Student IT Support Analyst

The University Information Technology Services (UITS) invites you apply to the role of Student IT Support Analyst.

Student IT Support Analyst position is a full-time employment. The Student IT Support Analyst will be responsible for handling Tier 1 incidents from students and adjunct faculty, and other related requests via the telephone, chat, and tickets. The goal is to maximize customer satisfaction and maximize the up time of the end user/customer production environment while fostering UAGC's Culture of Care in every interaction.

Candidates working anywhere in the U.S. may be considered for a remote assignment.

Possible 4 day/10 hour work days.

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!

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• Serve as front-line student technical support to maximize student
  success by addressing student inquiries and support issues.
• Provide customer
  support in an inbound call center environment to the organizations' students
  & associate faculty on multiple proprietary software platforms while
  empowering users to be more confident in using the platforms.
• Provide account
  assistance, such as password resets, MFA assistance, login support, etc.
• 
  Demonstrate proper troubleshooting techniques, including the use of probing questions
  and analytical thought to diagnose issues or error messages properly.
• Serve as
  an advocate between students or 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.
• Maintain accountability and ownership of issue/support
  tickets.
• Provide closed looped contact with end-users to verify final solution
  and determine satisfaction level.
• Research end-user problems to determine root cause.
• Participate in training required to develop and maintain skills
  necessary to support end-users and grow professional skills.

Knowledge, Skills and Abilities:

• Ability to empathize with students who are struggling with proprietary
  platforms and assignments.
• Excellent written and verbal communication skills with the ability to
  clearly articulate solutions to complex problems.
• Strong analytical skills to assess and evaluate students' needs and
  determine appropriate courses of action.
• Ability to be self-motivated and to work effectively in a virtual team
  environment or independently.
• Ability to perform
  and manage multiple tasks efficiently and effectively.
• Knowledge of Microsoft 365 suite and related software.
• Ability to work
  with and learn a wide range of software products on an in-depth level.
• Strong analytical, written, and verbal communication skills.
• Strong customer service skills.
• Ability to independently
  and make sound business decisions.
• Ability to be flexible to the rapidly changing needs of the department and company.
• Ability to work a variety of shifts within a 24/7 support team.
• Strong troubleshooting and time management skills.
• Skill in examining and re-engineering operations and procedures, and developing and implementing new strategies and procedures.

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 5 years of relevant experience, or equivalent combination of education and work experience.

• Experience with call center phone system.
• Experience with video communication software.

The application window is anticipated to close May 7, 2026.