IT Support Helpdesk Analyst I (Multiple Positions)

The University of Arizonas Information Technology Services (UITS) invites you to apply to the role of IT Support Helpdesk Analyst I.

University Information Technology Services (UITS) is the University of Arizonas central technology organization. UITS delivers enterprise and specialized technology services that support students faculty researchers staff and campus partners. Through innovation strategic partnerships and a commitment to accessibility and continuous improvement UITS supports the evolving needs of a leading research university and the communities it serves.

The Health Sciences Service Desk provides first-line IT support to faculty staff researchers clinicians students and affiliates across the University of Arizona Health Sciences. This position delivers exceptional customer service through phone walk-in teams chat and Splashtop remote sessions while serving as a trusted technology resource for the College of Medicine (Tucson and Phoenix) Nursing Pharmacy Public Health and the School of Health Professions.

Visa sponsorship is not available for this position.

This is an on-site position; remote and hybrid work options are not available.

The Health Sciences Service Desk operates from 7:30 a.m. - 5:00 p.m. We will be filling 2 open shifts: 1) 7:30 a.m. - 5:00 p.m. 2) 8:00 a.m. - 5:00 p.m.

Outstanding U of A benefits include health dental and vision insurance plans; life insurance and disability programs; paid vacation sick leave and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services please click here.

• Provide first-level technical support through phone walk-in teams chats and Splashtop remote sessions for Health Sciences customers while also assisting with the Universitys enterprise 24/7 phone queue.
• Troubleshoot software operating systems Microsoft 365 applications account access mobile devices and general technology issues.
• Document prioritize and resolve interactions while providing excellent customer service and appropriate incident escalation when necessary.
• Collaborate with Service Desk and Enterprise IT teams to ensure timely resolution of customer issues.
• Coordinate escalations communicate status updates and help remove barriers that delay resolution while maintaining a strong focus on customer satisfaction and service excellence.
• Contribute to the creation and maintenance of knowledge base articles customer communications and technical documentation to improve service delivery.

Knowledge Skills and Abilities:

• Excellent customer service and interpersonal communication skills.
• Strong troubleshooting skills across Windows macOS Microsoft 365 mobile devices printers and common IT hardware.
• Ability to diagnose and resolve hardware software networking and account access issues.
• Knowledge of remote support technologies and enterprise ticket management systems.
• Abilityto communicate technical information clearly to users with varying levels of technical expertise.
• Ability to prioritize multiple requests while maintaining excellent attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Knowledge of IT security best practices data privacy and institutional policies.
• Ability to document technical procedures and contribute to knowledge management resources.

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelors degree or equivalent advanced learning attained through experience required.

• Commitment to continuous learning and delivering exceptional customer service.
• Experience providing high-volume phone support in a service desk or help desk environment.
• Experience supporting higher education healthcare or academic medical environments.
• Experience using ServiceNow or a similar IT service management platform.
• Experience supporting Microsoft 365 Windows macOS Intune and Jamf.
• Experience with remote support tools and assisting customers through multiple communication channels.
• Experience mentoring or training student employees.