Career Center

Job Summary:

Essential Duties:

• 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 outages
• Act as subject matter expert for Help Desk
• Performs other duties and functions as assigned.

Required Qualifications:

• Associate's Degree in related field with four (4) years of related computing work experience; or any equivalent combination of education, training and experience.

• Prior experience providing customer service in a Help Desk or technical support environment
• Experience supervising, training, and leading teams
• Knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment
• Knowledge and experience utilizing and supporting Mac, Windows, Android, and iOS
• Knowledge and experience using ADUC, Exchange Management Console, IDM, and LDAP
• Ability to assimilate, retain and utilize technical and applications-oriented information;
• Experience creating innovative solutions
• Excellent communication skills, both written and spoken
• Ability to clearly communicate complex instructions to audiences of varying skill levels.
• Knowledge of Help Desk/ Information Desk work environment.
• Solid Customer Service experience.
• Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls).
• Desire to offer 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).
• Ability to conduct research and have a data-mining aptitude.
• Conflict resolution/management.
• Managing ambiguity.
• Excellent interpersonal skills.
• Excellent phone etiquette.
• Solid triaging skills.
• Knowledge of Help Desk ticket tracking software, preferably Service Now.
• Knowledge of Microsoft Office programs.
• Able to type at least 40 WPM on a keyboard.

Preferred Qualifications:

• Familiarity with multi-lined phones systems.
• 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.
• Desire to continue to learn and grow professionally and personally.
• Call center experience.
• Diversified customer service background in a computer related field.
• Experience utilizing PeopleSoft, UTShare, Office 365 Admin, Exchange Admin Console, Listservs, Cascade Server, Sharepoint, SecureDoc Console, Box Admin, DUO Admin, and Live Support.
• Experience with help desk tracking software such as Service Now.
• Experience managing social media accounts.
• Knowledge of the University's brand standards.
• Knowledge and experience with mail or server administration, and experience developing.
• Teaching technical courses to novice computer users.
• HDI-SCA certification.

Special Instructions:

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.

Open Until Filled: No

Location: Arlington

About The University of Texas at Arlington

With annual research expenditures in excess of $100M, the University of Texas at Arlington is a Carnegie Research-1 “highest research activity” institution committed to life-enhancing discovery, innovative instruction, and caring community engagement. A leading institution in the heart of the thriving North Texas region, UTA nurtures minds within an environment that values excellence, ingenuity, and diversity. With a total global enrollment of over 59,000 in AY 2018-19, UTA is one of the largest institutions in the University of Texas System. Guided by its Strategic Plan Bold Solutions | Global Impact, UTA fosters interdisciplinary research and teaching to enable the sustainable megacity of the future within four broad themes: health and the human condition, sustainable urban communities, global environmental impact, and data-driven discovery. UTA was cited by U.S. News & World Report as having the second lowest average student debt among U.S. universities in 2018. U.S. News & World Report also ranks UTA fourth in the nation for undergraduate diversity. The University is a Hispanic-Serving Institution and is ranked as the top four-year college in Texas for veterans on Military Times’ 2018 Best for Vets list.

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