IT Support Analyst, Intermediate Or Senior

IT Support Analyst, Intermediate Or Senior

Northern Arizona University

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 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 is ues 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