Service Desk IT Analyst I

urpose of Position This role provides beginner to intermediate frontline technology support for client requests and incidents, through chat, phone calls, and / or walk-up client interactions. Handles Tier 1 client support, that is support for process-driven and documented known issues. 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 IT Support teams to resolve common tickets/issues; ensure prompt resolution of client issues and maintain high levels of customer satisfaction; escalate issues internally as needed, & monitor progress through resolution. Tier 1 Troubleshooting: Analyzes, identifies, repairs, and restores services for various common account, email, network connectivity, software, academic technology, and endpoint device and peripherals issues; resolve common reoccurring issues for clients; assists clients in finding the right pre-existing training material for their questions. Ticket and Process Documentation: Record client requests and incidents in the approved ticketing system following expected use of templates and documentation requirements; notify supervisor on need to updates knowledge articles and technical documents when work is impacted. Performs other duties as assigned.

High school diploma and zero to (1) year of hands-on computing work experience providing customer service in a front facing capacity or two (2) 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 Associates degree in a related field and a minimum of one (1) year of hands-on computing work experience supporting computing endpoints and providing customer service in a front facing technical support environment; prior experience supporting students, faculty, and staff in a higher-education setting. Knowledge, Skills & Abilities Customer Service: Strong interpersonal and communication skills with a client-centric approach. Ability to remain calm and courteous while assisting clients with technical issues and inquiries. Adaptability: Willingness to learn new technologies and adapt to evolving IT environments. Ability to work effectively under pressure in a fast-paced, dynamic team environment. Teamwork: Ability to collaborate with colleagues and contribute positively to team goals. A willingness to share knowledge and support peers to achieve collective success. Initiative: The ability to work independently with ownership and minimal supervision. Act with ownership and accountability to manage and prioritize tasks effectively with little guidance. Take responsibility for the work assigned with consideration for the clients’ needs and overall business requirements.

Standard Working Hours for following shifts: Saturday through Wednesday - 9:00am to 6:00pm Monday through Friday - 12:00pm to 9:00pm Requires occasional evening or weekend hours. Working Conditions Driving of UT owned vehicle required. May work in all weather conditions. May work around standard office conditions. Participation in 24/7 on-call rotation for system availability. 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.