information technology Support Center Specialist

Title	IT Support Center Specialist
Department	Univ Info Tech Svcs Admin (9501)
Location	Main Campus
Position Summary	University Information Technology Services, within the University of Arizona, is accepting applications for the position of IT Support Center Specialist for the 24/7 Helpdesk. The IT Support Center Specialist will work in an environment that operates twenty-four hours a day, seven days a week, provides technical support, training and guidance to the campus community regarding the use, maintenance, and repair of a wide variety of computer hardware, software, and network connectivity technology, including installation, configuration, testing and problem resolution. Also, the individual hired for this position will contribute to cross-functional team projects. The schedule for this position will be Monday, Tuesday, Wednesday, 2:00 p.m. to 11:00 p.m. and Saturday and Sunday, 3:00 p.m. to midnight. UITS – Where We Put U First in IT UITS is a 300 plus-member service unit with a mission to support and enhance the University’s ability to fulfill its objectives by providing effective and efficient computing and communications solutions. UITS acts as a facilitator and proactive coordinator of integrative technology services for campus. We are committed to supporting a technological foundation that enhances learning, research and business, recognizing that to serve the campus well we must promote user self-sufficiency, easy access to information, and collaborative relationships with users. UITS supports and works collaboratively with all three communities of our campus: staff, faculty, and students. UITS is committed to high-quality, value-added services delivered through strong values of respect, integrity, and transparency. UITS provides two mission-critical IT components to the campus: Infrastructure & Client Services and Enterprise Applications. 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 retirement plan; access to UA recreation and cultural activities; and more! The University of Arizona has been recognized on Forbes 2015 list of America’s Best Employers in the United States and has been awarded the 2015 Work-Life Seal of Distinction by the Alliance for Work-Life Progress! For more information about working at the University of Arizona, please click here.
Duties & Responsibilities	Receives and prioritizes incoming telephone, voicemail, email and in-person requests for assistance from users experiencing problems with hardware, software, networking and other computing-related technologies. Evaluates and resolves client computing issues in-person and remotely; corrects routine problems by recommending and assisting with minor repairs to equipment and/or entering specialized commands or data into systems. Contacts appropriate resources for additional assistance. Logs and tracks calls using a specialized database, and maintains history records and related documentation. Installs and/or assists in the installation and configuration of software and hardware. Trains and guides campus community members in the use of technology. Writes online announcements to notify customers of system changes or issues, security alerts and new software/hardware releases. Monitors online forums and web pages for content accuracy and usability. Recommends changes as necessary. Trains and assists student workers.
Minimum Qualifications	Knowledge of computer networks and remote troubleshooting techniques. Skill in troubleshooting, repairing, configuring and administering systems in a domain or workgroup environment. 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. Willing and able to work midnight to 9:00 a.m. Monday through Friday (includes a one hour break period).
Arizona Board of Regents Minimum Qualifications	Three years of hardware/software experience in area of assignment, including one year of experience providing IT customer support services; OR, an Associate’s degree in Management Information Systems, Computer Information Technology or related field AND two years of hardware/software experience in area of assignment including one year of experience providing IT customer support services; OR, Any equivalent combination of experience, training and/or education.

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