IT Support Helpdesk Analyst II; Chandler, AZ

This position supports University of Arizona Global Campus (UAGC). The IT Support Helpdesk Analyst II role is customer-service oriented and requires deep knowledge on a broad range of subjects, including operating systems, applications in the UAGC environment, business practices, and the support lifecycle of our environment.

This role is integral to the team in that it represents an IT professional who no longer needs hands-on supervision of tasks and can be trusted to knowledgeable any courteously interact with customers as well as fully troubleshoot and resolve technical issues.

This role will be responsible for handling equipment issuing and returns, end-user troubleshooting, employee training on technology, and process documentation. Occasional involvement on projects may be required.

This position requires in person presence at UAGC offices in Chandler, AZ.

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; 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 .

• Provides world-class, direct customer support via all support channels (phones, email, ticketing system, etc.) without the need for direct supervision, including escalations from tier 0 teams in the support lifecycle. These support paradigms include software as well as hardware issues and have a highly varied level of complexity.
• Performs evaluation of issues, asking questions to find resolution. Escalates the issue to the appropriate person or team if needed.
• Manages hardware break/fix issues and coordinates with hardware vendors when required.
• Manages device inventory.
• Takes part in activities to support maintenance and growth of knowledge of technical concepts internally to the team as well as to the end user by preparing documentation, walkthroughs, trainings,  addition to upkeep of personal knowledge of technical concepts. This includes upholding the highest level of security standards as upheld by UA and UAGC.
• Assist with technical projects and initiatives from across the IT team, including testing of new system deployments, new processes, or other projects as needed.
• Maintains an active and engaged role on the technical support team at UAGC to ensure ongoing team strength, camaraderie, and morale.

Knowledge, Skills, Abilities:

• Ability to listen to customers describe issues and intuit potential causes.
• Ability to create and refine documentation for processes relevant to both IT staff and customers.
• Ability to evaluate hardware to determine condition and eligibility for reuse.
• Ability to replace hardware (i.e. screens, batteries, storage) in laptop computers.
• Familiarity with Microsoft Office 365 suite.
• Familiarity with Microsoft Endpoint Manager (Intune) and Azure Active Directory.
• Familiarity with Microsoft Windows, macOS, iOS, and Android operating systems.
• Familiarity with ticketing systems such as Jira or Service Now.
• Broad, in-depth knowledge of the core technical concepts of information technology, specifically operating systems, Microsoft productivity software, and deployment tools.
• Ability to provide customer service at the highest level.
• Ability to read, write, and speak English proficiently.

• Bachelor's degree AND Minimum of 3 years of relevant work experience.

OR

• Equivalent combination of education and work experience.

• Experience in a technical environment with progressive technical complexity.
• Experience in a customer-service oriented environment and demonstrated ability to provide customer service at the highest level.
• Experience with Power Shell, batch files, and Windows registry…