Information Technology Support Analyst
Posting Number: req6999
Department: Chemistry & Biochemistry - Sci
Location: Main Campus
Address: Tucson, AZ USA
The individual will provide desktop and web support for the department.
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; state and optional retirement plans; access to UA recreation and cultural activities; and more!
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Duties & Responsibilities
- Provide prompt and professional response to requests for
computing and technology support. This includes making contact with customers
via phone, chat, e-mail, and in-person and resolving technical incidents
on-site or by using remote tools.
- Deliver, set up, and configure Windows systems, printers,
scanners, mobile devices, and other technology items.
- Document, classify, and update the status of all support
and service requests in incident tracking system as work is completed.
Regularly communicate the status of unresolved requests with customers.
- Analyze, troubleshoot, diagnose, and resolve reported
problems with software, equipment, and network connections.
- Meet with faculty and staff to determine equipment and
software solutions to meet special project needs, conduct product/price/vendor
research, and deploy solutions after acquisition.
- Share knowledge with team members through various means
including drafting knowledge base articles, team meetings, and the use of
- Consult with senior staff and collaborate with technology
partners such as University Information Technology Services (UITS), College of
Medicine Service Desk (COM-ITS), and contracted vendors to ensure thorough and
timely resolution of customer support needs. Escalate incidents to management
as needed to address barriers to delivering exceptional support.
- Ensure that any network-attached devices such as desktops,
laptops, mobile devices, and printers are in compliance with university,
college, and other applicable IT security policy standards.
- Maintain inventory of computing and technology equipment
and software as items are deployed or relocated. Create reports and make
recommendations for upgrades and replacement.
- Review self-help materials and knowledge base content for
accuracy and usability. Recommend improvements and new content needs.
- Prepare documentation and provide user training on numerous
IT resources. Review existing documentation for accuracy and usability as
- Participate in instructor-led or self-paced
training/learning opportunities to continually sharpen technical and
- Support and act as mentor for departmental Drupal users and
- Administration and organizational duties regarding
departmental Active Directory.
Knowledge, Skills & Abilities:
- Demonstrated excellence in customer service, technical problem solving and collaboration.
- Knowledge of computer networks and troubleshooting techniques.
- Knowledge of and experience in Microsoft Active Directory administration.
- Ability to develop documentation and deliver training on the usage of computing and technology resources.
- Understanding of information security best practices and regulatory compliance areas such as HIPAA, FISMA, FERPA and PCI, and how they affect the configuration, use and support of information technology resources.
- Ability to interact in a courteous and professional manner with all levels of administrators, faculty, staff and students, including the ability to discern what needs to communicated, and the ability to effectively manage routine and challenging situations.
- Proven ability to work effectively both independently and in a collaborative team environment.
- Strong verbal and written communication skills.
- Desire to continuously improve on technical skills and build upon interpersonal skills.
- Ability to learn job related skills through on the job training, including observation, both written and oral instruction as well as formal training sessions.
- Knowledge of installation, configuration, and support of Microsoft Windows 7/10 and Mac OS X.
- Bachelor's and up to 1 year of relevant work experience; OR,
High School Diploma/GED with 5 years of relevant job experience; OR,
equivalent advanced learning attained through experience required.
Full Time/Part Time: Full Time
Number of Hours Worked per Week: 40
Job FTE: 1.0
Work Calendar: Fiscal
Job Category: Information Technology
Benefits Eligible: Yes - Full Benefits
Rate of Pay: DOE
Compensation Type: hourly rate
Career Stream and Level
Type of criminal background check required: Name-based criminal background check (non-security sensitive)
Number of Vacancies: 1
Contact Information for Candidates
Open Until Filled: Yes
Documents Needed to Apply: Resume and Cover Letter
At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.