Job Title (code): IT Specialist I (9804)
Purpose
Purpose:
Maintain a customer friendly help desk that provides tier-one computer support to clients by phone, email, or in person. Administer and provide advanced account support. Perform quality assurance
tasks. Create documentation and training materials.
Essential Functions
Function 1:
Provide technical hardware/software computer support by phone, e-mail, and in person for UT
Arlington students, faculty, and staff. Provide advanced account support. Provide consistent,
professional, and excellent customer service to all users. Understand, work, and help clients with
computer resources.
80 % Time
Function 2:
Provide quality assurance and act as client advocate by reviewing all open tickets, communicating
between other OIT groups and the client, and create reports using Crystal Reports as necessary.
10 % Time
Function 3:
Create and update knowledge articles in Wiki, documentation, and web pages.
5 % Time
Function 4:
Create training documentation and videos, and provide internal and external training to students,
faculty, and staff as necessary.
5 % Time
Function 5:
% Time
Function 6:
% Time
Function 7:
% Time
Function 8:
% Time
Marginal/Incidental Functions
Marginal/Incidental Functions:
Other functions as assigned.
Qualifications
Required Qualifications:
IT SPECIALIST I (Official Title) Minimum Qualifications Associate's Degree in related field and two
years of related computing work experience; or any equivalent combination of education, training and
experience. The following knowledge, skills, and abilities are required: Prior experience with specific
systems, equipment and software may be specified as needed by department. Basic knowledge of
principles of computing and communications networks, and characteristics of computing hardware and
software used in distributed environment. Ability to operate computer keyboards and to install
computer hardware. Ability to assimilate, retain and utilize technical and applications-oriented
information. Applicants must include in their online resume the following information: 1) Employment
history: name of company, period employed (from month/year to month/year), job title, summary of
job duties and 2) Education: college or college degree, list school name, degree type, major,
graduated or not, and hours completed if not graduated.
Preferred Qualifications:
Telephone support and in person support experience. Strong diversified customer service background
in a computer related field. Experience with Help Desk tracking software such as HEAT, ITSM or
Remedy. Experience with Wiki, Live Support, Listserv, and Mac and PC workstations. Experience
performing quality assurance tasks in a help desk or call center environment, such as creating reports
using Crystal Reports, reviewing tickets and providing feedback, monitoring calls, surveying clients,
etc. Knowledge and experience in supervision of full-time and or student workers, creation of
documentation using Microsoft Word, Microsoft Publisher, Expression Web, Dreamweaver, Wiki, or
content management system for the web, mail or server administration, and experience developing
and teaching technical courses to novice computer users. Please detail any related experience in your
online resume.