IT Support Analyst, Intermediate
1 month ago
**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 is an on-site position that 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 is located at NAU North Valley - Phoenix.
- This advertisement is for two (2) vacancies.
- 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 occasional travel to Yavapai, Pinal, and Coconino County.
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. Responsible for responding to, documenting, and resolving service tickets and initiates the escalation of service tickets when appropriate, while delivering outstanding customer service to faculty, staff, and students of NAU.
Technical Support - 55%
- Supports A/V equipment for audio and video conferencing.
- Answers questions regarding campus information technology systems support policies.
- Conducts Mac OS and Windows OS upgrades to their latest versions to ensure optimal performance and security.
- Installs necessary hardware components and completes warranty repairs.
- Implement and maintain security protocols to protect systems and data from threats.
- Maintain OS specific expertise across all relevant mixed platform operating systems, hardware, software, and other related technology.
- Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.
Documentation and Communication - 15%
- Prepare and update documentation for the public website, on campus presentations and internal documentation for the Desktop Support/ITS Internal knowledgebases.
- Assists in the oversight of software deployment and licensure to ensure compliance.
- Updates university IT systems support information and data to ensure access to accurate and timely information.
- Supports coordinating communication between various members of the systems support teams.
- Maintain accurate documentation of statewide locations network configurations, troubleshooting procedures, and resolutions including detailed records of network setup, diagrams of network topology and records of network configurations.
Collaboration and Teamwork - 15%
- Works directly with IT Professionals across campus to resolve issues.
- Works directly with vendors to resolve problems with products and services.
- Works closely with team members to provide outstanding service to the campus community and to bring projects to completion.
- Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.
Troubleshooting - 10%
- Communicates and collaborates with system architects to ensure that systems are functional, and that system issues are addressed in a timely manner.
- Diagnoses and provides solutions to a broad range of information related technologies.
- Investigates, assesses (including enterprise infrastructure compatibility), recommends, tests, and implements emerging technical software, products, and tools for research and instruction.
- Identify, diagnose, and resolve basic network/connectivity issues.
Other - 5%
- Perform other duties as assigned.
- On-call duties may be required for this position.
**Minimum Qualifications**
- Associates or bachelor’s degree in computer science or related field.
- 2-4 years of relevant experience.
- Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.
**Preferred Qualifications**
- Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.
- Experience training, advising, and developing advanced solutions for end-users in a mixed platform environment.
- Experience using Mac OS imaging tools and deploying software installations and updates.
- Experience organizing and maintaining data sets of varying content types and scales.
- Experience using remote support tools.
- Experience supporting iOS, Android, and Windows Mobile devices.
**Knowledge, Skills, & Abilities**
- Strong customer service skills, including a patient, approachable, and flexible nature.
- Proficiency with contemporary Windows and Macintosh operating systems.
- Proficiency with Google services, Adobe, Microsoft Office, and familiarity with Microsoft Office for mobile
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