Information Technology Support Analyst (Client Services Support Analyst)

Position Summary 

What will you do?

As a Client Services Support Analyst, you'll do workstation and laptop support for all of the staff at the UA Libraries, and also help take care of big public installations like the 200-seat Information Commons. We purchase and maintain the machines, develop and deploy standardized software images onto them, and provide support to the users. We also run a local helpdesk, acting as front-line support for library staff using campus-provided services like email, calendaring, and identity management.

You'll help develop and maintain the digital signage system installed across the libraries, used to promote interesting new books and exhibits, as well as to distribute warning information during emergencies. You'll maintain the conference rooms and other meeting spaces used by staff and patrons, train staff in how to use them, and assist with recording and transmission of live events.

Finally, you'll be involved in the planning, implementation, and support of information technology in cutting-edge new spaces currently under development, like the Electronic Classroom, the iSpace maker space, the Health Sciences Innovation Building, and the Student Success District.

For all of the above, you'll also be working with a small handful of bright young student workers: training them, handing off routine tasks to them, monitoring their progress, and preparing them for a job like yours down the road, if they're interested.

Because this is an entry-level position (probably your first or second job in IT), we'll expect you to have a basic working knowledge of IT concepts, practices and procedures, and then we'll train you in specifics, and develop your expertise, through actually doing the job. You'll work under limited supervision by the senior staff: they're there to get you started, guide you on decisions, and help you when you get stuck. Our goal is to give you broad exposure to all the different parts of the job, and prepare you for a senior-level position a few years down the road.

Who will you work with?

You'll be a member of the eight-person Library Technology Operations group, which in turn is one-half of the Technology Strategy & Services department at the UA Libraries. Our department runs the gamut of IT services and skills, so you'll be working alongside web designers, software developers, and platform engineers, in addition to your immediate colleagues doing client services and application support. You'll also interact on a regular basis with professional staff from all of our campus libraries: Main Library, Special Collections, Science & Engineering, Health Sciences, and Fine Arts.

Why this job?

IT work at the UA Libraries occupies a fairly unique position on campus: we're big enough to support a good-sized staff, we solve a broad spectrum of challenging problems, and we focus on medium-to-long-term solutions. We're small enough to have some flexibility in how we get things done, and the job is still very much Monday-to-Friday business-hours, so work-life balance doesn't suffer. Because the Libraries serve all of campus, we work across a lot of problem domains and stakeholder groups, so it stays interesting. We are, in short, a good middle ground between distributed and central IT.

We're also a fairly idiosyncratic bunch, from various academic backgrounds (communications, psychology, classical philology, cultural studies, anthropology, astronomy, and media arts, amongst others). Our department includes former screenwriters, school teachers, Biosphere2 tour guides, and LPL researchers. We try to be accommodating about work schedules and we're very serious about professional development. We maintain a relaxed office environment, and the University benefits package is great.

Visit the University Libraries website to learn more about us.

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!

As a nationally recognized leader, the University of Arizona strives to look forward. Listed by Forbes as one of America’s Best Employers in the United States, the University provides strategic programs to enhance the lifecycles of a multigenerational workforce.

This award-winning portfolio includes consecutive Seal of Distinction awards for its exemplary Work-Life practices from WorldatWork, along with the 2017 Gold Healthy Arizona Worksite award, presented by the Arizona Department of Health Services and the Maricopa County Department of Public Health. For more information about the collaborative culture and innovative service offerings at the University of Arizona, visit Why UA.

Duties & Responsibilities

• Responsible for planning and providing desktop and laptop support in an enterprise environment for the UA Libraries, and for the Information Commons public computing environment, including supporting the Technology Lending program.
• Responsible for planning, implementing, and maintaining the digital signage environment for the UA Libraries, including hardware planning and refresh, operating system installation, and application design and maintenance.
• Responsible for managing and maintaining audiovisual and computing equipment installed in a number of meeting spaces and conference rooms at the UA Libraries, including assisting UA Libraries staff with usage of the equipment during live events.
• Responsible for planning, managing, and providing technical expertise for digital multimedia systems, including the software and hardware used in the creation, preservation, and manipulation of digital images, video, and audio files.
• Responsible for advising and assisting with the implementation and maintenance of a number of special spaces (e.g. Electronic Classroom, iSpace) within the UA Libraries.
• Other duties as assigned.

Knowledge, Skills, & Abilities

• Excellent interpersonal and communication skills, both written and verbal
• Ability to work in a highly collaborative and inclusive environment, one that values and leverages the benefits of diverse perspectives
• Positive attitude and strong demonstration of Our Values: Collaboration, Continuous Learning, Diversity, Innovation, and Integrity.

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

• Strong customer service skills, including the ability to effectively communicate and work with a diverse community of faculty, staff, and students.
• Ability to work in a team-based environment, and continuously develop knowledge and skills related to the position.
• Ability to clearly define problems and use appropriate methods to determine and implement solutions.
• Experience with:
  • Provisioning, maintaining, repairing, and supporting user desktop and laptop workstations and operating systems, including Microsoft Windows, Apple MacOS, and Ubuntu Linux.
  • Installing, configuring, and supporting endpoint virtualization solutions, e.g. VMware Fusion/Workstation, Oracle VirtualBox, etc.
  • Using OS and application imaging and deployment management tools, e.g. LANDESK, Ghost, DeployAnywhere, DeployStudio, etc.
  • Administering and supporting networked resources, including file shares, remote desktops, virtual private networking, Active Directory accounts and permissions, security and backup services, etc.
• Familiarity with:
  • Office productivity and related software applications, e.g. Microsoft Outlook, Microsoft Office, Adobe Creative Cloud, DocuWare document management, etc.
  • Microsoft Windows Server functionality, including Exchange email and calendaring, Active Directory Domain Services, DNS/DHCP/IPAM, Windows PowerShell, etc.
• Knowledge of:
  • Current IT security practices and protocols.

Full Time/Part Time 
Full Time

Number of Hours Worked per Week 
40

Benefits Eligible 
Yes - Full Benefits

Posted Rate of Pay 
$14.16-$19.23 per hour

Type of criminal background check required 
Name-based criminal background check (non-security sensitive)

Review Start Date 
08/21/2017

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. 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 encourage diverse candidates to apply, including people of color, women, veterans, and individuals with disabilities. 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.