IT Support Analyst, Intermediate - Desktop Support

IT Support Analyst, Intermediate - Desktop Support

Northern Arizona University

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.
• Investigate, assess (including enterprise infrastructure compatibility), recommend, test, and implement 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