Client Services Analyst, Sr

Non-Exempt

Immediately

Salary commensurate with experience

40.00 Standard from 8:00 AM to 5:00 PM

Technology Information Services

A resume and letter of interest is required to apply. Candidates under final consideration will also be required to submit professional references, college degree information, and employment history to an online third-party vendor.

For more than 140 years, The University of Texas System has improved the lives of Texans - and people all over the world - through education, health care, and research. The System consists of nine academic institutions, five health institutions, and The University of Texas System Administration. The institutions of the UT System employ more than 116,000 faculty, health care professionals, researchers, support staff, and student workers.

The UT System Administration is primarily based in Austin, Texas. It supports the missions of the System's fourteen institutions by providing financial, legal, planning, purchasing, government relations, communications, development, and other central services. Serving a growing state, the UT System Administration strives to provide a welcoming, supportive work environment that embraces different perspectives - not only because it enables the organization to be stronger, creative, and thoughtful, but because it is the right thing to do. To that end, UT System Administration embraces state laws on military and former foster children employment preferences.

As a member of the Client Services (Help Desk) team, provides advanced first-tier/second-tier technical support, guidance, meeting & event support plus training for UT System Administration departments and stakeholders. This role will require a deep understanding of information technology, a strong commitment to client service and will help lead efforts in troubleshooting complex issues, optimizing IT service delivery and enhancing end user experience.

• Provides advanced technical support to end users / clients regarding technology hardware and software applications by assessing needs and implementing the best solutions.
• Leads the development, implementation, and delivery of training programs and presentations for team members and stakeholders.
• Offers specialized support on business applications and processes, with a focus on advanced technical support and problem resolution.
• Drives the technical onboarding, maintenance, and offboarding of user accounts, including comprehensive management of group memberships, rights, telephony assignments, and Two-Factor Authentication setups.
• Plays a key role in the implementation of technology projects and initiatives, focusing on strategic alignment, gap analysis, project coordination, and execution.
• Responsible for the administration of end-user hardware, software, and services, including enterprise printing and conference room technology.
• Implements and maintains software management platforms such as Microsoft Intune, Azure AD (Microsoft Entra ID) and Microsoft Admin Center. Maintains endpoint configuration standards for end user applications.
• Supports leadership in reviewing technical support trends to identify systemic issues or training needs. Uses IT service management tool to review reports on service performance, incident management and end user / client satisfaction.
• Performs general administrative duties, including responding to customer inquiries, preparing office documents and reports, and participating in meetings.
• Other duties as assigned.

• Knowledge of general office practices and administrative procedures.
• Excellent organization, teamwork, problem-solving, and communication (verbal and written) skills.
• Ability to manage a variety of tasks and prioritize effectively.
• Ability to work well with people at all levels of the organization and handle a fast paced, dynamic environment.
• Ability to use standard office equipment and software.

• Bachelor's Degree and two (2) years of related experience in information systems or high school diploma or GED and 6 years of experience utilizing information technology equipment and software.
• Experience and education may be substituted for one another on a year for year basis.
• Experience using and supporting Microsoft 365 business productivity applications.

• Experience w/ Information Technology Infrastructure Library (ITIL) framework & IT Service Management (ITSM) platforms.
• Experience in higher education IT.
• Experience working with PeopleSoft or comparable ERP platform.
• Experience conducting training for large and small groups of individuals.
• Experience leading the implementation of technology projects and initiatives.

• May work around standard office conditions.
• Repetitive use of a keyboard at a workstation.
• Use of manual dexterity.
• Climbing of stairs.
• Climbing of ladders.
• Lifting and moving objects.
• 10% Travel
• Requires occasional evening or weekend hours

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to a minimum of 20 hours per week and at least 135 days in length. Participation in TRS is mandatory.

A background check will be conducted on candidates under final consideration. The background check may include any or all of the following: criminal history check, prior employment verification, education verification, professional references check, and motor vehicle records check. Background checks are conducted by third-party vendors. Upon request form the third-party vendor, candidates under final consideration must provide the required information for the background checks to be completed.

The University of Texas System Administration is a federal contractor committed to providing equal employment opportunity for all qualified applicants and employees in all terms and conditions of employment. U. T. System will provide equal employment opportunity to all qualified persons and will not discriminate on the basis of race, color, sex, sexual orientation, gender identity/expression, pregnancy, religion, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by federal or state laws.

For information on accommodations for individuals with disabilities, please contact the Office of Talent and Innovation at oti@utsystem.edu.