Information Technology Support Analyst

Job Level
Entry-level position
Job Category
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Information Technology
  • Support / Help desk
Position Summary

The Information Technology Support Analyst is a member of a team of professionals responsible for providing IT services to university-wide Core Facilities in Research, Discovery & Innovation. This position is responsible for facilitating the day-to-day operations of Research Computing staff and projects, and maintaining workstations for shared and individual use as well as instrumentation control. Responsibilities include operating system and software upgrade, network management, systems administration, user training and general troubleshooting of workstations and devices.

Well qualified candidates should have customer service knowledge and experience, as well as technical knowledge and experience. Preference will be given to candidates that have have experience in University systems such as SWIM, UAccess, KFS, iLab, and Office 365. Additionally, the candidate should have experience in Active Directory management and operations, as well as knowledge and capability in scripting languages such as Powershell, PHP, and Python. Finally, the candidate we are seeking should have strong interpersonal and communication skills, and the ability to work both effectively and cooperatively with a wide range of people in a diverse community.

Research, Discovery & Innovation has 14 core facilities or cores – highly specialized testbed facilities available for use by faculty, students, and scientists in government and industry. The core facilities provide users with access not only to the latest instrumentation, but also to experienced staff with expertise in designing and conducting experiments and analyzing data.

Research core facilities, which focus on a variety of disciplines, are shared research facilities that offer:

  • Specialized scientific instruments/equipment for experimental research

  • Cutting-edge technologies for new product research and development

  • Services including training, education, and expert consultation

Arizona Research Laboratories (ARL) is a group of researchers and core services solving critical scientific problems and generating knowledge for the future. Our organization’s structure and values promote innovation through dynamic interdisciplinary collaborations. ARL provides high quality support to the UA research community through professionally-managed, campus-wide core service facilities.

With more than $622 million in research and development dollars from federal, state, and private sources, The University of Arizona currently ranks #23 among public universities in the US in overall research expenditures and #6 in physical science research. With world class faculty in fields as diverse as astronomy and space exploration, plant science, biomedical science and biotechnology, anthropology, Native peoples, business, law, philosophy, music, and dance, the UA is one of only 62 members in the Association of American Universities. The University’s main campus is situated in the heart of Tucson. Surrounded by mountains and the high Sonoran Desert, Tucson boasts a distinctive southwestern feel and enjoys more than 300 days of sunshine each year.

The UA today has over 43,000 students, and nearly 15,600 employees. The main campus has grown from its original 40 acres to more than 350 acres, and boasts the oldest continually maintained green space in Arizona. The University of Arizona offers a broad range of educational programs and support services that attract an excellent and diverse student body.

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 listed by Forbes as one of America’s Best Employers in the United States and WorldatWork and the Arizona Department of Health Services have recognized us for our innovative work-life programs. For more information about working at the University of Arizona, please click here.

Duties & Responsibilities
  • Communicate in ways that reflect organizational strategies and priorities.

  • Identify customer concerns, be aware of customers’ business process cycles; gather customer input to improve services and collaboratively develops solutions.

  • Seek input from senior management, customers and staff on the team performance to assess strengths and weaknesses.

  • Recommend and enact improvements to work flow, simplify operational and reporting procedures and improve performance standards.

  • Promote the customer service ethic.

  • Maintain an even exposure to user issues and strengthen team knowledge by recording lessons learned; sharing knowledge, sharing problems and sharing approaches to problem solving.

  • Installs, configures and performs routine maintenance on systems hardware and software including servers and operating systems. Creates and maintains user accounts.

  • Maintains, monitors and supports data and voice networks including client connectivity, authorization and authentication mechanisms.

  • Participates in designing, analyzing, implementing and maintaining applications systems. Writes and maintains computer code and tests applications.

  • Participates in the analysis, design, development, maintenance and administration of automated databases. Implements and maintains data structures including stored procedures and views.

  • Performs basic analysis, design, development, and maintenance of web sites.

  • Installs, configures and maintains workstation hardware, software and peripherals. Evaluates workstation support needs; plans and implements maintenance, upgrades and training programs. Resolves hardware/software problems.

  • Implements and monitors computer security and quality assurance procedures and maintains associated required documentation.

  • Participates in research of current and emerging computing technologies.

  • Additional duties may be assigned.

Knowledge, Skills, & Abilities 
  • Knowledge of the theory, principles and practices in area of assignment that may include systems administration, network systems administration, applications design/development, database design/development or administration, web site design/development and/or workstation/end user support.

  • Skill in providing information technology related customer service to users having varying levels of technical expertise.

  • Skill in analyzing computer hardware and software problems.

  • Skill in working independently and as part of a team.

  • Ability to communicate effectively verbally and in writing.

  • Strong organizational, time management, communication and customer service skills.

  • Knowledge of computer operating procedures and techniques.

Minimum Qualifications

Please see Arizona Board of Regents Minimum Qualifications below.

Arizona Board of Regents Minimum Qualifications

Three years of information technology experience in area of assignment which may include system administration, network systems administration, applications design/development, database design/development or administration, web site design/development or administration and workstation/end user support; OR, an Associates degree in Information Technology or related area  AND two years of information technology experience in area of assignment which may include system administration, network systems administration, applications design/development, database design/development or administration, web site design/development and workstation/end user support; OR, Any equivalent combination of experience, training and/or education.

Preferred Qualifications
  • Experience supporting an enterprise level Domain environment.

  • Experience with DHCP.

  • Experience with PC hardware troubleshooting and maintenance.

  • Familiarity with University Network and Central Systems – UAccess, UAConnect, UAssist, JIRA, and SWIM.

Full Time/Part Time Full Time
Number of Hours Worked per Week 40
Job Category Computer, Engineering and Technical
Benefits Eligible Yes - Full Benefits
FLSA Non-Exempt
Posted Rate of Pay DOE
Type of criminal background check required: Fingerprint criminal background check (security sensitive due to title or department)