Student IT Support Analyst
Posting Number: req25798
Department: Campus IT Services
Location: To Be Determined
Address: USA
Position Highlights
The University Information Technology Services (UITS) invites you apply to the role of Student IT Support Analyst.
Student IT Support Analyst position is a full-time employment. The Student IT Support Analyst will be responsible for handling Tier 1 incidents from students and adjunct faculty, and other related requests via the telephone, chat, and tickets. The goal is to maximize customer satisfaction and maximize the up time of the end user/customer production environment while fostering UAGC's Culture of Care in every interaction.
Candidates working anywhere in the U.S. may be considered for a remote assignment.
Possible 4 day/10 hour work days.
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. For more information about working at the University of Arizona and relocations services, please .
Duties & Responsibilities
- Serve as front-line student technical support to maximize student success by addressing student inquiries and support issues.
- Provide customer support in an inbound call center environment to the organizations' students & associate faculty on multiple proprietary software platforms while empowering users to be more confident in using the platforms.
- Provide account assistance, such as password resets, MFA assistance, login support, etc.
- Demonstrate proper troubleshooting techniques, including the use of probing questions and analytical thought to diagnose issues or error messages properly.
- Serve as an advocate between students or associate faculty, and technical staff to ensure timely resolutions and personalized assistance.
- Escalate Tier 2 incidents to development and IT teams according to established procedures.
- Maintain accountability and ownership of issue/support tickets.
- Provide closed looped contact with end-users to verify final solution and determine satisfaction level.
- Research end-user problems to determine root cause.
- Participate in training required to develop and maintain skills necessary to support end-users and grow professional skills.
Knowledge, Skills and Abilities:
- Ability to empathize with students who are struggling with proprietary platforms and assignments.
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex problems.
- Strong analytical skills to assess and evaluate students' needs and determine appropriate courses of action.
- Ability to be self-motivated and to work effectively in a virtual team environment or independently.
- Ability to perform and manage multiple tasks efficiently and effectively.
- Knowledge of Microsoft 365 suite and related software.
- Ability to work with and learn a wide range of software products on an in-depth level.
- Strong analytical, written, and verbal communication skills.
- Strong customer service skills.
- Ability to independently and make sound business decisions.
- Ability to be flexible to the rapidly changing needs of the department and company.
- Ability to work a variety of shifts within a 24/7 support team.
- Strong troubleshooting and time management skills.
- Skill in examining and re-engineering operations and procedures, and developing and implementing new strategies and procedures.
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
- High school diploma or high school diploma equivalency is required.
- Minimum of 5 years of relevant experience, or equivalent combination of education and work experience.
Preferred Qualifications
- Experience with call center phone system.
- Experience with video communication software.
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: $20.33 - $25.41
Compensation Type: hourly rate
Grade
5
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 and our .
The grade range for this position is $20.33 - $30.49. Each unit typically sets starting pay between the minimum and midpoint upon hire as reflected in the Rate of Pay field above.
Career Stream and Level
OC3
Job Family
IT Support
Job Function
Information Technology
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to job duties)
Number of Vacancies: 1
Contact Information for Candidates
Open Until Filled: Yes
Documents Needed to Apply: Resume and Cover Letter
Special Instructions to Applicant
The application window is anticipated to close May 7, 2026.
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 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.
