Information Technology Support Center Specialist

Information Technology Support Center Specialist

Location: United States

Job Description:

Posting Numberreq25280

DepartmentSupport Services

Department Website Link

LocationTo Be Determined

AddressAZ USA

Position HighlightsThe University of Arizona's Information Technology Services (UITS) invites you to apply for the role of Information Technology Support Center Specialist (IT Support Helpdesk Analyst I). The Support Center operates twenty-four hours a day, seven days a week and provides technical support, training, and guidance to the campus community regarding the use, maintenance, and repair of computer technology. Support is delivered by answering inbound phone calls, responding to online chats, and resolving customer portal tickets.

Remote work available only from within the state of Arizona. Applicants residing outside of Arizona will not be considered.

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

The University of Arizona has been recognized for our innovative work-life programs.

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.
• Monitor and respond to support requests submitted through the customer portal ticketing system and follow-up on any personal tickets that could not be solved on the day they came in.
• Participate in required training sessions, weekly meetings, one-on-one meetings, and professional development activities as directed by supervisor.

Knowledge, Skills, & Abilities

• Ability to provide excellent customer service.
• 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.
• Ability to work effectively as part of a team. 
• Skill in time management and in dealing with multiple priorities.
• Ability to communicate effectively 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. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

Minimum Qualifications

• Bachelor's degree or equivalent advanced learning attained through experience required.
• One (1) year of relevant work experience required.

Preferred Qualifications

FLSANon-Exempt

Full Time/Part TimeFull Time

Number of Hours Worked per Week40

Job FTE1.0

Work CalendarFiscal

Job CategoryInformation Technology

Benefits EligibleYes - Full Benefits

Rate of Pay$22.77 - $28.46

Compensation Typehourly rate

Grade6

Compensation GuidanceThe Rate of Pay Field represents the University of Arizona’s good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate’s work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

Career Stream and LevelPC1

Job FamilyIT Support

Job FunctionInformation Technology

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

Number of Vacancies1