Apply Required :

Resume Cover letter References (minimum of three) Purpose of Position This role provides advanced frontline technology support for client requests and incidents via chat, phone calls, or in-person client interactions. Handles Tier 3 support issues that may not be defined by existing documentation, as well as escalations of unresolved support issues from lower tiers. Responsible for training and coaching student workers and lower-tier staff members. 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 Functions 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. Tier 3

Troubleshooting:

Acts as an escalation point for tier 2 and troubleshoots more complex technical issues. Works collaboratively with internal IT teams and departments to troubleshoots, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripheral issues. Responsible for troubleshooting issues that may be new, undocumented or more complex than common issues.

Training and Mentoring:

Assist with the training and mentoring of student employees and more junior full-time staff; provide feedback regarding student workers and more junior team members to management.

Documentation and Reporting:

Assist in the creation of technical documentation to improve client experience and awareness of problems, known issues, and available technology; assist with project-based work to testing and evaluate of updated technology products that affect the overall client experience at UTA; assist with the gathering and compiling of metrics to contribute to regular reports that describe the state of client interactions; assist with the assignment of tickets in the queue. Performs other duties as assigned. Required Qualifications Bachelor's degree in a related field and a minimum of four (4) years of hands-on computing work experience providing customer service in a front facing capacity or eight (8) years of equivalent combination of education, training and experience. Ability to obtain certifications as required by manager (e.g., Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed). Preferred Qualifications Bachelor's degree in a related field and a minimum of five (5) years of hands-on computing work experience supporting computing endpoints and 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.

Knowledge, Skills & Abilities Technical and Problem-Solving Skills:

Proficient in Microsoft Windows operating systems, Office applications, and enterprise productivity software. Strong knowledge of hardware components, networking concepts, and troubleshooting methodologies. Ability to diagnose and resolve technical issues while following established procedures and escalating as needed.

Customer Service:

Strong interpersonal and communication skills with a client-focused approach. Ability to remain calm and courteous while assisting clients with technical issues and inquiries.

Adaptability and Initiative:

Willingness to learn new technologies and adapt to evolving IT environments. Ability to work independently under pressure in a fast-paced environment. Demonstrates ownership and accountability to manage and prioritize tasks with minimal supervision while considering client and business needs.

Teamwork:

Ability to collaborate with colleagues and contribute positively to team goals. Willingness to share knowledge and support peers to achieve collective success.

Documentation & Presentation:

Ability to create technical documentation for technical and non-technical audiences, deliver training, provide status reports, and present information effectively in writing and in person. Work Schedule Monday through Friday; 8:00am through 5:00pm Requires occasional evening or weekend hours. Potential participation in 24/7 on-call rotation for system availability or off-hours work to address service outages. Working Conditions Driving of UT owned vehicle required. May work in all weather conditions. May work around standard office conditions. Repetitive use of a keyboard at a workstation. Climbing of stairs. Climbing of ladders. Lifting and moving objects. Position may be designated security-sensitive based on job duties or location. Benefits Information Position is benefit eligible: Yes We are proud to offer a comprehensive benefits package to our employees at the University.

https:

//www.uta.edu/hr/employee-benefits PreEmployment Background Check It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University. This position may have access to critical infrastructure as defined by Section 113.001(2) of the Texas Business and Commerce Code. If so, to be hired for and continue to be employed in this position you must maintain the security or integrity of the infrastructure as set forth in Texas Executive Order GA 48. By assuming this position, and if you have access to critical infrastructure, you authorize the University to conduct routine background checks. University Information The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 \"Very High Research Activity\" institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times' \"Best for

Vets:

Colleges\" and is the top university in North Texas for its graduates' salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 - including leaders at many of the 24 Fortune 500 companies headquartered in North Texas - UTA contributes an estimated $29 billion annually to the Texas economy. UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university's strategic growth and commitment to serving the broader community. This is an exciting time to join UTA and contribute to its bold vision for the future. 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