Client Services Analyst

Immediately

Salary commensurate with experience

40 hours weekly

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, four health institutions, and The University of Texas System Administration. The institutions of the UT System employ more than 160,000 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 thirteen 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, this position provides first-tier technical support, meeting, and event support. The Analyst is responsible for understanding the basics of information technology and delivering reliable client service.

• Manages first-tier technical support to end users and clients regarding technology hardware and software applications, efficiently resolving issues and escalating more complex problems as necessary.
• Develops, delivers, and manages the logistical aspects of training programs and presentations for team members and stakeholders.
• Manages the technical onboarding and offboarding of user accounts, including administration of group memberships and rights.
• Maintains user accounts, hardware, software, and services, ensuring operational effectiveness and resolving issues.
• Participates actively in the implementation of technology projects and initiatives, gaining experience in project management and support.
• Administers software management platforms and maintains endpoint configurations, ensuring compliance with organizational standards.
• Analyzes technical support trends and prepares comprehensive reports on service performance and incident management for leadership review.
• Provides robust technical support during meetings and events, ensuring seamless operation of audiovisual and conferencing equipment.
• Handles general administrative duties, including customer inquiries, document preparation, and participation in meetings.
• Other duties as assigned.

• Knowledge of general office practices and administrative procedures.
• Strong organization, teamwork, problem-solving, and communication (verbal and written) skills.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work effectively with people at all levels of the organization in a fast-paced, dynamic environment.
• Proficiency in using standard office equipment and software.
• Excellent written and verbal communications skills with a professional demeanor.
• Excellent customer service.
• Ability to offer attention to detail and accuracy in work produced.
• Ability to work independently with limited supervision.

• High school diploma or GED and 3 years in information technology solutions is required.
• Experience and education may be substituted for one another on a year for year basis.

• Familiarity with Information Technology Infrastructure Library (ITIL) framework and IT Service Management (ITSM) platforms.
• Experience in higher education IT settings.
• Experience with Microsoft Office 365.

• May work around standard office conditions
• Repetitive use of a keyboard at a workstation
• Lifting and moving objects
• Uses standard office equipment
• 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 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.