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Information Technology Support Analyst, Senior

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Please see Special Instructions for more details.

**The writing sample submitted should demonstrate the candidate's written communication abilities. Samples relevant to the position are preferred.**

Position Details

Position Information

Title Information Technology Support Analyst, Senior
Department COM Info Technology Services (0728)
Location University of Arizona Health Sciences
Position Summary

The UA College of Medicine Information Technology Services Department (COM ITS) seeks a talented and energetic IT professional to join its desktop support team. As an Information Technology Support Analyst, Senior you will be responsible for providing exceptional computing and technology support to the administrators, faculty, staff and students of the College of Medicine. You will spend much of your time in the field, working hands-on with equipment and interacting with customers. You will also have the opportunity to provide remote support and research complex problems with your colleagues.

If you truly enjoy interacting with people, solving technical problems and helping others succeed through the effective use of technology; we want you on our team. COM ITS strives to be seen as a leader in providing technology solutions and support at the University and amongst its peer institutions. IT Support Analysts play a critical role in realizing that goal.

Note: This position may require occasional shift flexibility for early morning, evening and/or weekend work to accommodate customer requests. A typical shift would be 7:30am-4:30pm, 8am-5pm, or 8:30am-5:30pm Monday through Friday.

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 listed by Forbes as one of America’s Best Employers in the United States and WorldatWork and the Arizona Department of Health Services have recognized us for our innovative work-life programs. For more information about working at the University of Arizona, please click here.

Duties & Responsibilities
  • Train, coach and support non-senior staff and student workers in the development of their technical and customer service skills.
  • Review self-help materials and knowledge base content for accuracy and usability. Recommend improvements, develop and publish new content.
  • Prepare documentation and provide user training on numerous IT resources.
  • Share knowledge with team members through various means, including the drafting of knowledge base articles, team-meeting presentations, and the use of collaboration tools.
  • Participate in and manage projects.
  • Be a liaison to the infrastructure team and the service desk and desktop support teams to provide greater collaboration and better communication between the two teams.
  • Provide prompt and professional response to requests for computing and technology support. This includes making contact with customers via phone, chat, e-mail and in-person, and resolving technical incidents on-site or by using remote tools.
  • Meet with faculty and staff to determine equipment and software solutions to meet special project needs, conduct product/price/vendor research, and deploy solutions after acquisition.
  • Document, classify and update the status of all support and service requests in incident tracking system as work is completed. Regularly communicate the status of unresolved incident tickets with customers.
  • Analyze, troubleshoot, diagnose and resolve reported problems with software, equipment and network connections.
  • Deliver, set up and configure Windows 7/10 and Mac OS X systems, printers, scanners, mobile devices and other technology items.
  • Consult with other IT staff and collaborate with technology partners such as University Information Technology Services (UITS), College of Medicine Information Technology Services (COM ITS), Banner University Medicine ISS and contracted vendors, to ensure thorough and timely resolution of customer support needs. Escalate incidents to management as needed to address barriers to delivering exceptional support.
  • Ensure that any network-attached devices such as desktops, laptops, mobile devices and printers are in compliance with university, college and other applicable IT security policy standards.
  • Maintain inventory of computing and technology equipment and software as items are deployed or relocated. Create reports and make recommendations for upgrades and replacement.
  • Participate in instructor led or self-paced training/learning opportunities to continually sharpen technical and interpersonal skills.
  • There may be additional duties assigned as it relates to this position.
Knowledge, Skills, & Abilities
  • Skill in providing information technology related customer service to users having varying levels of technical expertise.
  • Skill in analyzing computer hardware and software problems.
  • Skill in conducting business and information technology needs analysis.
  • Skill in optimizing the performance of computer systems.
  • Skill in managing projects.
  • Skill in working independently and as part of a team.
  • Ability to communicate effectively verbally and in writing.
Minimum Qualifications
  • Experience in a customer service environment with an emphasis in resolving customer problems.
  • Prior work experience and comfort with the installation, configuration and support of Microsoft Windows 7/10 and Mac OS X.
  • Prior work experience with the installation, usage and support of desktop applications such as Microsoft Outlook, Word, Excel and PowerPoint; Adobe Acrobat; EndNote/Reference Manager; Lync/Skype; SAS/SPSS/STATA; and Sophos Antivirus.
  • Experience providing PC hardware troubleshooting and replacement.
  • Please also see Arizona Board of Regents Minimum Qualifications below.
Arizona Board of Regents Minimum Qualifications

Five years of progressive information technology experience in area of assignment which may include systems administration, network systems administration, applications design/development, database design/development or administration, web site design/development or administration, business analysis and/or workstation/end user support; OR, an Associate’s degree in Information Technology or a related area AND four years of progressive information technology experience in area of assignment which may include systems administration, network systems administration, applications design/development, database design/development or administration, web site design/development, business analysis and/or workstation/end user support; OR, Any equivalent combination of experience, training and/or education.

Preferred Qualifications
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 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 S24527
Number of Vacancies One
Desired Start Date
Position End Date (if temporary)
Limited to Current UA Employees No
Contact Information for Candidates

Richard Chavez
richardchavez@email.arizona.edu

Open Date 01/29/2018
Review Start Date 02/05/2018
Close Date
Open Until Filled Yes
Special Instructions to Applicant

The writing sample submitted should demonstrate the candidate’s written communication abilities. Samples relevant to the position are preferred.

Quick Link for Internal Postings http://uacareers.com/postings/26305
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 five years of progressive information technology experience in area of assignment which may include systems administration, network systems administration, applications design/development, database design/development or administration, web site design/development or administration, business analysis and/or workstation/end user support.; OR, an Associate's degree in Information Technology or a related area AND four years of progressive information technology experience in area of assignment which may include systems administration, network systems administration, applications design/development, database design/development or administration, web site design/development, business analysis and/or workstation/end user support; OR, Any equivalent combination of experience, training and/or education?
    • Yes
    • No
  3. * Do you have experience in a customer service environment with an emphasis in resolving customer problems?
    • Yes
    • No
  4. * Describe your prior work experience and comfort level with the installation, configuration and support of Microsoft Windows 7/10 and Mac OS X.

    (Open Ended Question)

  5. * Do you have prior work experience with the installation, usage and support of desktop applications such as Microsoft Outlook, Word, Excel and PowerPoint; Adobe Acrobat; EndNote/Reference Manager; Lync/Skype; SAS/SPSS/STATA; and Sophos Antivirus?
    • Yes
    • No
  6. * Do you have experience providing PC hardware troubleshooting and replacement?
    • Yes
    • No

Documents Needed to Apply

Required Documents
  1. Cover Letter
  2. Resume
  3. Writing Sample
Optional Documents