Help Desk support is unable to resolve. Provide administrative support and reporting.
Essential Duties And Responsibilities
Directly assist clients with credentialing needs via phone email chat or in person and support clients with desktop computing data communication network connectivity and telecommunications software/equipment. Provide leadership training supervision and growth opportunities to direct reports. Compile daily weekly monthly and/or annual metrics report. Actively participate in the Help Desk communications team to deliver timely and accurate notifications to the campus community. Communications include: system outage notifications special announcements and general IT notifications. Complete administrator tasks within Service Now Knowledge base articles PureCloud Microsoft Office 365 Admin MFA Admin Services Canvas Active Directory and Help Desk workstations. Create and update knowledge articles in Service Now. Provide quality assurance and act as client advocate by reviewing all open tickets communicating between other OIT groups and the client. Coordinate support efforts to resolve system outage. Act as subject matter expert for Help Desk. Performs other duties as assigned.
Minimum Qualifications
Associates degree in related field. Four (4) years of related computing work experience. Or six (6) years of an equivalent mix of education and relevant experience in similar role.
Preferred Qualifications
Associates degree in information technology Computer Science. Extensive experience providing technical support and customer service in a Help Desk or IT support environment with a focus on troubleshooting and resolving complex technical issues. Proven experience in supervising training and leading technical support teams. Demonstrated experience in creating and implementing innovative technical solutions for IT service delivery.
Work Schedule
Monday Friday; 11:00am 7:00pm May work off-hours to facilitate client escalation and routine agent support.
Required Experience:
IC
Key Skills
- Computer Hardware
- Mac Os
- Active Directory
- VMware
- ConnectWise
- HP Service Manager
- Microsoft Windows Server
- Mobile Devices
- Windows
- Help Desk
- Operating Systems
- Remedy
About Company
An educational leader in the thriving North Texas region, UTA nurtures minds within an environment that values excellence, ingenuity, and diversity.
