University of Texas at Arlington Help Desk Analyst I (part time) (S00271P) in Arlington, Texas

Posting Number S00271P

Position Title Help Desk Analyst I (part time) (S00271P)

Department Desktop Services

Location Arlington

Job Family Information Technology

Position Status Part-time

Work Hours Shift

Work Schedule

Monday-Friday 10am – 2pm (may work more hours during peak Help Desk busy times)

Open to External and Internal


Salary Open

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

  1. Directly assist clients with credentialing needs via phone, email, chat or in-person for UTA students, Faculty/Staff and Visitors.
  2. Directly assist and support clients via phone, email, chat or in-person with desktop computing, data communications, network connectivity and telecommunications software/equipment for UTA Students, Faculty/Staff and Visitors.
  3. Assist students, faculty, staff, and visitor/guest/vendors with connecting to the University wireless network.
  4. Act as client advocate by reviewing all open tickets and communicating between other OIT groups and the client.
  5. Create and update knowledge articles in Wiki, documentation, and web pages.
  6. Provide internal and external training to students, faculty, and staff.
  7. Performs other duties assigned.

Required Qualifications

Associate’s Degree in related field and/or two years of related computing work experience or the equivalent experience. Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment. Ability to operate computer keyboards and to install computer software. Ability to assimilate, retain and utilize technical and applications-oriented information.

Preferred Qualifications

Help Desk experience. Telephone support and in person support experience. Strong diversified customer service background in a computer related field. Experience with Help Desk tracking software such as ITSM, Splunk, ADUC, and Office 365. Experience with Wiki, Live Support, Listserv, and Mac and PC workstations. Experience performing quality assurance tasks in a help desk or call center environment, such as creating reports using Crystal Reports, 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.

Knowledge of Help Desk/ Information Desk work environment. • Strong Customer Service experience. • Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls). • Strong desire to help. • Excellent verbal and written communication skills. • Self-motivating. • Self-directing. • 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 • Managing ambiguity • Excellent interpersonal skills • Excellent phone etiquette • Strong traininging skills • Knowledge of Help Desk ticket tracking software, preferably ITSM. Knowledge of Microsoft Office programs.

Able to type at least 40 WPM on a keyboard

Working Conditions

Special Conditions for Eligibility

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 08/01/2017

Open Date

Review Start Date

Open Until Filled Yes

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, major.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  • What is the highest level of education attained?

  • GED

  • High School Diploma

  • Associates Degree

  • Bachelors Degree

  • Masters Degree

  • PHD

  • How many years experience do you have working with computer hardware and software in a distributed environment?

  • None/less than 2 years

  • 3-4 years

  • 5-6 years

  • 6+

  • How much experience do you have working with PCs, Macs, Linux, Android, iOS, ITSM, HEAT, PeopleSoft?

  • None/less than 2 years

  • 3-4 years

  • 5-6 years

  • 6+

  • How much experience do you have working with telephone computer support in a help desk or call center environment?

  • None/less than 2 years

  • 3-4

  • 5-6

  • 6+

  • Do you have experience creating reports using Crystal Reports?

  • Yes

  • No

Documents Needed To Apply

Required Documents

  • Resume or CV

  • Cover/Interest Letter

  • References

Optional Documents