Job Listings

Information Technology Support Analyst

Company:
The University of Arizona
Job Location:
Tucson, Arizona
Category:
Network/System Administrator

Posting Number: req6999

Department: Chemistry & Biochemistry - Sci

Location: Main Campus

Address: Tucson, AZ USA

Position Highlights

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!

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.

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
    collaboration tools.
  • 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
    appropriate.
  • Participate in instructor-led or self-paced
    training/learning opportunities to continually sharpen technical and
    interpersonal skills.
  • Support and act as mentor for departmental Drupal users and
    content creation\management.
  • 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.

Minimum Qualifications

  • 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.

FLSA: Non-Exempt

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

Range Minimum

$33,487

Range Midpoint

$46,510

Range Maximum

$55,813

Rate of Pay: DOE

Compensation Type: hourly rate

Grade

5

Career Stream and Level

PC1

Job Family

IT Support

Job Function

Information Technology

Type of criminal background check required: Name-based criminal background check (non-security sensitive)

Number of Vacancies: 1

Contact Information for Candidates

Michael Morris

mikejmaz@email.arizona.edu

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Diversity Statement

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.

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