IT Support Helpdesk Analyst I
Listed on 2026-08-01
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
IT Support Helpdesk Analyst I (Multiple Positions)
IT Support Helpdesk Analyst I (Multiple Positions)
Posting Number req
26607
Department Desktop & Mobile Comp Services
Department Website Link (Use the "Apply for this Job" box below)./
Location Tucson Campus
Address Tucson, AZ USA
Position HighlightsThe 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!
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.
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.
- Abilityto 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.
- Commitment to continuous…
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