The University of Texas at Arlington - School of Social Work · 1 day ago
Lead IT Analyst
Arlington
Full-time
Onsite
Senior Level
6+ years expThe University of Texas at Arlington - School of Social Work is seeking a Lead IT Analyst to provide advanced frontline technology support and leadership for a team handling client requests and incidents. The role involves training and mentoring staff, resolving complex technical issues, and ensuring high levels of customer satisfaction.
Higher Education
Responsibilities
Assist with the training and mentoring of student employees and full-time staff
Provide professional and technical guidance to student workers and more junior full time team members
Provide feedback regarding student workers and more junior staff to management
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
Acts as an escalation point for more complex technical issues that cannot be resolved by advanced troubleshooting
Works collaboratively with internal IT teams and vendors to troubleshoot, analyzes, identifies, repair, and restores service for various technical issues affecting accounts, email, network connectivity, software, academic technology, and endpoint device and peripherals issues
Develop technical documentation to improve client experience and awareness of problems, known issues, and available technology
Lead project-based testing and evaluation of updated technology products that affect the overall client experience at UTA
Gather and compile metrics to contribute to regular reports that describe the state of client interactions
Assign tickets from the queue to the appropriate resources including junior staff and other departments
Act as a technical lead or project resource in projects that impact the services and clients of the broader team
Work with the team and management to prepare for changes that arise as part of the project
Follow project management principles in order to fulfill duties related to projects
Provide elevated, concierge‑level technical support to executive staff and high‑visibility users
Coordinate and prepare technology setups for executive meetings, events, and presentations
Maintain heightened awareness of confidentiality, data sensitivity, and information‑handling protocols when supporting executive users
Serve as the primary escalation point for executive support issues requiring advanced troubleshooting or cross‑team coordination
Support occasional after‑hours, time‑sensitive, and weekend requests from executive leadership
Performs other duties as needed
Qualification
Required
Bachelor's degree in a related field
Minimum of six (6) years of hands-on computing work experience providing customer service in a front facing capacity; or ten (10) years of any equivalent combination of education, training and experience
Ability to obtain certifications as required by manager. Example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed
Preferred
Minimum of seven (7) years of hands-on computing work experience supporting computing endpoints
Prior experience 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
Benefits
Health insurance
Retirement plans
Paid time off
Company
The University of Texas at Arlington - School of Social Work
The School of Social Work at the University of Texas at Arlington is one of the nation's largest and most prestigious schools of Social Work.
Founded in 1967Arlington, Texas, US
51-200 employees
H1B Sponsorship
The University of Texas at Arlington - School of Social Work has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Growth StageCompany data provided by crunchbase