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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Analyst for Executive IT Support - **Company:** The University of Texas - **Location:** Arlington, TX, United States - **Experience:** Expert - **Salary:** $60,600.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Computer Networks, Issue Tracking Systems, Network Connections, Office Suite, Productivity Software, Software Troubleshooting, Peripherals, Backend, Hardware Infrastructure, 3-tier Architectures - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=73fd0130015b3224 ## About the Role Do you have experience in Company vehicle operation?, Do you have a Bachelor's degree?, * 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. (example, Dell, Apple, Comp TIA A+, Microsoft 365 Certified Associate, or other relevant support related certifications as needed), * Bachelor's degree in a related field and a minimum of five (5) years of hands-on computing work experience supporting computing endpoints. * Prior experience providing customer service in a front facing technical support environment. * 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 and Abilities * Technical Skills: Basic understanding of Microsoft Windows operating systems, Office applications, and common productivity software. Familiarity with hardware components, networking concepts, and troubleshooting methodologies. * 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. * Problem-Solving: A great mindset with excellent problem-solving skills. Ability to diagnose and resolve technical issues while adhering to established procedures. * 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: Proven 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. Takes responsibility for the work assigned with consideration for the clients' needs and overall business requirements. * Documentation & Presentation: Ability to write technical instructions for both technical and non-technical audiences, break down communication into trainable portions, provide status reports, and present information effectively both in writing and through in-person presentations., * Repetitive use of a keyboard at a workstation. * Climbing stairs and ladders. * Lifting and moving up to 40 pounds, moving computers and other computer peripherals. * Ability to drive UTA vehicle., * * What is the highest level of education attained? + GED + High School Diploma + Associate's Degree + Bachelor's Degree + Master's Degree + PhD or equivalent * * Describe your level of proficiency supporting macOS devices in a professional environment. + No experience with macOS + Basic - General navigation and basic troubleshooting only + Intermediate - Able to support users and resolve common issues independently + Advanced - I configure, deploy, and manage macOS devices * * Describe your level of proficiency supporting Windows devices in a professional environment. + Basic - General navigation and basic troubleshooting only + Intermediate - Able to support users and resolve common issues independently + Advanced - I configure, image, deploy, and manage Windows devices ## Description The Senior IT Analyst for Executive IT Support 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, * 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 needed. ## Related Videos - [Fingerboard to Keyboard: Transposing One Profession to Another](https://www.wearedevelopers.com/videos/868-fingerboard-to-keyboard-transposing-one-profession-to-another) - [One Platform Could Not Fit Them All](https://www.wearedevelopers.com/videos/1919-one-platform-could-not-fit-them-all) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Developing the Backend with Stefan Lingler, CTO at Shpock](https://www.wearedevelopers.com/videos/100360-developing-the-backend-with-stefan-lingler-cto-at-shpock) - [You’re a great coder? 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