Student IT Support Analyst (Multiple Positions)

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.

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!

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• 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.

Knowledge, Skills and Abilities:

• Ability to deliver excellent customer service in a high-volume support environment.
• Ability to empathize with users experiencing challenges and provide calm, supportive guidance.
• Ability to effectively engage with customers during high-emotion interactions, maintaining a calm, professional demeanor while using de-escalation techniques to resolve issues.
• Strong written and verbal communication skills, with the ability to explain technical concepts in a clear, user-friendly way.
• Strong analytical skills to assess and evaluate students' needs and determine appropriate courses of action.
• Ability to work effectively in a virtual team environment or independently.
• Ability to manage multiple tasks efficiently and effectively.
• Familiarity with Microsoft 365 suite and related software.
• Ability to work with and learn a wide range of software products on an in-depth level.
• Ability to exercise judgment in balancing customer needs, service expectations, and established processes.
• Excellent initiative, work ethic, and creativity.
• Ability to adapt to the rapidly changing needs of the department and University.
• Strong troubleshooting and time management skills.

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.

• High school diploma or high school diploma equivalency is required.
• Minimum of five (5) years of relevant experience in customer service, technical support, or a related field, or equivalent combination of education and work experience.

• Experience supporting users with varying levels of technical proficiency.
• Experience in a call center environment

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.

The Grade Range for this position is $42,282 - $63,423 annual. Each unit typically sets starting pay between the minimum and midpoint upon hire as reflected in the Rate of Pay field above.