IT Support Analyst OR ITS Support Analyst, Intermediate

IT Support Analyst OR ITS Support Analyst, Intermediate

Location: Information Tech Services
Regular/Temporary: Regular
Job ID: 606625
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.



Special Information

• This position 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 requires work during night and weekend hours, and the work schedule can vary somewhat depending on the needs of the department.
• Preferred shift work: nights, weekends, and some holidays.

Job Description

Information Technology Support Services is seeking one (1) Information Technology Service (ITS) Support Analyst OR ITS Support Analyst, Intermediate 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.

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 interactions in a 24x7-support outside of business hours during nights and weekends and a rotation of on-call. This position has the main responsibility of 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.

At Northern Arizona University, we're committed to elevating excellence by educating, supporting, and empowering students from all backgrounds, identities, and lived experiences. Our community works together to foster an institutional workforce culture that incorporates diversity, equity, inclusion, and justice. We - faculty, staff, and administrators - strive to be the preeminent engine of opportunity in Arizona and beyond.

ITS Support Analyst

Job Functions and Duties

Technical Support - 60%

• Support the Student Technology Center (STC) in-person support service point, computer repair service, and network connectivity within the residence halls, as well as general technology support within Cline Library.
• 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 Knowledge - 10%

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

Other duties as assigned - 5%

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

ITS Support Analyst, Intermediate

Technical Support - 55%

• Provide support to on-campus, statewide, national and international students, faculty, and staff with university-sanctioned applications, operating systems, Internet, and other applications.
• Support 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 duties as assigned - 5%

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

Minimum Qualifications

ITS Support Analyst

• High school degree; AND,
• 1-2 years of systems and/or application support experience OR,
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

ITS Support Analyst, Intermediate

• Associate's or Bachelor's degree in Computing or related field
• Two years of systems and/or application support experience
• Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Knowledge, Skills, & Abilities

ITS Support Analyst

• 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
• 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 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 writing technical documentation.
• Knowledge of desktop security issues.
• Experience in providing the highest level of customer service.
• 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.

ITS 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.

COVID-19 Vaccine Requirement

As of 12/10/21, the Safer Federal Workforce employee vaccination requirement is currently suspended pending the outcome of a federal court-issued injunction. This injunction has suspended the recent executive order issued by President Biden requiring all employees of federal contractors to receive COVID-19 vaccinations. For current status of the vaccine requirement and/or questions, please visit FAQs for Employee Vaccination Requirement.

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 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

ITS Support Analyst

Salary range begins at $47,634. Annual salary commensurate with candidate's qualifications and related experience.

ITS Support Analyst, Intermediate

Salary range begins at $54,779. 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 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.

Learning and Development

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.

Immigration Suppt/Sponsorship

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

Application Deadline

January 3, 2023 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 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 Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, 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.

EEO is the Law Poster and Supplements

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



To apply, visit https://hr.peoplesoft.nau.edu/psp/ph92prta/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL?Page=HRS_APP_JBPST&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=606625&PostingSeq=1



jeid-afc1ba049497bf40aca29eeda9767290