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IT Support Helpdesk Analyst I (Multiple Positions)
Posting Number
req26607
Department
Desktop & Mobile Comp Services
Department Website Link
https://it.arizona.edu/
Location
Tucson Campus
Address
Tucson, AZ USA
Position Highlights
The University of Arizona's Information Technology Services (UITS) invites you to apply to the role of IT Support Helpdesk Analyst I.
University Information Technology Services (UITS) is the University of Arizona's central technology organization. UITS delivers enterprise and specialized technology services that support students, faculty, researchers, staff, and campus partners. Through innovation, strategic partnerships, and a commitment to accessibility and continuous improvement, UITS supports the evolving needs of a leading research university and the communities it serves.
The Health Sciences Service Desk provides first-line IT support to faculty, staff, researchers, clinicians, students and affiliates across the University of Arizona Health Sciences. This position delivers exceptional customer service through phone, walk-in, teams chat, and Splashtop remote sessions, while serving as a trusted technology resource for the College of Medicine (Tucson and Phoenix), Nursing, Pharmacy, Public Health and the School of Health Professions.
Visa sponsorship is not available for this position.
This is an on-site position; remote and hybrid work options are not available.
The Health Sciences Service Desk operates from 7:30 a.m. - 5:00 p.m. We will be filling 2 open shifts: 1) 7:30 a.m. - 5:00 p.m. 2) 8:00 a.m. - 5:00 p.m.
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!
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 first-level technical support through phone, walk-in, teams chats, and Splashtop remote sessions for Health Sciences customers while also assisting with the University's enterprise 24/7 phone queue.
• Troubleshoot software, operating systems, Microsoft 365 applications, account access, mobile devices, and general technology issues.
• Document, prioritize, and resolve interactions while providing excellent customer service and appropriate incident escalation when necessary.
• Collaborate with Service Desk and Enterprise IT teams to ensure timely resolution of customer issues.
• Coordinate escalations, communicate status updates, and help remove barriers that delay resolution while maintaining a strong focus on customer satisfaction and service excellence.
• Contribute to the creation and maintenance of knowledge base articles, customer communications and technical documentation to improve service delivery.

Knowledge, Skills and Abilities:

• Excellent customer service and interpersonal communication skills.
• Strong troubleshooting skills across Windows, macOS, Microsoft 365, mobile devices, printers, and common IT hardware.
• Ability to diagnose and resolve hardware, software, networking, and account access issues.
• Knowledge of remote support technologies and enterprise ticket management systems.
• Ability to communicate technical information clearly to users with varying levels of technical expertise.
• Ability to prioritize multiple requests while maintaining excellent attention to detail.
• Ability to work independently and collaboratively within a team environment.
• Knowledge of IT security best practices, data privacy, and institutional policies.
• Ability to document technical procedures and contribute to knowledge management resources.

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.

Preferred Qualifications

• Commitment to continuous learning and delivering exceptional customer service.
• Experience providing high-volume phone support in a service desk or help desk environment.
• Experience supporting higher education, healthcare, or academic medical environments.
• Experience using ServiceNow or a similar IT service management platform.
• Experience supporting Microsoft 365, Windows, macOS, Intune, and Jamf.
• Experience with remote support tools and assisting customers through multiple communication channels.
• Experience mentoring or training student employees.

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
Rate of Pay
$22.77 - $28.46
Compensation Type
hourly rate
Grade
6
Compensation Guidance
The 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 Level
PC1
Job Family
IT Support
Job Function
Information Technology
Type of criminal background check required:
Fingerprint criminal background check (security sensitive due to title or department)
Number of Vacancies
2
Target Hire Date
Expected End Date
Contact Information for Candidates
uits-jobs@arizona.edu
Open Date
7/28/2026
Open Until Filled
Yes
Documents Needed to Apply
Resume and Cover Letter
Special Instructions to Applicant
Notice of Availability of the Annual Security and Fire Safety Report
In compliance with the Jeanne Clery Campus Safety Act (Clery Act), each year the University of Arizona releases an Annual Security Report (ASR) for each of the University's campuses.Thesereports disclose information including Clery crime statistics for the previous three calendar years and policies, procedures, and programs the University uses to keep students and employees safe, including how to report crimes or other emergencies and resources for crime victims. As a campus with residential housing facilities, the Main Campus ASR also includes a combined Annual Fire Safety report with information on fire statistics and fire safety systems, policies, and procedures.
Paper copies of the Reports can be obtained by contacting the University Compliance Office at cleryact@arizona.edu.