IT Support Helpdesk Analyst I

University Information Technology Services (UITS), within the University of Arizona, is accepting applications for the position of Support Center Specialist.

In an environment that operates twenty-four hours a day, seven days a week, the Support Center Specialist 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 in Arizona.

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!

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• 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.
• Additional duties as assigned.

Knowledge, Skills, 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. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

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