IT Support Helpdesk Analyst I

IT Support Helpdesk Analyst I (Multiple Positions)

Posting Number req26607

Department Desktop & Mobile Comp Services

Department Website Link

Location Tucson Campus

Address Tucson, AZ USA

Position Highlights

The 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!

The University of Arizona has been recognized for our innovative work-life programs.

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.

Knowledge, 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.

Ability to 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.

Preferred Qualifications

Commitment to continuous learning and delivering exceptional customer service.

Experience providing high-volume phone support in a service desk or help desk environment.

Experience supporting higher education, healthcare, or academic medical environments.

Experience using ServiceNow or a similar IT service management platform.

Experience supporting Microsoft 365, Windows, macOS, Intune, and Jamf.

Experience with remote support tools and assisting customers through multiple communication channels.

Experience mentoring or training student employees.

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 $22.77 - $28.46

Compensation Type hourly rate

Grade 6

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 PC1

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 2

Target Hire Date

Expected End Date

Contact Information for Candidates ***email_hidden***

Open Date 7/28/2026

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 Campus Safety 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 View email address on workus.org.