IT Support Helpdesk Analyst II (Chandler, AZ)

IT Support Helpdesk Analyst II (Chandler, AZ) Posting Number req23508 Department Campus IT Services Department Website Link 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 :

Minimum Qualifications

OR

Preferred Qualifications

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 Arizonas 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 candidates 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@

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 Universitys 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@.

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