Student IT Support Analyst (Multiple Positions)

Position Highlights

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 Student IT Support Analyst serves as the first point of contact for students and adjunct faculty, providing high-quality, customer-focused support across phone, chat, and ticketing channels. This role is critical to ensuring a positive student experience by resolving issues efficiently, communicating clearly, and demonstrating empathy in every interaction. While technical troubleshooting is a component of the role, the primary focus is on delivering excellent service and building users' confidence as they navigate university systems. This role is well-suited for individuals interested in building a career in IT through hands-on experience in a customer-focused support environment.

This position may require working a variety of shifts within a 24/7 support team. Most shifts follow a 4-day/10-hour workday schedule.

Candidates working anywhere in the U.S. may be considered for a remote assignment. Visa sponsorship is not available for this position.

Duties & Responsibilities

• Serve as front-line technical support to maximize student success by addressing student inquiries and support issues.
• Provide customer-focused support in an inbound call center environment, prioritizing clear communication, patience, and user confidence.
• Provide account assistance, such as password resets, MFA assistance, login support, etc.
• Use effective questioning and active listening to understand user needs, diagnose issues, and guide users through solutions.
• Serve as an advocate between students, 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.
• Take full ownership of customer issues from initial contact through resolution, ensuring timely follow-up and a positive user experience.
• Follow up with users to confirm resolution, reinforce understanding, and ensure satisfaction with the support experience.
• Research end-user problems to determine root cause.
• Participate in training to develop and maintain the skills necessary to support end-users and advance professional development.