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IT Support Analyst, Senior

Northern Arizona University
Arizona, United States
Salary Not specified
Posted Date
Apr 3, 2023


IT Support Analyst, Senior

Location: Information Tech Services
Regular/Temporary: Regular
Job ID: 607008
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




  • Due to the nature of the work, 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.


Job Description

Northern Arizona University's ITS Support Desk is now hiring one (1) ITS Support Analyst, Senior to join their dynamic team in supporting the University's ITS Support Desk and JacksPrint (printer/printing services) campuswide. This position serves in a senior position with the primary responsibility of supporting JacksPrint at the Student Technology Center.

The ITS Support Analyst, Senior also provides a wide range of secondary level IT support to end users on various technical issues and problems relating to computer hardware, software, peripheral devices, and basic network issues. This position will be responsible for responding to, documenting, and resolving service tickets and initiates the escalation of service tickets when appropriate.

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.

Job Functions and Duties include:

Technical Support - 55%




  • Under general direction of the IT Manager 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, network connectivity, university-supported applications.
  • Serve in a senior position with the primary responsibility of supporting Jacksprint (Student facing printing) @ the Student Technology Center.
  • Works directly with IT Professionals across campus to resolve issues.
  • Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.
  • Perform diagnostics, installation, replacements, and repair on hardware, software, and networking on university-owned equipment and on a wide variety of student-owned computers. Monitor and assist student employees who perform these duties.
  • Typically performs support functions without direct supervision. Responsible for making decisions regarding support issues based on general guidelines.
  • Papercut administration.

Communication and Collaboration - 15%



  • Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.
  • Updates university IT systems support information and data to ensure access to accurate and timely information.
  • Inform and train co-workers on current technologies and solutions to new or ongoing issues.
  • 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.
  • Provides guidance, training, and mentorship to less experienced team members to be effective and compliant in their work.
  • Work closely with NAU community to determine Jacksprint locations.
  • Prepare and update documentation for the public web site, on campus presentations and internal documentation for the Desktop Support/ITS Internal knowledgebases.

Documentation and Reporting - 15%



  • Prepares detailed documentation and operating instructions for monitored and/or administered systems; documents daily activities, system updates, communication system status to on-coming staff for shift change and develop policies and procedure affecting Service Desk Support Staff for regular hours as well as after-hours and weekends.
  • 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.
  • Experience with Papercut.

Other duties as assigned - 5%



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


Minimum Qualifications




  • 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





  • Experience maintaining printer inventory and hardware.
  • Experience with Papercut.


Knowledge, Skills, & Abilities





  • Strong communications skills, both verbal and written.
  • Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
  • 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 mobile devices and BYOD environments.
  • Experience with Google Workspace for Education and Microsoft 365.
  • Experience with Microsoft Exchange.
  • Experience writing technical documentation.
  • Experience presenting to large and small groups.
  • Knowledge of desktop security issues.
  • Experience working in a Windows Active Directory environment.
  • 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.


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 range begins at $62,996. 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.


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

May 30, 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 Disability Resources Office at 928-523-8773,, 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.

Know Your Rights Poster

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

To apply, visit




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