Service Continuity Analyst (Overnight Shift)

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.

• 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.

• Bachelor's degree or equivalent advanced learning attained through experience required.

• Experience delivering IT support via telephone, chat, or in person.