IT Support Analyst, Intermediate, Classroom Support

Location: Information Tech Services

Regular/Temporary: Regular

Job ID: 608323

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.
• This position is posted as IT Support Analyst, Intermediate, Classroom Support, which is a working title. The NAU system title for this position is IT Support Analyst, Intermediate.

Job Description

This Classroom Support position provides top tier customer service for the faculty and staff in NAU learning environments, including multimedia audio visual equipment in learning spaces, second level technical support for PC's (Windows and Mac), mobile devices, desktop applications, and desktop-related server software. This role is essential to maintaining classroom technology function to facilitate effective teaching and learning.

Technical Support - 60%

• Provide second-tier support for NAU end users, including classroom A/V support, public lab computing support, desktop application support, and desktop networking support.
• Respond to inquiries regarding campus information technology systems support policies.
• Implement and maintain end-to-end A/V systems in NAU learning environments, including processors, navigation panels, projection and display systems, audio reinforcement, and ADA-compliant devices.
• Support A/V conferencing equipment.
• Collaborate with IT professionals across campus to resolve issues.
• Perform emergency and preventative maintenance for classroom technologies, including A/V systems, Windows/Mac platforms, and collaborative technologies.
• Process support tickets in accordance with established departmental standards.

Collaboration and Teamwork - 15%

• Collaborates closely with team members to deliver exceptional service to the campus community and ensure successful project completion.
• Facilitates effective communication among various support teams.
• Works directly with IT Professionals across campus to resolve issues.
• Works directly with vendors to resolve problems with products and services.
• Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.
• Communicates and collaborates with system architects to ensure that systems are functional, and that system issues are addressed in a timely manner.

Documentation and Communication - 10%

• Updates university IT systems support information and data to ensure access to accurate and timely information.
• Works directly with vendors to resolve problems with products and services.
• Create documentation for the Classroom Support/ITS Internal knowledgebases.
• Assists in the oversight of software deployment and licensure to ensure compliance.

Industry Knowledge and Technical Skills - 10%

• Understand and apply knowledge of appropriate handling of university information technology support information.
• Assist in evaluating new end-user computing packages and equipment, as well as in their implementation and testing.
• Help ensure software license compliance on NAU computers.
• Maintain functional expertise across all relevant operating systems, hardware, software, and other job-related technologies.
• Continue advancing knowledge of AV industry, including but not limited to QSC and Crestron.

Other - 5%

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

Minimum Qualifications

• Associate or bachelor's degree in computer science or related field.
• 2-4 years of relevant experience.
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Preferred Qualifications

• Certified Technology Specialist (CTS) certification.
• Experience supporting instructional and audiovisual technologies in an academic environment.
• Experience providing technical support for both Windows and Macintosh platforms.
• Experience using remote support tools for cross-platform computing and A/V environments.
• Experience consulting with, training, advising, and developing advanced solutions for end-users in a mixed platform environment.
• Experience in providing the highest level of customer service.

Knowledge, Skills, & Abilities

• Knowledge of Crestron A/V systems, including product architecture, Crestron Toolbox, SIMPL programming, and Crestron Fusion.
• Knowledge of Q-SYS A/V systems, including product architecture, LUA programming, and Q-SYS Reflect.
• Critical understanding of modern audiovisual environments, including the ability to troubleshoot a variety of AV components (Crestron, QSC, Shure, Sennheiser, Lumens, Vaddio, etc).
• Advanced knowledge of computer operating procedures and techniques, especially in teaching and learning environments.
• Strong organizational skills and the ability to prioritize and manage several projects and tasks simultaneously.
• Analyzes complex situations and anticipates issues.
• Must be able to apply creative and critical thinking to the work environment during high-demand, fast-paced stressful times.
• Skill in coordinating activities, evaluating data, and establishing priorities.
• Advanced knowledge of application, networking, and system software for higher education.
• Advanced knowledge of tools, processes, and policies of NAU information technology systems support services.
• Knowledge of university IT services and maintenance methods and processes.
• Excellent communication skills, both written and verbal; excellent listening skills.
• Demonstrates strong problem solving, organizational, and analytical capabilities.

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 $58,882. 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 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

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/6127091

Copyright ©2025 Jobelephant.com Inc. All rights reserved.

https://www.jobelephant.com/

jeid-fd6a196b5073ca4e9ec18b0908d24432