IT Support Computing Analyst III (Phoenix, AZ) (UPDATED) (Multiple Positions)

IT Support Computing Analyst III is responsible for providing hardware and software support to campus colleagues within the desktop support service offering. The individual selected for this position will be an escalation point for the team and regularly work with high profile customers in the Phoenix area (remotely and in person). The IT Support Computing Analyst III will act as lead within the team and mentor staff as needed by providing guidance and feedback of interactions. Additionally, the position will work directly with staff and leadership from around the Phoenix campus to ensure that UITS is providing unified support to customers.

The Support Services organization within UITS takes pride in delivering creative solutions while delighting customers during every interaction. The team is highly collaborative within the UITS organization and with our partners across campus. We embrace a fun, engaging, and open-minded environment both internally and with our campus colleagues.

This position may allow for a hybrid work modality. This position will be based out of Phoenix Biomedical Campus (200 W. Washington Street, Phoenix AZ) and may require travel to other parts of Greater Phoenix using University vehicle.

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; 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.

• Provide technical support (in person and remotely) to active faculty/staff/designated campus colleagues to address information technology issues with applications, hardware, and the network.
• Lead, consult and coordinate with other departmental leadership across campus and vendors to resolve system-wide issues.
• Assess technology needs of campus locations and recommend effective solutions.
• Develop IT solutions and lead projects to address new and existing customers needs.
• Provide input regarding the implementation and support of tools, documentation, and materials that promote and support campus professionals.
• Recommends system modifications to reduce user down time.
• Act as a point of contact for high-profile customers (President's Office, Provost).
• Handle escalated or challenging customer issues from team members while demonstrating prompt and professional responses for support while training and developing team members.
• Act as a mentor to fellow teammates in the development of their technical and customer service skills.
• Collaborate with support to refer clients to other University resources and train them on the proper use of those resources.
• User management using Grouper/Active Directory.
• Additional duties as assigned.

Physical Requirements:

• Ability to lift up to 50lbs.

Knowledge, Skills, Abilities

• Ability to prioritize multiple, competing tasks while meeting deadlines in a fast paced service.
• Excellent customer service skills.
• Advanced knowledge of MacOS, Windows, ChromeOS.
• Advanced knowledge of computers, networks, and remote troubleshooting techniques.
• Proficiency in providing information technology related customer service and training to users with varying levels of technical expertise.
• Skilled in analyzing computer hardware and software problems.
• Skilled in working with and mentoring team members.
• Skilled in time management and in dealing with multiple priorities.
• Ability to effectively communicate verbally and in writing.

• Bachelor's degree or equivalent advanced learning attained through experience required AND 5 years of experience required including at least 1 year in a customer service role; OR Associate's degree in Management Information Systems, Computer Information Technology or related field AND 7 years of experience including at least 1 year in a customer service role; OR Any equivalent combination of experience, training and/or education.
• Must have a valid driver's license and ability to drive according to the University Fleet Safety Policy.
• Ability to work a scheduled shift between 7am - 6pm