Desktop Publishers

Manager, IT Desktop Support

Location: Information Tech Services

Regular/Temporary: Regular

Job ID: 608336

Full/Part Time: Full-Time

Workplace Culture

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.

https://nau.edu/president/strategic-plan/

Special Information

• 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.
• The start date for this position will be between 6/1/25 and 7/1/25.

Job Description

This position is responsible for the oversight of the Desktop Support team with Northern Arizona University Information Technology Services Department on the Flagstaff campus. The IT Manager of Desktop Support is responsible for managing daily operations and functionality of end point devices, representing the team to other stakeholders and helping to ensure that ITS Desktop Support is constantly improving. As part of strategic planning, the IT Manager collaborates with vendors and the Director of IT Support to ensure that resources align with university allowances and priorities. The IT Manager focuses on enhancing skill levels and communication within the team. By fostering growth and development, they contribute to providing exceptional customer service to the NAU Campus Community.

Leadership and Supervision - 50%

• Lead, motivate, and provide supervision to the Flagstaff Campus Desktop Support team.
• Manage the performance of the Desktop Support team and provide support to our NAU Customers to ensure that service levels are achieved.
• Ensure that customer expectations are met or exceeded.
• Contributes to the strategic planning process as a strategic member of the extended management team.
• Serve as the liaison between faculty and staff with ITS and external stakeholders to develop new relationships and enhance existing relationships with the intent of building and enhancing IT partnerships.
• Network with colleagues through professional organizations, meetings with key stakeholders and outreach initiatives to ensure NAU's IT services and needs are met.
• Monitor multiple projects including planning and implementing new computer equipment, sites and services; interview and consult with customers; create design plan and specifications; coordinate activity with other departments, units or vendors; set schedule, monitor and evaluate progress and success or failure of project.¿
• Responsible for the effective management and effective provision of second tier technical support.
• Monitor and balance workloads for technical support areas.
• Supervise, hire, train, and evaluate assigned staff.
• Work with employees to correct deficiencies, recommend and implement corrective action and discipline.

Operations Management - 15%

• Provide quality assurance in accordance with KPI's determined by educational industry standards (ie: Educause, ITSM)
• Follow up with customers to ensure customer satisfaction and to address customer complaints
• Demonstrated experience working with remote resources and providing support remotely.
• Represent ITS division among campus Edge units, including collaborating and liaison between other areas in ITS.
• Assist in coordinating the process for communicating outage/emergency activities to the ITS organization and the NAU Community.

Communications - 15%

• Ensures collaboration among IT systems support staff to reach a shared understanding of possible strategies and services that will help the university reach its goals.
• Coordinates and collaborates with all areas of NAU ITS to ensure that systems are properly implemented, tested and functional, and that system issues are addressed in a timely manner.
• Ensure successful implementation of programs, policies, procedures, and activities related to NAU's statewide community campus engagement outside the Flagstaff campus.

Reporting and Assessment - 15%

• Documents, tracks, and monitors incidents to ensure a high level of service and customer support.
• Creates and updates public and internal documentation and training materials, as well as internal team processes.
• Conduct research, write reports, summaries and/or recommendations and conduct technical and fiscal presentations regarding needs, goals and objectives.¿

Other - 5%

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

Minimum Qualifications

• Bachelor's degree in related field; AND,
• 2-4 years of systems support experience; AND,
• 1-2 years of management or supervisory experience;
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Knowledge of issues in higher education customer support from both a user and a technical perspective.
• Working knowledge of Microsoft Office, Office365, and Microsoft's Cloud computing.
• Experience using web/video conferencing tools to present and conduct meetings and collaborative forums.
• Experience in employee supervision and administrative principles and practices.
• Experience in a service-oriented environment.
• Experience working independently in positions with significant judgment and decision-making responsibilities.
• Experience in developing processes and procedures that govern program implementation

Knowledge, Skills, & Abilities

• Experience managing and mentoring a large support team.
• Proven experience working in high demand, fast paced work environments.
• Must communicate effectively both verbally and in writing with a variety of audience types using different mechanisms including informal updates, formal presentations, and other analytical and technical documents.
• Proven Leadership skills with strong sense of ownership and urgency.
• Must be able to apply creative and critical thinking to the work environment during high demand fast paced stressful times.

Background Information

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 https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/.. 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 https://in.nau.edu/police-department/annual-security-and-fire-safety-reports/. 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

Salary range begins at $89,551 Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

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.

Benefits

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the https://in.nau.edu/human-resources/benefits/. NAU is a tobacco and smoke-free campus. Service Professionals are hired on a contract basis, renewable each 6 months according to https://public.powerdms.com/ABOR/documents/1499270. Employees offered a position will be eligible for state health plans (including NAU's BCBS Plan). New employees are https://in.nau.edu/human-resources/eligibility-enrollment/ 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. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of the pay period following election. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of the pay period following election.

Learning and Development

Your career at Northern Arizona University includes the opportunity for professional development. https://in.nau.edu/human-resources/orientation/ includes courses to be completed within the first 30 days.

Immigration Suppt/Sponsorship

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

Application Deadline

May 5, 2025 at 11:59 p.m.

How to Apply

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 https://in.nau.edu/human-resources/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, http://DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.

Equal Employment Opportunity

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.

https://in.nau.edu/Human-Resources/Posters-Required-by-Law/

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

To apply, visit https://apptrkr.com/6124381

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**About the group:**

Cognizant’s Cloud, Infrastructure, and Security Services Practice (CIS), is all about accepting digital transformation by driving core modernization holistically across layers. We help customers transform infrastructure and workplace to meet the constantly evolving needs of the digital era. Our broad approach delivers key results for our customers by achieving cloud driven modernization and workplace and operational transformation to own the business in a secure environment.

**EEO Statement & Accommodations**

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

**Role:** **Desktop Support Analyst**

**Location:** Scottsdale, AZ

+ The Deskside Support Analyst is a technical professional responsible for providing direct assistance to end users in fix and resolving hardware and software issues. They assess faults, conduct repairs, streamline processes, and ensure optimal customer service, contributing to efficient IT operations.

+ Deep technical knowledge of desktop operating systems and software applications

+ Experience providing deskside support to end-users in a corporate environment

+ Superb communication and customer service skills

+ Ability to solve hardware and software issues on desktops, laptops, and mobile devices

+ Familiarity with remote access tools and techniques

+ Experience working with Active Directory and other directory services

+ Ability to prioritize and work effectively under pressure

+ Willingness to work flexible hours, including evenings and weekends, as the need arises.

+ Level 2 onsite or remote support for sophisticated customer issues and requests

+ Lead deployment of software releases, system upgrades and patches on end user devices.

+ Accountable for procurement and Asset management of end user devices.

+ Leading activities like customer relocations and departmental infrastructure build out

+ Will analyse the symptoms of the problem to accurately identify the cause of the issue in order to determine a solution

+ Will triage issues such as physical layers, usernames and passwords

+ Will uninstall/reinstall basic software applications, verify accurate hardware and software set-up and assist with navigation of application menus

+ Will perform onsite installations or replacements of various hardware components and software repair

+ Will perform diagnostic testing and utilization of remote control tools to assist users when solve to determine a solution

Medical/Dental/Vision/Life Insurance. Paid holidays plus Paid Time Off. 401(k) plan and contributions. Long-term/Short-term Disability. Paid Parental Leave. Employee Stock Purchase Plan. Eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

**Disclaimer!** The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time.

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Desktop Support Specialist 1 in the Desktop Services Team. Desktop Services is the team that supports hardware for end-users at the Enterprise level, supports patching, imaging, and software packages. As a key member of our Desktop Services team, you will be responsible for making sure that desk set-ups are completed for new hires, working out of Choice’s ServiceNow ticketing system, image systems through Auto Pilot and Jamf, and working with our internal customers that office or field based.

Are you driven and have a desire to start your career in IT? We invite you to apply today for our Desktop Support Specialist 1 role today and #MakeItYourChoice.

Your Responsibilities

+ Working tickets from ServiceNow

+ Configure, image, reimage, troubleshoot hardware and software issues

+ Troubleshooting issues pertaining to Windows 10, 11, O365, Autopilot, Intune, JAMF, and MAC OS

+ Taking direction from Desktop Engineers to support major projects and initiatives

+ Hardware deployment and collection for the company. Desk set-ups for New Hires, collection and tracking of hardware. Maintaining and providing records of current asset levels.

+ Resolving escalations from the IT Service Desk and handling client support requests as well as taking ownership of product issues and ensuring closure is achieved.

Your Experience, Skills & Competencies

+ Associates degree in IT/IS-related area of study from a two-year college or technical school or three-year related experience, or an equivalent combination of educations and experience

+ Minimum of three years’ prior experience in a computer support role, supporting both in office and external users

+ Superior customer facing skills, ability to provide support to executive leaders within the organization

+ Previous experience with Autopilot, Intune, Drive Encryption or comparable product preferred

+ Ability to prioritize multiple tasks successfully without losing composure and compromising productivity

+ Able to work both independently as well as collaboratively

Your Team

This is an individual contributor role that will report to the Desktop Services Manager. You will have 5 peer teammates and collaborate with cross functional departments on a regular basis.

Your Work Location

As our Desktop Support Specialist 1, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, AZ. In October 2021, Choice opened a newly constructed world class technology center.

The Desktop Services Specialist role is expected to support our in-office associates. This role will require you to be in the Scottsdale office 5 days a week during normal work hours between 8AM – 5PM.

About Choice

Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. With nearly 7,500 hotels, representing nearly 630,000 rooms, in 46 countries and territories, with a range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay, and economy segments. We’re the hotel company for those who choose to bet on themselves – the underdog, the dreamer, the entrepreneur – because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today – for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, MD and St. Louis Park, MN as well as our technology center in Scottsdale, AZ, and through our associates around the globe, every voice is heard, and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our more than 18,000 franchise owners, which propels us forward – giving our work at Choice a purpose larger than our business.

*** PLEASE NOTE: This role is not eligible for sponsorship ***

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.

Top Skills:

1- 2-5 years' experience within an IT Support Environment

2- MDM experience (customer uses Intune)

3- Strong knowledge of operations systems and experience with AD, SharePoint, and Office 365

--Any cloud experience is a nice to have

Job Description:

Position Summary:

The Help Desk III position is responsible for providing high-level technical support and troubleshooting for complex IT-related issues within our organization. The role involves handling escalated problems that are beyond the scope of lower-level help desk staff. This position may involve both in-person and remote support to end users and requires a deep understanding of software, hardware, networks, and systems administration, and collaborating with various departments to support key business objectives and goals.

Key Responsibilities:

• Provide Tier 2 technical support for employees by resolving hardware, software, and network issues via phone, email, or in-person.

• Respond to and resolve IT support tickets promptly and efficiently, documenting all issues and solutions accurately.

• Resolve escalated issues from the Level 1 Help Desk team with thorough analysis and solutions.

• Install, configure, and maintain software applications, operating systems, and hardware, including desktops, laptops, printers, and peripherals.

• Maintain and monitor internal systems, networks, and devices to ensure functionality and security.

• Support software and hardware upgrades, patches, and updates to ensure systems are current and secure.

• Assist in creating and maintaining knowledge base articles and user guides for self-service support.

• Manage IT assets, including inventory tracking and lifecycle management.

• Stay current on emerging technologies and industry trends to provide proactive support and recommendations.

• Documentation: Maintains accurate documentation of system configurations, processes, and procedures to support knowledge sharing and operational continuity.

• Project Management: Leads system-related projects, ensuring timely implementation, and delivery in alignment with organizational objectives and goals.

Qualifications:

• 2+ years of technical support experience, preferably in a Help Desk or IT Support environment.

• Strong knowledge of operating systems (Windows, Linux, MacOS) and virtualization technologies (e.g., VMware, Hyper-V, AVD).

• Experience with Active Directory, SharePoint, and Office 365 suite.

• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, and VPN.

• Proficient in resolving hardware problems such as PCs, laptops, and printers.

• Ability to clearly explain technical information to non-technical users.

• Strong problem-solving skills and attention to detail.

• Excellent customer service focused on user satisfaction.

• Ability to prioritize tasks and manage time efficiently in a fast-paced setting.

• Strong knowledge of IT Remote monitoring management platforms, help desk ticketing.

• Familiarity with scripting languages (e.g., PowerShell, Bash, NinjaRMM) for automation and systems management.

• Relevant certifications (e.g., CompTIA A+ Network+, or similar IT certifications.

• Experience with cloud technologies (e.g., AWS, Azure) is a plus.

• Experience with Windows Defender for Business/Endpoint & InTune is a plus.

Skills

Desktop, intune, Customer service, Active directory

Pay and Benefits

The pay range for this position is $25.00 - $30.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Tucson,AZ.

Application Deadline

This position is anticipated to close on Mar 28, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Duties/Responsibilities:

+ Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.

+ Works with Help Desk and Network Operations staff as appropriate to determine and resolve problems received from staff.

+ Trains and orients staff on use of hardware and software.

+ Recommends and / or performs upgrades on systems to ensure longevity.

+ Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable.

+ Assesses functional needs to determine specifications for purchases.

+ Tests alternative pathways until you resolve an issue.

+ Directs unresolved issues to the next level of support personnel.

+ Follows up with clients to ensure their systems are functional.

+ Updates tickets and continuously coordinate necessary work.

Required Skills/Abilities:

+ Strong problem solving and communication skills.

+ Self-driven and highly motivated.

+ Ability to work in a team environment.

+ Excellent oral and written communication skills.

+ Excellent attention to detail.

+ Comprehensive understanding of endpoint operating systems, including Windows.

+ Willingness to work flexible hours – shift work required including weekend shift hours.

+ Must have high-energy work ethic and be available to work non-standard hours during peak season times.

Education and Experience

+ 3 years of help desk or desktop support or similar IT experience

+ Experience with Tier II phone support

+ High expertise with troubleshooting Windows, Operating Systems

+ Hardware: Laptops, Desktops, iPhone

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic under applicable law.