IT Support Helpdesk Analyst I (Multiple Positions)
About The Position
The University of Arizona’s University Information Technology Services (UITS) is hiring an IT Support Helpdesk Analyst I to provide technical support, training, and guidance to the campus community on the use, maintenance, and repair of computer technology. In a 24/7 service environment, the analyst responds to customer inquiries through inbound phone calls, online chats, and portal tickets, identifying and providing solutions to technical challenges. The position is eligible for remote work within Arizona and has two anticipated schedules: Tuesday–Saturday or Friday–Tuesday, 1:00 p.m.–10:00 p.m. Visa sponsorship is not available.
Requirements
- Bachelor’s degree or equivalent advanced learning attained through experience.
- Excellent customer service skills.
- Knowledge of computers, networks, and remote troubleshooting techniques.
- Skill in providing IT customer service and training to users with varying levels of technical expertise.
- Skill in analyzing computer hardware and software problems.
- Ability to work as part of a team.
- Skill in time management and handling multiple priorities.
- Ability to communicate effectively verbally and in writing.
Responsibilities
- Answer inbound phone calls and identify and provide solutions to customers’ technical challenges.
- Answer inbound online chats and identify and provide solutions to customers’ technical challenges.
- Respond to customer portal tickets and follow up on personal tickets that could not be resolved the day they were received.
- Participate in trainings, weekly meetings, one-on-ones, and professional development.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability programs
- Paid vacation
- Paid sick leave
- Paid holidays
- Tuition reduction for the employee and qualified family members at the University of Arizona, Arizona State University, and Northern Arizona University
- Retirement plans
- Access to University of Arizona recreation and cultural activities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
