IT Support Analyst, Intermediate OR IT Support Analyst, Senior

Location: Information Tech Services

Regular/Temporary: Regular

Job ID: 608244

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

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

• 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.
• This position might require work during evening and weekend hours, and the work schedule can vary somewhat depending on the needs of the department.

Job Description

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

Information Technology Support Services is seeking an Information Technology Support Analyst to join our Service Desk Team. This position serves as a central point of contact for technology support for NAU students, faculty, staff, and affiliates. The successful candidate must be customer service focused, outgoing, and enjoy working on a team in a fast-paced environment.

IT Support Analyst, Intermediate

Technical Support - 55%

• Under general direction of the IT Manager of the ITS Service Desk, this position will serve as the central point of contact to assist customers with questions and problems via telephone, email, chat, and in person in a 24x7-support during regular, evening, and weekend hours, and a rotation of on-call.
• This position has the main responsibility of providing support to on-campus, statewide, national and international students, faculty, and staff with university-sanctioned applications, operating systems, Internet, and other applications.
• This position is also responsible for supporting the Student Technology Center in-person support service point, computer repair service, and network connectivity within the residence halls, as well as general technology support within Cline Library.
• Perform diagnostics, installation, replacements, and repair on hardware, software, and networking on university owned equipment and on a wide variety of students' Windows and Macintosh computers. Monitor and assist student employees who perform these duties.
• Provide support of technology security issues including secure connections, phishing incidents, compromised account remediate, and device lockouts.
• Coordinate Tier 2 support requests, investigating, and providing resolutions for calls that have been escalated from student staff due to the complexity of the issue.

Communication and Collaboration - 20%

• Coordinates service outage situations between technical and other support team as necessary including escalation for major situations.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.
• Work closely with the other IT Professionals on campus to resolve issues that arise.
• Provides guidance, training, and mentorship to student staff; may include assisting with student employee hiring, management, and evaluation.

Documentation and Reporting - 10%

• Prepare and update Service Desk documentation for the public web site, on campus presentations and internal documentation for the Service Desk knowledgebase.

Industry Knowledge and Technical Skills - 10%

• Remain current with new technologies that pertain to technology support in higher education.

Other - 5%

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

IT Support Analyst, Senior

Technical Support - 50%

• Under general direction of the IT Manager of the ITS Service Desk and the Director of the ITS Service Desk, provides faculty, staff, and student IT support, over the phone, through email, in-person, and using remote access tools in coordination with the ITS Service Desk during regular, evening and weekend hours, and a rotation of on-call.
• Provides support to on-campus, statewide, online, and international students, faculty, and staff by demonstrating advanced knowledge of modern operating systems and university-supported applications.
• Serve as the central point of contact to assist customers with questions and problems via telephone, email, and in person in a 24x7-support structure.
• Serve in a senior position that investigates and provides resolutions for support requests that have been escalated from intermediate staff due to the complexity of the issue.
• Provide in-person support for student-owned mobile devices including smartphones, tablets, streaming media devices, and gaming consoles within the NAU Campus Living Communities.
• Investigating and troubleshooting wireless and ethernet connectivity and when necessary, coordinating customer solutions with the ITS Network Operations Center team.
• Serve in a senior position with the responsibility of supporting the Jacksprint (Student facing printing) student. Responsible for investigating and providing recommendations for printer upgrades, determining Jacksprint locations, and acting as a Papercut administration.
• Perform diagnostics, installation, replacements, and repair of hardware, software, and networking components on university-owned equipment and on a wide variety of student-owned computers. Monitor and assist student employees who perform these duties.
• Provide support of technology security issues including secure connections, phishing incidents, compromised account remediate, and device lockouts.
• Coordinate Tier 2 support requests, investigating, and providing resolutions for calls that have been escalated from student staff due to the complexity of the issue.

Supervision and Leadership - 20%

• Responsible for the supervision and daily management of 15-20 student employees who provide support during and outside of standard business hours, including assisting other senior-level staff and IT Manager with hiring, training, goal setting, and evaluations.
• Provides guidance, training, and mentorship to less experienced full-time staff members to be effective and compliant in their work.
• Represent Information Technology Services and the ITS Service Desk at New Student Orientation, Discover NAU, and NAUSaidYes events. Provide technical leadership in the annual Undergraduate Symposium planning and event day support.

Communication and Collaboration - 15%

• Coordinates Tier 3 Problem/Outage situations between technical and other support team as necessary including escalation for major situations.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Inform and train co-workers on current technologies and solutions to new or ongoing issues.
• Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.
• Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.
• Collaborate with Cline library staff and the other IT Professionals on campus to resolve issues that arise.

Documentation and Reporting - 5%

• Prepare and update Service Desk documentation for the public web site, on campus presentations, and internal documentation for the Service Desk knowledgebase.

Industry Knowledge and Technical Skills - 5%

• Remain current with new technologies that pertain to desktop support in higher education.
• Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.
• Conducts broad research in other emerging technologies and support trends in higher education.

Other - 5%

• Perform other duties as assigned.

Minimum Qualifications

IT Support Analyst, Intermediate

• 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.

IT Support Analyst, Senior

• Bachelor's degree in computer science or related field; AND,
• 3-5 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.

Preferred Qualifications

IT Support Analyst, Senior

• Experience consulting with, training and advising, and developing advanced solutions for end-users in a mixed platform environment.
• Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.
• Advanced knowledge and experience in Windows and Macintosh operating systems.
• Advanced knowledge and experience with NAU supported software packages, including the campus LMS system.
• Advanced knowledge and experience with providing networking support to BYOD and mobile devices including streaming media devices, smart home devices, and gaming consoles.
• Experience with Google Workspace for Education and Microsoft 365.
• Experience using remote support tools.
• Experience supporting iOS and Android mobile devices.

Knowledge, Skills, & Abilities

IT Support Analyst, Intermediate

• This position requires a self-motivated, energetic, professional, and personable individual to meet the daily demands of servicing a large and varied customer base in support of a wide variety of technology.
• Experience in providing the highest level of customer service.
• Strong communications skills, both verbal and written.
• Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
• Experience in contemporary Windows and Macintosh operating systems.
• Experience with NAU supported software packages, including the campus LMS system.
• Experience with Google Workspace for Education and Microsoft 365.
• Experience with BYOD and mobile devices.
• Experience with Microsoft Exchange.
• Experience working in a Windows Active Directory environment.
• Knowledge of desktop security issues.
• Experience writing technical documentation.
• Experience presenting to large and small groups
• Strong organizational skills and the ability to prioritize several projects and tasks at a time.
• Ability to work efficiently in a team setting managing multiple tasks and dealing with potentially highly stressful situations.
• Experience working within a culturally diverse environment.

IT Support Analyst, Senior

• This position requires a self-motivated, energetic, professional, and personable individual to meet the daily demands of servicing a large and varied customer base in support of a wide variety of technology.
• Experience in providing the highest level of customer service.
• Experience supervising and mentoring a large support team of less experienced technicians.
• 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.
• Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
• Experience maintaining printer inventory and hardware.
• Experience with Papercut administration.
• Experience working in a Windows Active Directory environment.
• Experience working within a culturally diverse environment.
• Must be able to apply creative and critical thinking to the work environment during high demand fast paced stressful times.

Background Information

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

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

IT Support Analyst, Intermediate

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

IT Support Analyst, Senior

• Salary range begins at $67,714. Annual salary commensurate with candidate's qualifications and related experience.

FLSA Status

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

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

IT Support Analyst, Intermediate OR IT Support Analyst, Senior

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 https://in.nau.edu/Human-Resources/Benefits/. 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 arehttps://in.nau.edu/human-resources/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.

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

February 17, 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://[email protected], 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/5930879

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