University of Arizona
IT Support Helpdesk Analyst II (Chandler, AZ)
University of Arizona, Chandler, Arizona, United States, 85249
IT Support Helpdesk Analyst II (Chandler, AZ)
Posting Number
req23508
Department
Campus IT Services
Department Website Link
https://it.arizona.edu/
Location
Chandler
Address
Chandler, AZ USA
Position Highlights
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
click here
. Duties & Responsibilities
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, etc.in 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 ServiceNow. 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. Minimum Qualifications
Bachelor's degree ANDMinimum of 3 years of relevant work experience. OR Equivalent combination of education and work experience. Preferred Qualifications
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 PowerShell, batch files, and Windows registry manipulation. 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
$25.50 - $31.87
Compensation Type
hourly rate
Grade
7
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
PC2
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
1
Target Hire Date
Expected End Date
Contact Information for Candidates
uits-jobs@arizona.edu Open Date
7/25/2025
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 Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an
Annual Security Report (ASR)
for each of the University’s campuses. These reports 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. #J-18808-Ljbffr
Posting Number
req23508
Department
Campus IT Services
Department Website Link
https://it.arizona.edu/
Location
Chandler
Address
Chandler, AZ USA
Position Highlights
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
click here
. Duties & Responsibilities
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, etc.in 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 ServiceNow. 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. Minimum Qualifications
Bachelor's degree ANDMinimum of 3 years of relevant work experience. OR Equivalent combination of education and work experience. Preferred Qualifications
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 PowerShell, batch files, and Windows registry manipulation. 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
$25.50 - $31.87
Compensation Type
hourly rate
Grade
7
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
PC2
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
1
Target Hire Date
Expected End Date
Contact Information for Candidates
uits-jobs@arizona.edu Open Date
7/25/2025
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 Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act), each year the University of Arizona releases an
Annual Security Report (ASR)
for each of the University’s campuses. These reports 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. #J-18808-Ljbffr