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Northern Arizona University · 1 day ago

IT Support Analyst, Intermediate or Senior

Flagstaff, AZ

Full-time

Onsite

Mid, Senior Level

$59K/yr - $68K/yr

2+ years exp

Northern Arizona University is seeking an IT Support Analyst to provide top-tier customer service and technical support for faculty and staff in learning environments. The role includes maintaining classroom technology, providing second-tier support for end-users, and collaborating with IT professionals to resolve issues.

Higher Education

No H1B

Responsibilities

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

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

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

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

Other duties as assigned

On-call duties may be required for this position

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

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

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

Develops relationships among NAU departments and assists in planning for growth/change as service demands evolve

Other duties as assigned

On-call duties may be required for this position

Qualification

A/V systems supportTechnical supportWindowsMac supportCustomer serviceCertified Technology SpecialistAV industry knowledgeDocumentation skillsCollaboration skillsAnalytical skillsOrganizational skillsProblem-solving skillsCommunication skills

Required

Bachelor's degree in computer science or related field

2 years of relevant experience

3 years of relevant experience

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

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

Preferred

Certified Technology Specialist (CTS) certification

Company

Northern Arizona University

Glassdoor4.0

At NAU we've focused our mission to drive access and attainment for students in Arizona and beyond, to become a national leader and model in delivering equitable postsecondary value to students and the communities they represent.

Founded in 1899

Flagstaff, Arizona, US

1001-5000 employees