IT Support Helpdesk Analyst I (Multiple Positions)

University of Arizona; Tucson (AZ); Remote; USD 31,000 - 39,000; Full time

Benefits offered by this job

Remote work within Arizona

Full benefits

Tuition reduction for employee and 
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Tuition reduction for employee and or

Job summary

The University of Arizona is seeking an IT Support Helpdesk Analyst I to assist the campus community with computer technology usage, maintenance, and repair. You will handle inbound calls, chats, and portal tickets, delivering solutions and training as needed.

Position offers remote work within Arizona and two shift options, with full-time status and non-exempt, hourly pay. Benefits include health, dental, vision, and retirement programs, reflecting UA's commitment to employee well-being.

Qualifications

• Bachelor's degree or equivalent advanced learning attained through experience required.

Responsibilities

• Answer inbound phone calls and take great care of our customers by identifying and providing solutions to their technical challenges.
• Answer inbound online chats and take great care of our customers by identifying and providing solutions to their technical challenges.
• Reply to inbound portal tickets our customers submit and follow up on any personal tickets that could not be solved on the day they came in.
• Trainings, Weekly Meetings, One on Ones, Professional Development.

Skills

Customer service

Networking

Remote troubleshooting

IT support

Team player

Time management

Written communication

Verbal communication

Education

Bachelor's degree

Job description

Position Highlights

The 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 University Information Technology Services (UITS), within the University of Arizona, is accepting applications for the position of IT Support Helpdesk Analyst I. In an environment that operates twenty-four hours a day, seven days a week, the IT Support Helpdesk Analyst I provides technical support, training, and guidance to the campus community regarding the use, maintenance, and repair of computer technology. They do this by answering inbound phone calls, online chats, and portal tickets that customers submit.

This position is eligible for remote work within the state of Arizona.

Shift 1: Tuesday - Saturday, 1:00 p.m. - 10:00 p.m.

Shift 2: Friday - Tuesday, 1:00 p.m. - 10:00 p.m.

Visa sponsorship is not available for this position.

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 click here.

Duties & Responsibilities

• Answer inbound phone calls and take great care of our customers by identifying and providing solutions to their technical challenges.
• Answer inbound online chats and take great care of our customers by identifying and providing solutions to their technical challenges.
• Reply to inbound portal tickets our customers submit and follow up on any personal tickets that could not be solved on the day they came in.
• Trainings, Weekly Meetings, One on Ones, Professional Development.

Knowledge, Skills and Abilities

• Excellent customer service skills.
• Knowledge of computers, networks, and remote troubleshooting techniques.
• Skill in providing information technology related customer service and training to users with varying levels of technical expertise.
• Skill in analyzing computer hardware and software problems.
• Skill in working as part of a team.
• Skill in time management and in dealing with multiple priorities.
• Ability to effectively communicate verbally and in writing.

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.

Location

Tucson Campus, Tucson, AZ USA

Job Details

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:

Application Information

Documents Needed to Apply: Resume and Cover Letter

Contact Information for Candidates: [e-mail]

Open Date: 11/9/2026

Open Until Filled: Yes

Security and Safety Report Notice

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.Thesereports 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 [e-mail].