Lead IT Analyst

Responsible for managing / leading Jr. Analysts and Student staff. Providing on going supervision and coaching to technical associates and student workers. Scheduling staffing and maintaining labs / departmental safety documentations. Providing Executive, tier1, tier 2 and tier 3 support. Oversee the daily coordination and functioning of learning spaces, IT Services and Partnerships. Provides technical advice, guidance and informal training to customers using hardware and software programs. Maintains the working order of labs/departmental equipment, and supplies, which may include troubleshooting both hardware and software and making appropriate recommendations regarding repairs. Maintaining vendor relationships and software licensing. Serves as a liaison and main point of contact between departments, OIT, ISO and other Technology groups. Maintains departmental technology inventory and compliance.

1. Staff Management – Manage overall day-to-day student Learning Space operations. Managing student assistants (30+ student workers) which includes hiring and terminating student workers. Provide ongoing supervision and coaching to student workers. Scheduling staff (Lab Assistants) using When-to-Work, TimePro and UTShare. Update and process time cards and payroll for all student lab assistants. Managing Technical Staff – Assisting supervisor with overseeing and coordinating work assignments for subordinate personnel to meet project deadlines. Provide ongoing mentoring, training and coaching to junior technical associate.

2. Technology Management – Maintain & Manage Learning Spaces and Departmental Technology – Hardware & Software – Diagnose and perform basic to advanced repairs of Labs/Departmental PC’s, software and peripherals. Maintain hardware / Software in Labs/Departments. Create and deploy labs/departmental images when needed. Providing Executive, tier 1 – tier 3 support. Maintain printer software security and printer firmware updates. Handle ServiceNow logs – Resolve hardware & software issues. Working with outside contractors for warranty repairs. Perform preventative maintenance for Lab/Departmental printers when necessary. Diagnosis printer/plotter issues and order parts when necessary.

3. Client relationships, Technology Services and Account management  

Works in partnership with faculty, departments, and administrators to promote effective teaching strategies and unified vision. Liaison between departments, OIT and ISO.

Academic Computing

• Surveys – Students, faculty and departments

• Report – 

  • Reviewing surveys and identifying new needs

  • Researching new pedagogy and trends

  • Collecting learning space usage data and generating reports

  • Maintaining records of services and lab usage for assessment and planning

• Printing (Learning Spaces)

• SME Pharos Print Management 

• Provide and track monthly printer usage statistics

• Assist/mange/monitor/handle/resolve student print “refunds” and “reprints”

General Technology Services 
Account Management

• Documenting SLA’s and following appropriate protocols for new project requests and intakes.

• Frequently meet faculty and staff and UTA department heads to evaluate departmental needs

• Departmental ISA – Responsible for inventory and compliance of UTA assets

Service Management

• Assist with departmental specialized technology projects – This includes discovery / scope, implementation, go-live and ongoing support. Prioritization on work assignments, paying strong attention to detail, deliverables and deadlines

• Proactively work with clients to identify strategic opportunities, manage moderately complex assignments that are diverse in scope, and search out appropriate courses of action

• Product life cycle and road maps when applicable

• Following appropriate communications protocols

• Departmental ISA – Responsible for safety and security compliance of UTA owned assets

• Maintain labs/departmental inventory

• Coordinating / supporting departmental events

• Training non-OIT lab managers and technology staff on how to use central IT tools

Vendor relationships 
Manage vendor relationships and vendor negotiations for hardware, software, supplies and services – Participate in bidding and license renewal activities (e.g. server, paper, toners, software licensing etc.)

SME Enterprise level Tools – Utilize server-based computer-management consoles in daily work (e.g. FDEconsole, ISO Bridge, SecureDoc, BOX console, Crashplan, SCCM, JAMF, Duo, Print Clusters, Infoblox, Deepfreeze, LabStats etc.)

• Research and testing – Participate in researching solutions for incidents, requests, new hardware, software, imaging and new technology

• Documentations – Maintain and update student assistant’s standard safety policies, procedures and manual.

• Reporting – Setting up Matrixes to measure and improve units productivity 

  4. Performing Other Duties

Bachelor’s Degree in related field and four years of related computing work experience; or the equivalent experience. The following knowledge, skills, and abilities are required:

• Prior experience with scheduling and managing mid to large size teams, and supporting learning spaces and technical accounts. Ability to supervise and train subordinates and medium size teams. Assists in hiring, training, mentoring, and supervising junior technical staff.

• Knowledge of systems security procedures and protocols

• Experience with popular office and multimedia applications

• Prior experience supporting Printers / plotters / scanners, and network connection issues.

• Considerable knowledge of principles of computing and/or communications networks, and characteristics of computing hardware and software used in distributed environments.

• Ability to provide scope and prioritization on work assignments, paying strong attention to detail and deadlines

• Ability to assimilate, retain, and utilize technical and applications-oriented information.

This position requires extensive management skills and computer experience. Must have knowledge of computer software and hardware commonly used in the computer lab including operating systems and troubleshooting/hardware maintenance software. As the needs of the student population vary and are constantly changing, analytical and creative abilities are essential for this position. Ability to train and supervise student employees. The ability to communicate clearly both verbally and in writing are needed. Should be capable of setting priorities and moving several tasks forward simultaneously.

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent interpersonal / Communications skills and establish and maintain effective working relationships with customers and colleagues

• Knowledge of systems security procedures and protocol

• Knowledge of UTShare, When-to-work, TimePro, SecureDoc, Bitlocker, FileVault, SCCM, JAMF, CrashPlan, Box, Print Clusters, LabStats, Pharos print management, Deepfreeze, ServiceNow, and Active Directory.

• Knowledge of data protection act, privacy and PCI compliance

• Ability to troubleshoot issues and to coordinate with other IT functional areas to resolve and manage resolution

• Ability to investigate and analyze information and to draw conclusions

• Must be a team player with strong stakeholder management capabilities.  

• Ability to learn and support new business systems, software and processes

• Ability to communicate technical information to non-technical personnel

• Skill in organizing resources and establishing priorities

• Skills in setting up Matrixes to measure and improve units productivity

• Interact and communicate with peers and customers in a professional, client-focused manner while working both in a team setting and independently with limited direction

OTHER REQUIREMENTS:

• Moving computers, printers and other computer peripherals

• Lifting and moving up to 40 pounds

• Criminal Background Check conducted

• Ability to drive UTA vehicle

KEY RESPONSIBILITIES AND PERFORMANCE STANDARDS
All Information Technology staff – regardless of their unique position – are expected to perform their assigned duties in a manner consistent with professional standards, with full awareness of responsibilities toward managing personal and institutional data, with priority regard to delivering customer service, with an understanding of the 24/7 nature of IT and the responsibilities that creates for them as individuals, and in a constructive and effective collaboration with colleagues.

Master’s Degree with three to five years of proven successful experience proactively driving results that exceed objectives with little managerial oversight. Hands-on experience in support of PC and Mac hardware, software, and latest up-to-date OS. Work experience in supporting learning spaces and managing mid to large group of student workers. Self-starter with passion to drive results, with ownership, accountability, and a spirit to succeed. Prior experience supporting Printers / plotters / scanners, and network connection issues. Excellent customer service, communication and phone skills. Experience with web development tools and updating / maintaining web content. Ability to obtain needed certifications such as Dell, A+, Linux +, and Apple.

UTA is an Equal Opportunity/Affirmative Action institution. Minorities, women, veterans and persons with disabilities are encouraged to apply. Additionally, the University prohibits discrimination in employment on the basis of sexual orientation. A criminal background check will be conducted on finalists. The UTA is a tobacco free campus.