Address
Form of workIT Support Helpdesk Analyst II
Posting Number
req14700
Department
Support Services
Department Website Link
Location
Main Campus
Address
Tucson, AZ USA
Position Highlights
The Self Service and Training team (SS&T) is a fun and lively group of technology training professionals, and we are looking for an eager and talented colleague to our team. You will have opportunities to contribute to a supportive team that thrives on being creative and collaborative. Your top priorities will be to deliver friendly support to our customers, engaging training for our support center colleagues, and high-value documentation for the university and the public via the knowledge base.
Documentation and coaching responsibilities will be in support of our knowledge base and our training activities, so it is important that you are comfortable with creating and sharing content with others. To stay aware of support trends, you will also regularly provide technical support directly to customers as part of a fast-paced support center. The shift for this position is Tue-Sat (first shift). Flexible work schedules are an option, including fully remote. Applicants must be currently authorized to work in the United States.
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 and optional 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
Job Description:
Knowledge, Skills and Abilities:
Minimum Qualifications
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
$21. 03 - $21.98
Compensation Type
hourly rate
Grade
6
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@arizona.edu
Open Date
5/10/2023
Open Until Filled
Yes
Documents Needed to Apply
Resume and Cover Letter
Special Instructions to Applicant
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. As a Hispanic-serving institution, 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 provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. 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.
Posting Number
req14700
Department
Support Services
Department Website Link
Location
Main Campus
Address
Tucson, AZ USA
Position Highlights
The Self Service and Training team (SS&T) is a fun and lively group of technology training professionals, and we are looking for an eager and talented colleague to our team. You will have opportunities to contribute to a supportive team that thrives on being creative and collaborative. Your top priorities will be to deliver friendly support to our customers, engaging training for our support center colleagues, and high-value documentation for the university and the public via the knowledge base.
Documentation and coaching responsibilities will be in support of our knowledge base and our training activities, so it is important that you are comfortable with creating and sharing content with others. To stay aware of support trends, you will also regularly provide technical support directly to customers as part of a fast-paced support center. The shift for this position is Tue-Sat (first shift). Flexible work schedules are an option, including fully remote. Applicants must be currently authorized to work in the United States.
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 and optional 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
Job Description:
- Reviews and creates documentation for the knowledge base with a focus on self-service articles.
- Collaborates with knowledge content owners to produce high-value documentation that serves a diverse audience including the public.
- Reviews and creates documentation in D2L Brightspace to support training activities.
- Delivers training and coaching to the 24/7 Support Center using multiple modalities, as well as multiple technology platforms.
- Communicates timely and meaningful training updates to the supervisors of new hires and other learners.
- Performs responsibilities of a Support Center Specialist (IT Support Helpdesk Analyst I) 25% of the time.
Knowledge, Skills and Abilities:
- Exceptional customer-service skills.
- Ability to understand and explain complex technical issues.
- Excellent writing skills that can produce concise and clear documentation (writing sample required).
- Eagerness to contribute to a dynamic team-centric environment.
- Time management skills with an ability to apply prioritization techniques.
- Creative problem solving that emphasizes identifying solutions above discovering obstacles.
Minimum Qualifications
- Bachelor's degree in a related field and 3 years of relevant experience is required.
Or any equivalent combination of education and experience.
Preferred Qualifications
- Experience with delivering technology-focused customer service and training.
- Experience creating online documentation (knowledge base, wiki, etc.).
- Experience with a learning management system.
- Experience in a high-volume support center. (call/chat/email).
- Experience delivering training or instruction to affiliates with a diverse level of expertise.
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
$21. 03 - $21.98
Compensation Type
hourly rate
Grade
6
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@arizona.edu
Open Date
5/10/2023
Open Until Filled
Yes
Documents Needed to Apply
Resume and Cover Letter
Special Instructions to Applicant
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. As a Hispanic-serving institution, 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 provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. 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.
