Lead IT Analyst

Lead IT Analyst

Position:
Lead IT Analyst in the OIT Academic Technology Department at UTA Arlington. Full‑time.

Location:

Arlington.

Work schedule:

Monday – Friday, 8:00 AM – 5:00 PM with potential for on‑call and overnight duties.

The Lead IT Analyst provides advanced frontline technology support and leadership for a team handling client requests and incidents through chat, phone calls, and walk‑up interactions. Acts as an escalation point for issues unresolved by advanced tier support. Responsible for training and coaching student workers and lower tier staff members. Additional duties include leading projects and documentation efforts. Technical issues and skills will vary but encompass account access, email, network connectivity, software, academic technology, computing endpoint devices, printers, and other technology peripherals.

• Training and mentoring of student employees and full‑time staff; provide guidance and feedback to junior team members.
• Customer support: provide instructions to non‑technical audiences, collaborate with Service Desk and backend IT teams, ensure prompt resolution, maintain high satisfaction, record and document ticketing system entries, and manage escalations.
• Tier N troubleshooting: act as an escalation point for complex technical issues, collaborate with internal IT teams and vendors, analyze and restore services.
• Documentation and reporting: develop technical documentation, lead project testing, gather metrics for regular reports, assign tickets appropriately.
• Projects: serve as a technical lead or resource on projects that impact the services and clients of the broader team, prepare for changes, follow project‑management principles.
• Executive support duties: provide concierge‑level support to executive staff, coordinate technology setups for meetings, maintain confidentiality, handle after‑hours requests.
• Perform other duties as needed.

• Bachelor’s degree in a related field.
• Minimum six (6) years of hands‑on computing work experience in a front‑facing support capacity; or ten (10) years of any equivalent combination of education, training and experience.
• Ability to obtain required certifications (e.g., Dell, Apple, CompTIA A+, Microsoft 365 Certified Associate).

• Minimum seven (7) years of hands‑on computing work experience supporting computing endpoints.
• Prior experience in a front‑facing technical support environment.
• Experience working on projects or in leadership roles with teams.
• 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.

• Basic understanding of Microsoft Windows, Office, and common productivity software.
• Familiarity with hardware, networking concepts, and troubleshooting methodologies.
• Professional interpersonal and communication skills with a client‑centric approach.
• High level of composure while assisting clients; strong problem‑solving skills.
• Ability to diagnose and resolve technical issues following established procedures.
• Willingness to learn new technologies and adapt to evolving environments.
• Ability to work effectively under pressure in a fast‑paced, dynamic team.
• Proven collaboration and team‑goal commitment.
• Willingness to share knowledge and support peers.
• Independent work with ownership; manage priorities with minimal guidance.
• Effective written and oral instruction for technical and non‑technical audiences.
• Physical task performance as needed; ability to drive UTA vehicle.

All IT staff must perform duties professionally, manage personal and institutional data responsibly, understand the 24/7 nature of IT, and collaborate effectively. Positions are security‑sensitive and subject to Texas Education Code section 51.215.

Eligible for a comprehensive benefits package including health insurance, retirement plans, and paid time off.

• Criminal background check required for final consideration.
• Potential access to critical…