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IT Support Analyst, Senior

Employer
Northern Arizona University
Location
Arizona, United States
Salary
Salary Not specified
Date posted
May 6, 2022


IT Support Analyst, Senior

Location: Information Tech Services
Regular/Temporary: Regular
Job ID: 606170
Full/Part Time: Full-Time

Workplace Culture

NAU is a community devoted to student success and sustained by an unshakable commitment to our shared mission, vision, and values. We—faculty, staff, and administrators—thrive by combining our efforts and working side by side to further NAU's culture of excellence.



Special Information

  • This position might require work during evening and weekend hours, and the work schedule can vary somewhat depending on the needs of the department.


Job Description

Information Technology Support Services is seeking an Information Technology Support Analyst 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.

Technical Support - 50%
  • Under general direction of the IT Manager of the ITS Service Desk and the Director of Service Desk and Technology Support Services, 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 as the central point of contact to assist customers with questions and problems via telephone, email, and in person in a 24x7-support structure.
  • Serve in a senior position with 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.
  • Serve in a senior position that investigates and provides resolutions for support requests that have been escalated from intermediate staff due to the complexity of the issue.
  • 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.

Communicaiton and Collaboration - 15%
  • Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
  • Coordinates Tier 3 Problem/Outage situations between technical and other support team as necessary including escalation for major situations.
  • Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.
  • Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.

Supervision and Leadership - 15%
  • Provides guidance, training, and mentorship to less experienced team members to be effective and compliant in their work.
  • May participate in the supervision of student employees, including assisting other senior level staff and IT Manager with hiring, training, goal setting and evaluations.
  • Inform and train co-workers on current technologies and solutions to new or ongoing issues.

Documentation and Reporting - 10%
  • 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 - 5%
  • Remain current with new technologies that pertain to desktop support in higher education.

Other duties as assigned - 5%

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.


Knowledge, Skills, & Abilities

  • 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.
  • 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.


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

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.

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. If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years.

Immigration Suppt/Sponsorship

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

Application Deadline

June 6, 2022 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=606170&PostingSeq=1


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