IT Support Analyst, Senior

Northern Arizona University
Arizona, United States
Salary Commensurate with experience
Jul 16, 2021
Employment Level
Employment Type
Full Time

Provides a wide range of second and third level IT support to end users on various technical issues and problems related to computer hardware, software, peripheral devices, and network issues. Responsible for responding to, documenting, and resolving service tickets; escalation of service tickets when appropriate to other IT Support Teams.

Job Details:

  • Serve as a senior-level team member assisting the team Lead with effective installation, support, and maintenance of desktop computing technology for NAU faculty and staff.
  • Provides expert second-tier support for all NAU end-user computer requests, including general desktop support, desktop application support, and desktop networking support.
  • Communicates and collaborates with system architects to ensure that systems are functional, and that system issues are addressed in a timely manner.
  • Compiles and presents reports on IT service functions and potential issues to department management.
  • Provides guidance, training, and mentorship to less experienced team members to be effective and compliant in their work.
  • Gathers and analyzes requirements for additions or modifications to university information systems support processes and makes recommendations to department leadership.
  • Understands and applies knowledge of appropriate handling of university information technology systems support information.
  • Applies systems support expertise within the team.
  • Conducts Mac OS and Windows OS upgrades, hardware and software installations, system performance evaluation and tuning, system and software configuration, program debugging, global troubleshooting, security, backup and recovery operations, connectivity tuning, networking, general maintenance, and other aspects of maintaining stable systems.
  • Creates and updates documentation and training materials, as well as internal team processes.
  • Investigates, assesses (including enterprise infrastructure compatibility), recommends, tests, and implements emerging technical software, products, and tools for research and instruction.
  • Conducts broad research in other emerging technologies for potential deployment.
  • Assists in the oversight of software deployment and licensure to ensure compliance.
  • Assists with the management of team file shares and Knowledge Base content.
  • Works directly with IT Professionals across campus to resolve issues.
  • Works directly with vendors to resolve problems with products and services.

Special Information:

  • This position is located in Phoenix, AZ at NAU’s North Valley Campus.
  • This position requires the ability, with or without reasonable accommodation, to meet Arizona Administrative Code Fleet Safety Policy requirements as occasional business travel is required.  Employees may be required to provide their own transportation.
  • This position requires regular local travel and travel to Yavapai and Pima counties.

Minimum Qualifications:

  • Bachelor’s degree in computer science or related field; AND,
  • 3-5 years of relevant experience; OR,
  • A combination of related education, experience, and training.

Please see for full job descriptions and details on how to apply online!  NAU is an Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply.