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.

• 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.
• This position requires work during night, weekend hours and a rotation of on-call. The work schedule can vary somewhat depending on the needs of the department. Preferred shift work: nights, weekends, and some holidays.

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 - 60%

• Under general direction of the IT Manager of the ITS Service Desk and the Director of Service Desk and Technology Support Services, this position will serve as the central point of contact to assist customers with questions and problems via telephone, email, and chat in a 24x7-support outside of business hours during nights and weekends and a rotation of on-call.
• This position has the main responsibility of providing support to on-campus, statewide, national, and international students, faculty and staff with university-sanctioned applications, operating systems, Internet, and other applications.
• Provide support of technology security issues including secure connections, phishing incidents, compromised account remediate, and device lockouts.
• Coordinate Tier 2 support requests, investigating and providing resolutions for calls that have been escalated from student staff due to the complexity of the issue.

Communication and Collaboration - 20%

• Coordinates service outage situations between technical and other support team as necessary including escalation for major situations.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Must be sensitive to cultural diversity and accessibility issues to communicate and interact effectively with customers.
• Work closely with the other IT Professionals on campus to resolve issues that arise.

Systems Monitoring - 5%

• Ensures the stability and security of the facilities, equipment, and data locations. This will require physical checks of locations on campus identified.
• Prepares detailed documentation for monitored and/or administered systems; documents daily activities and system status to on-coming staff at shift change.

Documentation and Reporting - 5%

• 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 technology support in higher education.

Other - 5%

• Other duties as assigned.

• High school degree; AND,
• 1-2 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.

• 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, verbal and written.
• Technical aptitude and the ability to quickly learn new technologies and be able to provide support.
• Experience in Windows and Macintosh operating systems.
• Experience with NAU supported software packages, including the campus LMS system.
• Experience with Google Workspace for Education and Microsoft 365.
• Experience with BYOD and mobile devices.
• Experience with Microsoft Exchange.
• Experience writing technical documentation.
• Knowledge of desktop security issues.
• 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.

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 $47,634. Annual salary commensurate with candidate's qualifications and related experience.

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.

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.

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

May 1, 2023 at 11:59 p.m.

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

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.

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