Technology Support Analyst

Hiring Department: VPIR

Reports To: Technology Support Analyst Sr

Job Location: Onsite El Paso

Posting End Date: Open until filled. This posting may close once a sufficient number of qualified applications have been received.

Hours: 40 hours per week, Monday- Sunday, flexibility is needed for evenings and weekends.

FLSA status: non-exempt

Earliest Start Date: As soon as possible.

Salary: $41,500 annually

Required Application Materials:

• Resume
• Cover Letter
• List of three references

The Technology Support Analyst functions as the key point of contact for all incoming technology requests using a variety of tools and techniques, including phone, chat, e-mail, in-person help and the ticketing management system for Technology Support.

Statement of Duties and Responsibilities:

Deliver a high level of customer service in a collaborative environment with a focus on helping customers resolve issues as a first point of contact.

Deliver clear, concise verbal and written communication and active listening skills to achieve effective problem solving with users of various skill levels.

Mange customer problem tickets until problem resolution has been reached by accurately and efficiently documenting, prioritizing, organizing, tracking and providing consistent customer follow-up.

Administer and manage online account(s) that provide access to the University web portal, O365 portal, Wi-Fi, University computer systems and other miscellaneous web applications.

Perform routine computer and application related problems via remote troubleshooting through diagnostic techniques and pertinent questions.

Deliver software installations/upgrades/patches and license management via remote tools and techniques such as software management software centers and other tools.

Perform configuring/syncing/troubleshooting of mobile operating systems and devices related but not limited to email configuration, Wi-Fi and VPN connection, specialized application and web browser plug-in installation.

Promote & encourage relevant and applicable online customer self-service options.

Participate in technical and customer service training, including self-paced and other staff development activities on an ongoing basis.

Knowledge of all Microsoft Office software and able to learn and use institutional software systems.

Complies with all State and University policies.

Other duties may be assigned.

Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Qualifications:

Education: High school diploma or general education degree (GED).

and

Experience: One year of experience, related to the statement of duties
and responsibilities; or equivalent combination of education and experience.

The University of Texas at El Paso (UTEP) is a comprehensive public research university that is increasing access to excellent higher education. We advance discovery of public value and positively impact the health, culture, education, and economy of the community we serve.

UTEP is America’s leading Hispanic-serving university. Located at the westernmost tip of Texas, where three states and two countries converge along the Rio Grande, 84% of our 26,000 students are Hispanic, and half are the first in their families to go to college. UTEP offers 170 bachelor’s, master’s and doctoral degree programs at the only open-access, top-tier research university in America.

This is an especially exciting time to join UTEP as it advances the goals of its 2030 Strategic Plan. Built around the institution’s core strengths—its location, its people, its supportive culture, and its community partnerships—the plan lays out a bold vision for the next decade, aimed at maximizing the University’s regional impact and national stature.

About The Department

Information Resources provides a single point of focus for all of UTEP’s information resources support services, including information acquisition, storage, processing and dissemination. Constituent organizations include Enterprise Computing, Technology Support, Telecommunications Infrastructure, Information Security, Research Computing, System Integration and the Library. By bringing these organizations together, UTEP realizes a synergy between organizations with complementary expertise, promotes a culture of customer service and achieves improvements in efficiency and effectiveness.

What UTEP Offers:

• Benefit Package includes: Medical, Prescription, Life Insurance and Wellness platform
• Voluntary Benefits: Dental, Vision, Additional life insurance, UT Flex, Short and Long - term disability plans
• Retirement Programs
• Longevity Pay
• Paid Vacation & Sick Leave
• Paid Holidays
• Employee Discounts & Perks
• Employee Education Assistance program
• And much more! Visit our Benefits Summary Page for more information on our additional benefits.

Disclaimer: Eligibility for perks and benefits may vary based on part-time or full-time employment.

Note: To the extent that this position involves research, work, or access to critical infrastructure as referenced in Executive Order GA-48, being hired for and continuing to be employed in this position requires the ability to maintain the security or integrity of the infrastructure.

The primary accountabilities are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or some of the primary accountabilities listed. Specific tasks or responsibilities will be documented in the incumbents’ performance objectives as outlined by the incumbents’ immediate supervisor or manager. This position is security-sensitive and subject to Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. A valid driver’s license issued by the State where the applicant resides and insurability as defined in UTS 157 may be required to perform the position's essential functions.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee must frequently stand and walk. The employee must regularly sit; use hands to feel; reach with hands and arms; and talk or hear. The employee must lift and move up to 50 pounds.

The noise level for this work environment is usually moderate.

In keeping with its access, excellence, and impact mission, The University of Texas at El Paso is committed to a learning and working environment that honors the talents, respects the differences, and nurtures the growth and development of all. We seek to attract faculty and staff who share our commitment.

The University of Texas at El Paso is an Equal Opportunity Employer. The University does not discriminate on the basis of race, color, national origin, sex, religion, age, disability, genetic information, veteran status, sexual orientation, or gender identity in employment or the provision of services in accordance with state and federal law. Discrimination on the basis of sex includes an employee’s or prospective employee’s right to be free from sexual harassment under Title IX of the Higher Education Amendments of 1972. Inquiries—including the filing of a Formal Complaint or reporting an incident—about the application of Title IX may be referred to the Title IX Coordinator, who can be reached by phone at (915) 747-8358, by email at titleix@utep.edu, or by mail at 500 W. University Ave., El Paso, TX, Kelly Hall, Room 223C.

For accommodation information for employees and applicants with disabilities, please contact UTEP's Equal Opportunity Office at eoaa@utep.edu.