IT Support Helpdesk Analyst II (Sierra Vista)

Tucson, AZ
Apr 29, 2021
Employment Type
Full Time
Institution Type
Four-Year Institution
Posting Number:



College of Applied Sci & Tech

Department Website Link:


Sierra Vista


Sierra Vista, AZ USA

Position Highlights:

The purpose of this position is to provide dedicated off hour VLE (Virtual Learning Environment) and classroom support for the University of Arizona's VLE and classrooms. The IT Support Helpdesk Analyst will also conduct user, faculty, and administrator training as required as well as provide CyberApolis persona and scenario data building support. The IT Support Helpdesk Analyst will also update and maintain separate use manuals for VLE students, faculty, staff, and administrators. This position will support Sierra Vista and Fort Huachuca classrooms when not supporting the VLE. The CAST department is seeking candidates who enjoy working with a diverse, non-traditional student population. This position will contribute to building a strong team of culturally diverse faculty and staff who are committed to preparing traditional, post-traditional, and transfer students for success in a 21st-century workforce.

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 and optional 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 relocations services, please click here.

Duties & Responsibilities:

  • Provide students, faculty, staff, and administrators CAST’s Virtual Learning Environment operational, technical, and training support as required.
  • Provide eight (8) hours of support per day over weekends (Saturdays & Sundays), and work remaining hours between approximately 1500 MST to 2200 MST to support and cover evening classes. The specific times will be coordinated in advance with the IT Manager and Cyber Operations Program Director and/or Operations Manager and may vary by academic semester.
  • Install, maintain, and support technologies in classrooms that enhance classroom learning and operations. Supports end users (primarily faculty and students) for application, hardware, and network issues involving classrooms.
  • Responsible to update and maintain separate user manuals for VLE students, faculty, staff, and administrators as any modifications or changes are made to the VLE.
  • Build and modify CyberApolis personas and training scenarios under the direction of the Cyber Operations Program Director and/or Operations Manager.
  • Collect, aggregate, and maintain statistics on the support calls/requests made. Support statistics will be provided to the Cyber Operations Program Director and Operations Manager communicated monthly.
  • Reviews processes and procedures for quality assurance. Creates help desk documentation.
  • Provides training and mentoring to students and community of users.
  • Participates in process improvement and other projects.

Minimum Qualifications:

  • Bachelor's degree or equivalent advanced learning attainedthrough professional level experience required.
  • Minimum of 3 years of relevant work experience is typicallyrequired.

Preferred Qualifications:

  • Previous experience working with and/or in the CAST Virtual Learning Environment



Full Time/Part Time:

Full Time

Number of Hours Worked per Week:


Job FTE:


Work Calendar:


Job Category:

Information Technology

Benefits Eligible:

Yes - Full Benefits

Rate of Pay:

$18.03 - $21.63

Compensation Type:

hourly rate



Career Stream and Level:


Job Family:

IT Support

Job Function:

Information Technology

Type of criminal background check required::

Name-based criminal background check (non-security sensitive)

Number of Vacancies:


Target Hire Date:


Expected End Date:

Contact Information for Candidates:

Brian Bates
458-8278 x2164
[email protected]

Open Date:


Open Until Filled:


Documents Needed to Apply:

Resume and Cover Letter

Special Instructions to Applicant:

Diversity Statement:

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution and a Native American/Alaska Native-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

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