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.
• This position is posted as IT Support Analyst, Intermediate - Desktop Support, which is a working title. The NAU system title for this position is IT Support Analyst, Intermediate.
• 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

Information Technology Services (ITS) at Northern Arizona University is the central unit responsible for delivering technology services, support, and infrastructure to the university community. ITS supports students, faculty, and staff by providing access to essential tools such as email, Wi-Fi, learning platforms, and collaboration software. The department also manages cybersecurity, classroom technology, remote access solutions, and the university’s ServiceNow portal for IT support. With a focus on innovation, accessibility, and reliability, ITS plays a critical role in enabling academic success, administrative efficiency, and digital transformation across NAU

About the Position

The ITS Support Analyst, Intermediate provides second-tier technical support to Northern Arizona University (NAU) faculty, staff, and students. This position addresses a broad range of IT issues related to computer hardware, software, peripheral devices, and basic network connectivity. The analyst is responsible for resolving service tickets, escalating complex issues when necessary, and ensuring timely and effective support. This role requires strong customer service skills, technical proficiency across mixed platforms (Windows and Mac), and the ability to collaborate with campus IT professionals and vendors. The analyst also contributes to documentation, software compliance, and continuous improvement of support services.

Responsibilities Include

55% - Technical Support

• Provides second-tier support for all NAU end-user computer requests, including general desktop support, desktop application support, and desktop networking support.
• 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.
• Serves in a consulting capacity to campus computer users and support personnel regarding software problems or malfunctions, and recommended solutions.

10% - Troubleshooting

• 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.
• Obtain Dell and Apple certifications

15% - Documentation and Communication

• Prepare and update documentation for the public website, on campus presentations and internal documentation for the Desktop Support/ITS Internal knowledge bases.
• 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.
• Process tickets in accordance with established departmental standards.

15% - Collaboration and Teamwork

• 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.

5% - Other

• Perform other duties as assigned.
• On-call duties are required for this position.

Minimum Qualifications

• Associates or bachelor’s degree in computer science or related field.
• 2 years of relevant experience.

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

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.
• Ability to work in a team environment and bring projects to completion.
• Must be able to apply creative and critical thinking to the work environment during high demand fast paced stressful times.
• Familiarity with email client software and with contemporary web browsers.
• Excellent communication skills, both written and verbal; excellent listening skills.
• 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 of application, networking, and system software for higher education.
• Excellent troubleshooting, critical thinking, and problem-solving skills.

Compensation

• Salary range begins at $58,882. 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

NAU 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.