Service Continuity Analyst (Overnight Shift) (UPDATED)

Service Continuity Analyst (Overnight Shift) (UPDATED) Service Continuity Analyst (Overnight Shift) (UPDATED)

Company:

The University of Arizona

Job Location:

Tucson, Arizona

Category:

IT Support and Training

Type:

Full-Time Posting Number:

req26224

Department:

Desktop & Mobile Comp Services Location:

Tucson Campus Address:

Tucson, AZ USA Position Highlights Note:

This posting has been updated to reflect the assigned overnight shift schedule: Friday-Tuesday, 11:00 p.m.-8:00 a.m. 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. Service Continuity Analysts (Computer Operations Analyst I) perform IT support by answering calls and online chats from support queues. Analysts are also integral to monitoring critical University systems, coordinating communications about outages and degradations, and supporting batch-job management. We invite you to join the Service Continuity team within UITS. Enjoy the benefits of a close-knit team and the satisfaction that comes from the mission of supporting University faculty, staff, students, and the community. Located in the UITS building, the Service Continuity team's work modality is 100% in person and is available to its customers 24/7/365. This team facilitates access to the UITS data center for authorized personnel. 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! The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocation services, please click here. Duties & Responsibilities Answer inbound phone calls and online chats and provide customer-focused support by identifying and providing solutions to technical challenges. Monitor systems, dashboards, emails, Teams chats, batch-jobs and other areas for potential outages, degradations, and other potential events. Post alerts for planned maintenance and unplanned outages. Reach on-call resources that can respond to and engage in resolving outages. Reply to inbound portal tickets submitted by customers and follow up on outstanding tickets in order to advance customer issues to final resolution. Respond to requests for DNS and DHCP changes. Participate in trainings, weekly meetings, one on ones, and 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. Ability to work as part of a team. Ability to organize work, manage time, and balance 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. Preferred Qualifications Experience delivering IT support via telephone, chat, or in person.

FLSA:

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:

$53,039 - $66,299

Compensation Type:

salary at 1.0 full-time equivalency (FTE) Grade 7 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 Computer Operations Job Function Information Technology Type of criminal background check required: Fingerprint criminal background check (security sensitive due to job duties)

Number of Vacancies:

1 Contact Information for Candidates uits-jobs@arizona.edu

Open Until Filled:

Yes Documents Needed to

Apply:

Resume and Cover Letter Notice of Availability of the Annual Security and Fire Safety Report 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. These reports 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 cleryact@arizona.edu. HigherEd360 is part of the HigherEdJobs network.