IT Support Analyst, Intermediate

NAU aims to be the nation’s preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

This position is an on-site position which requires the incumbent to complete their work primarily at an NAU site, campus, or facility with or without accommodation. Opportunities for remote work are rare.

Provides a wide range of secondary level IT support to end users on various technical issues and problems relating to computer hardware, software, peripheral devices, and basic network issues. Responsible for responding to, documenting, and resolving service tickets and initiates the escalation of service tickets when appropriate, while delivering outstanding customer service to faculty, staff, and students of NAU.

Technical Support - 55%

• Provides second tier support for all NAU end-user computer requests, including general desktop support, desktop application support, and desktop networking support.
• Answers questions regarding campus information technology systems support policies.
• Conducts Mac OS and Windows OS upgrades to their latest versions to ensure optimal performance and security.
• Installs necessary hardware components and completes warranty repairs.
• Implement and maintain security protocols to protect systems and data from threats.
• Maintain OS specific expertise across all relevant mixed platform operating systems, hardware, software, and other related technology.
• Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.
• Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.

Troubleshooting - 10%

• Communicates and collaborates with system architects to ensure that systems are functional, and that system issues are addressed in a timely manner.
• Diagnoses and provides solutions to a broad range of information related technologies.
• Investigates, assesses (including enterprise infrastructure compatibility), recommends, tests, and implements emerging technical software, products, and tools for research and instruction.
• Identify, diagnose, and resolve basic network/connectivity issues.

Documentation and Communication - 15%

• Prepare and update documentation for the public website, on campus presentations and internal documentation for the Desktop Support/ITS Internal knowledgebases.
• Assists in the oversight of software deployment and licensure to ensure compliance.
• Updates university IT systems support information and data to ensure access to accurate and timely information.
• Supports coordinating communication between various members of the systems support teams.
• Process tickets in accordance with established departmental standards.

Collaboration and Teamwork - 15%

• Works directly with IT Professionals across campus to resolve issues.
• Works directly with vendors to resolve problems with products and services.
• Works closely with team members to provide outstanding service to the campus community and to bring projects to completion.
• Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.

Other - 5%

• Perform other duties as assigned.
• On-call duties required for this position.

• Bachelor’s degree in related field; AND,
• 2-4 years of relevant experience; OR,
Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

• Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.
• Experience training, advising, and developing advanced solutions for end-users in a mixed platform environment.
• Experience using Mac OS imaging tools and deploying software installations and updates.
• Experience organizing and maintaining data sets of varying content types and scales.
• Experience using remote support tools.
• Experience supporting iOS, Android, and Windows Mobile devices.

• Strong customer service skills, including a patient, approachable, and flexible nature.
• Proficiency with contemporary Windows and Macintosh operating systems.
• Proficiency with Google services, Adobe, Microsoft Office, and familiarity with Microsoft Office for mobile.
• Ability to work in a team environment and bring projects to completion.
• Must be able to apply creative and critical thinking to the work environment during high demand fast paced stressful times.
• Familiarity with email client software and with contemporary web browsers.
• Excellent communication skills, both written and verbal; excellent listening skills.
• Knowledge of application, networking, and system software for higher education.
• Excellent troubleshooting, critical thinking, and problem-solving skills.
• Promotes a diverse, inclusive environment.

This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satisfactory results for the following: a criminal background investigation, employment history investigation, degree verification (in some cases) and fingerprinting. If you are applying for a job that requires a CDL, you will be required to register with the Federal Motor Carrier Safety Administration Drug & Alcohol Clearinghouse and adhere to the clearinghouse requirements. Additionally, as an employer in the state of Arizona, NAU is required to participate in the federal E-Verify program that assists employers with verifying new employees' right to work in the United States. Finally, each year Northern Arizona University releases an Annual Security Report. The report is a result of a federal law known as the Clery Act. The report includes Clery reportable crime statistics for the three most recent completed calendar years and discloses procedures, practices and programs NAU uses to keep students and employees safe including how to report crimes or other emergencies occurring on campus. In addition, the Fire Safety Report is combined with the Annual Security Report for the NAU Flagstaff Mountain Campus as this campus has on-campus student housing. This report discloses fire safety policies and procedures related to on-campus student housing and statistics for fires that occurred in those facilities. If you would like a free paper copy of the report, please contact the NAUPD Records Department at (928) 523-8884 or by visiting the department at 525 E. Pine Knoll Drive in Flagstaff.

Salary range begins at $58,882 Annual salary commensurate with candidate's qualifications and related experience.

This position is exempt from the overtime provisions of the Fair Labor Standards Act (FLSA) and therefore will not earn overtime or compensatory time for additional time worked.

This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. Classified Staff employees are in a probationary status for their first six months at NAU. NAU is a tobacco and smoke-free campus. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are eligible for benefits on the first day of the pay period following their enrollment, after their employment date. Employees will have 31 days from their start date to enroll in benefits. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date.

Your career at Northern Arizona University includes the opportunity for professional development. New employee on-boarding training includes courses to be completed within the first 30 days.

NAU will not provide any U.S. immigration support or sponsorship for this position.

February 24, 2025 at 11:59 p.m.

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process, please contact the Disability Resources Office at 928-523-8773, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

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NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.