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IT Support Center Specialist (Multiple Positions) (UPDATED)

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Position Details

Position Information

Title IT Support Center Specialist (Multiple Positions) (UPDATED)
Department UITS-Infra & Foundational Tech (9526)
Location Main Campus
Position Summary

Please note: the ‘Number of Vacancies’ has been updated from ‘One’ to ‘Multiple’. Additionally, information about the shift times has been added below.

University Information Technology Services, within the University of Arizona, is accepting applications for the position of Information Technology Support Center Specialist. In an environment that operates twenty-four hours a day, seven days a week, the Information Technology Support Center Specialist provides technical support, training and guidance to the campus community regarding the use, maintenance, and repair of computer technology.

Please note the available shifts for this position are:

Monday – Friday 12:00 AM – 9:00 AM (overnight)
Monday – Friday 8:30 AM – 5:30 PM
Monday – Friday 8:30 AM – 5:30 PM
Monday – Wednesday, Saturday, Sunday 9:00 AM – 6:00 PM

UITS is a 300 plus-member service unit with a mission to support and enhance the University’s ability to fulfill its objectives by providing effective and efficient computing and communications solutions. UITS acts as a facilitator and proactive coordinator of integrative technology services for campus. We are committed to supporting a technological foundation that enhances learning, research and business, recognizing that to serve the campus well we must promote user self-sufficiency, easy access to information, and collaborative relationships with users.

UITS supports and works collaboratively with all three communities of our campus: staff, faculty, and students.

UITS is committed to high-quality, value-added services delivered through strong values of respect, integrity, and transparency.

UITS provides two mission-critical IT components to the campus: Infrastructure & Client Services and Enterprise Applications.

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; state retirement plan; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, please click here.

Duties & Responsibilities

• Receives and prioritizes incoming telephone, chat, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computing-related technologies.
• Evaluates and resolves client computing issues in-person and remotely; corrects routine problems by recommending and assisting with minor repairs to equipment and/or entering specialized commands or data into systems. Contacts appropriate resources for additional assistance.
• Logs and tracks calls using a specialized database, and maintains history records and related documentation.
• Installs and/or assists in the installation and configuration of software and hardware.
• Trains and guides campus community members in the use of technology.
• Writes online announcements to notify customers of system changes or issues, security alerts and new software/hardware releases.
• Monitors online forums and web pages for content accuracy and usability. Recommends changes as necessary.
• Trains and assists student workers.

Knowledge, Skills, & Abilities

• Knowledge of computer networks and remote troubleshooting techniques.
•Skill in troubleshooting, repairing, configuring and administering systems in a domain or work group environment.
• Skill in providing information technology related customer service and training to users with varying levels of technical expertise.
• Skill in analyzing computer hardware and software problems.
• Skill in working as part of a team.
• Skill in time management and in dealing with multiple priorities.
• Ability to effectively communicate verbally and in writing.

Minimum Qualifications

Please see Arizona Board of Regents Minimum Qualifications below.

Arizona Board of Regents Minimum Qualifications

Three years of hardware/software experience in area of assignment, including one year of experience providing IT customer support services; OR, an Associate’s degree in Management Information Systems, Computer Information Technology or related field AND two years of hardware/software experience in area of assignment including one year of experience providing IT customer support services; OR, Any equivalent combination of experience, training and/or education.

Preferred Qualifications

High volume call/email customer service experience.

Full Time/Part Time Full Time
Number of Hours Worked per Week 40
Job Category Computer, Engineering and Technical
Benefits Eligible Yes - Full Benefits
FLSA Non-Exempt
Posted Rate of Pay DOE
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)

Posting Detail Information

Posting Number S24204
Number of Vacancies Multiple
Desired Start Date
Position End Date (if temporary)
Limited to Current UA Employees No
Contact Information for Candidates

Melanie Hornstein
mhornstein@email.arizona.edu

Open Date 10/27/2017
Review Start Date 11/02/2017
Close Date
Open Until Filled Yes
Special Instructions to Applicant
Quick Link for Internal Postings http://uacareers.com/postings/22925
Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. We translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we encourage diverse candidates to apply, including people of color, women, veterans, and individuals with disabilities. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Where did you first learn about this position?
    • Arizona Daily Star
    • Arizona Republic
    • ArizonaDiversity.com
    • Careerbuilder.com
    • Chronicle of Higher Education
    • Department of Economic Security (DES)
    • Diverse Issues in Higher Education
    • HigherEdsJobs.com
    • Hispanic Outlook in Higher Education
    • Indeed.com
    • InsideHigherEd.com
    • Jobing.Com
    • LinkedIn
    • Local Job Banks
    • Pima County One-Stop
    • Professional Conference
    • Professional journal/publication
    • Referred by UA Employee
    • Invited by Dept to Apply
    • UA Website
    • Other
  2. * Do you have three years of hardware/software experience in area of assignment, including one year of experience providing IT customer support services; OR, an Associate's degree in Management Information Systems, Computer Information Technology or related field AND two years of hardware/software experience in area of assignment including one year of experience providing IT customer support services; OR, any equivalent combination of experience, training and/or education?
    • Yes
    • No

Documents Needed to Apply

Required Documents
  1. Resume
  2. Cover Letter
Optional Documents