Description

IT Support Analyst, Intermediate or Senior

Northern Arizona University

Special Information

• 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.
• Driving a vehicle on behalf of the university is anticipated to be a regular part of this position. Arizona Administrative Code Fleet Safety Policy requires all employees who drive on university business become authorized by submitting Driver's license information for driving record monitoring, and completion of training appropriate to the level of driving performed. The law applies to all faculty, staff, and students who drive personal or university-owned motorized vehicles for any business purpose. More information on the NAU Authorized Driver Policy can be found on the NAU website.

About the Department/College

NAU Information Technology Services (NAU ITS) is the university's official technology department. ITS provides technology services, products, and support for the Lumberjack community.

About the Position

This Classroom Support position provides top tier customer service for the faculty and staff in NAU learning environments, including multimedia audio visual equipment in learning spaces, second level technical support for PC's (Windows and Mac), mobile devices, desktop applications, and desktop-related server software. This role is essential to maintaining classroom technology function to facilitate effective teaching and learning.
Responsibilities Include

IT Support Analyst, Intermediate

60% - Technical Support

• Provide second-tier support for NAU end users, including classroom A/V support, public lab computing support, desktop application support, and desktop networking support.
• Respond to inquiries regarding campus information technology systems support policies.
• Implement and maintain end-to-end A/V systems in NAU learning environments, including processors, navigation panels, projection and display systems, audio reinforcement, and ADA-compliant devices.
• Support A/V conferencing equipment.
• Collaborate with IT professionals across campus to resolve issues.
• Perform emergency and preventative maintenance for classroom technologies, including A/V systems, Windows/Mac platforms, and collaborative technologies.
• Process support tickets in accordance with established departmental standards.

10% - Documentation and Communication

• Updates university IT systems support information and data to ensure access to accurate and timely information.
• Works directly with vendors to resolve problems with products and services.
• Create documentation for the Classroom Support/ITS Internal knowledge bases.
• Assists in the oversight of software deployment and licensure to ensure compliance.

15% - Collaboration and Teamwork

• Collaborates closely with team members to deliver exceptional service to the campus community and ensure successful project completion.
• Facilitates effective communication among various support teams.
• Works directly with IT Professionals across campus to resolve issues.
• Works directly with vendors to resolve problems with products and services.
• Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.
• Communicates and collaborates with system architects to ensure that systems are functional, and that system issues are addressed in a timely manner.

10% - Industry Knowledge and Technical Skills

• Understand and apply knowledge of appropriate handling of university information technology support information.
• Assist in evaluating new end-user computing packages and equipment, as well as in their implementation and testing.
• Help ensure software license compliance on NAU computers.
• Maintain functional expertise across all relevant operating systems, hardware, software, and other job-related technologies.
• Continue advancing knowledge of AV industry, including but not limited to QSC and Crestron.

5% - Other

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

IT Support Analyst, Senior

55% - Technical Support

• Provides second tier support for all NAU End User computer requests, including general desktop support, desktop application support, desktop networking support, and audio-visual support.
• Designs and implements end-to-end A/V systems in NAU learning environments, including Processors, Navigation Panels, Projection & Display, Audio Reinforcement, and ADA-compliance devices.
• Supports A/V equipment for audio and video conferencing.
• Provides expert technical assistance to the Classroom Support team as well as a substantial amount of hands-on work.
• Performs diagnostics, installation, replacements, and repair on university-owned hardware, software, and A/V equipment.
• Investigates and provides resolutions for calls that have been escalated due to complexity of problems.
• Informs and trains co-workers on current technologies.

20% - Documentation and Communication

• Process support tickets in accordance with established departmental standards.
• Assists with managing OS and application deployment to campus learning environments.
• Responsible for managing OS and application deployment to campus learning environments.
• Responsible for assisting with computer lab operations, including preventative maintenance procedures, managing software deployment practices, and computer replacement lifecycles.
• Responsible for preparing documentation for critical team processes.
• Remains current with new computing and A/V technologies that pertain to higher education.
• Creates and updates public and internal documentation and training materials, as well as internal team processes.

20% - Collaboration and Teamwork

• Works closely with other members of the Classroom Support team and other Information Technology Support Services personnel to provide outstanding customer service to the campus community.
• Works closely with faculty and staff on campus to implement effective learning solutions using technology.
• Works with vendors to resolve problems with products.
• Works directly with vendors to resolve problems with products and services.
• Develops relationships among NAU departments and assists in planning for growth/change as service demands evolve.

5% - Other

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

Minimum Qualifications

IT Support Analyst, Intermediate

• Bachelor's degree in computer science or related field.
• 2 years of relevant experience.

IT Support Analyst, Senior

• Bachelor's degree in computer science or related field.
• 3 years of relevant experience.

*A combination of related education, experience, and training may be used as an equivalent to the above Minimum Qualifications.

Preferred Qualifications

IT Support Analyst, Intermediate

• Certified Technology Specialist (CTS) certification.

IT Support Analyst, Senior

• Certified Technology Specialist (CTS) certification.

Knowledge, Skills, & Abilities

IT Support Analyst, Intermediate and IT Support Analyst, Senior

• Critical understanding of modern audiovisual environments, including the ability to troubleshoot a variety of AV components (Crestron, QSC, Shure, Sennheiser, Lumens, Vaddio, etc).
• Advanced knowledge of computer operating procedures and techniques, especially in teaching and learning environments.
• Strong organizational skills and the ability to prioritize and manage several projects and tasks simultaneously.
• Analyzes complex situations and anticipates issues.
• Must be able to apply creative and critical thinking to the work environment during high-demand, fast-paced stressful times.
• Skill in coordinating activities, evaluating data, and establishing priorities.
• Advanced knowledge of application, networking, and system software for higher education.
• Advanced knowledge of tools, processes, and policies of NAU information technology systems support services.
• Knowledge of university IT services and maintenance methods and processes.
• Experience supporting instructional and audiovisual technologies in an academic environment.
• Excellent communication skills, both written and verbal; excellent listening skills. Demonstrates strong problem solving, organizational, and analytical capabilities.

Additional Knowledge, Skills & Abilities for IT Support Analyst, Intermediate

• Knowledge of Crestron A/V systems, including product architecture, Crestron Toolbox, SIMPL programming, and Crestron Fusion.
• Knowledge of Q-SYS A/V systems, including product architecture, LUA programming, and Q-SYS Reflect.
• Providing technical support for both Windows and Macintosh platforms.
• Using remote support tools for cross-platform computing and A/V environments.
• Experience consulting with, training, advising, and developing advanced solutions for end-users in a mixed platform environment.
• Experience in providing the highest level of customer service.

Additional Knowledge, Skills & Abilities for IT Support Analyst, Senior

• Experience with and knowledge of Crestron A/V systems, including product architecture, Crestron Toolbox, SIMPL programming, and Crestron Fusion.
• Experience managing computer lab environments at large, regional educational institutions.
• Experience researching and designing A/V implementations.
• Experience working with large IT projects.
• Experience providing technical support for both Windows and Macintosh platforms.
• Experience using remote support tools for cross-platform computing and A/V environments.
• Experience supporting iOS, Android and Windows phone devices.

Compensation

IT Support Analyst, Intermediate

• Salary range begins at $58,882. Annual salary commensurate with candidate's qualifications and related experience.

IT Support Analyst, Senior

• Salary range begins at $67,714. Annual salary commensurate with candidate's qualifications and related experience.

Pre-Employment Check

Northern Arizona University requires satisfactory results for the following: a criminal background investigation, an employment history verification and a degree verification (in some cases) prior to employment. You may also be required to complete a fingerprint background check. Also, 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.

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.

Notice of Availability of the Annual Fire and Security Report

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.

Immigration Support/Sponsorship

Northern Arizona University will not provide any U.S. immigration support or sponsorship for this position.

Submit your Application

To apply for this position, please click on the "Apply" button on this page. You must submit your application by midnight of the application deadline.

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, DR@nau.edu, or PO Box 5633, Flagstaff AZ 86011.


To apply, please visit: https://careers.nau.edu/jobs/it-support-analyst-intermediate-or-senior-flagstaff-arizona-united-states







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