Edtech.com's Summary

The University of Arizona is hiring an IT Support Helpdesk Analyst I (Multiple Positions). The role provides technical support, training, and guidance to the campus community on the use, maintenance, and repair of computer technology, working within the University Information Technology Services team that runs support around the clock. The analyst answers inbound phone calls, online chats, and portal tickets from students, faculty, and staff.

Highlights

Answer inbound phone calls and online chats from the campus community, identifying and resolving their technical challenges.
Reply to tickets submitted through the support portal and follow up on any that could not be solved the day they came in.
Take part in trainings, weekly meetings, one-on-ones, and professional development with the helpdesk team.
Bring knowledge of computers, networks, and remote troubleshooting techniques, along with skill in analyzing computer hardware and software problems.
Provide IT-related customer service and training to users with varying levels of technical expertise.
Hold a bachelor's degree or equivalent advanced learning attained through experience.
Work one of two anticipated shifts, Tuesday through Saturday or Friday through Tuesday, 1:00 p.m. to 10:00 p.m., in a full-time, 40-hour-per-week role.
Pay of $22.77 to $28.46 per hour; the position is eligible for remote work within the state of Arizona.

IT Support Helpdesk Analyst I (Multiple Positions) Full Description

Position Highlights

The University Information Technology Services (UITS) is the University of Arizona’s 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 University Information Technology Services (UITS), within the University of Arizona, is accepting applications for the position of IT Support Helpdesk Analyst I. In an environment that operates twenty-four hours a day, seven days a week, the IT Support Helpdesk Analyst I provides technical support, training, and guidance to the campus community regarding the use, maintenance, and repair of computer technology. They do this by answering inbound phone calls, online chats, and portal tickets that customers submit.

This position is eligible for remote work within the state of Arizona.

The position currently has two anticipated shift options:

Shift 1: Tuesday - Saturday, 1:00 p.m. - 10:00 p.m.

Shift 2: Friday - Tuesday, 1:00 p.m. - 10:00 p.m.

Visa sponsorship is not available for this position.

Duties & Responsibilities

Answer inbound phone calls and take great care of our customers by identifying and providing solutions to their technical challenges.
Answer inbound online chats and take great care of our customers by identifying and providing solutions to their technical challenges.
Reply to inbound portal tickets our customers submit and follow up on any personal tickets that could not be solved on the day they came in.
Trainings, Weekly Meetings, One on Ones, Professional Development.

Knowledge, Skills and Abilities:

Excellent customer service skills.
Knowledge of computers, networks, and remote troubleshooting techniques.
Skill in providing information technology related customer service and training to users with varying levels of technical expertise.
Skill in analyzing computer hardware and software problems.
Skill in working as part of a team.
Skill in time management and in dealing with multiple priorities.
Ability to effectively communicate verbally and in writing.

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.

Minimum Qualifications

Bachelor's degree or equivalent advanced learning attained through experience required.

Job Details

FLSA: Non-Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40

Rate of Pay: $22.77 - $28.46 (hourly rate)

Benefits Eligible: Yes - Full Benefits

Number of Vacancies: 2

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Equal Opportunity Employer Vets/Disabled

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IT Support Helpdesk Analyst I (Multiple Positions)

Edtech.com's Summary

IT Support Helpdesk Analyst I (Multiple Positions) Full Description

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