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IT Support Analyst, Lead #605875

Northern Arizona University
Arizona, United States
Salary Commensurate with experience
Posted Date
Dec 9, 2021

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Employment Type
Full Time
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Job Description

Leads university efforts to analyze and address NAU information technology system issues and recommends alternatives and best courses of action to help the university operate more efficiently and effectively. Coordinates testing and implementation of new services. Develops user-level and technical requirements for new systems or changes to existing systems.

Technical Support - 45%

  • Serves as the technical lead assisting the ITS Service Desk manager with day-to-day operations and providing IT support over the phone, through email, in-person, and using remote access tools to on-campus, statewide, online, and international students, faculty, and staff with personal and university-owned equipment, operating systems, network connectivity, and university-supported applications.
  • Provides expert second and third tier support for all NAU support requests, including networking connectivity, Google Workspace administration, hardware diagnostics and repair, NAU application support, and support of the university learning management system.
  • Serve as a technical lead assisting the Service Desk Manager with creation and implementation of support policies and procedures for IT support provided to NAU students, faculty, and staff.

Communication and Collaboration - 30%

  • Drives collaboration among IT systems support staff to reach a shared understanding of possible strategies and services that will help the university reach its goals.
  • Provides guidance, training, and mentorship to less experienced team members.
  • Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.
  • Works directly with IT Professionals and Stakeholders to resolve issues and recommend solutions.
  • Works directly with vendors to resolve problems with products and services.
  • Coordinates and collaborates with all areas of NAU ITS to ensure that systems are properly implemented, tested and functional, and that system issues are addressed in a timely manner.
  • Coordinates Tier 3 Problem/Outage situations between technical and other support team as necessary including escalation for major situations. Serve on incident management team as necessary.
  • Serves in a consulting capacity to departments throughout NAU to provide ITS recommended solutions regarding hardware/software problems or malfunctions, and recommended solutions.
  • Works closely with team members and other support teams to provide outstanding service to the campus community and to bring projects to completion.

Documentation and Reporting - 10%

  • Creates and updates public and internal documentation and training materials, as well as internal team processes.
  • Presents reports on IT systems support service functions and potential issues to department management.
  • Gathers and analyzes requirements for additions or modifications to university information systems support processes and makes recommendations to department leadership.
  • Coordinate and collaborate with team members to ensure management of team file shares and Knowledge Base content.

Industry Knowledge and Technical Skills - 10%

  • Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.
  • Manages projects that require involvement from the service desk or technical support areas.
  • Conducts broad research in other emerging technologies for potential deployment.

Other duties as assigned - 5%

Minimum Qualifications

  • Bachelor’s degree in Computer Science or related field; AND,
  • 5-7 years of relevant experience; OR,
  • A combination of related education, experience, and training may be used as an equivalent to the above Minimum Requirements.

Preferred Qualifications

  • Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.
  • Experience providing networking support to BYOD and mobile devices.
  • Experience with NAU supported software packages, including the campus LMS system.
  • Experience with Google Workspace for Education and Microsoft 365.
  • Experience consulting with, training and advising, and developing advanced solutions for end-users in a mixed platform environment.

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.

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