Job Title: End-User Computing Specialist, Senior, Service Desk
Location: Information Tech Services
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 604467

Workplace Culture

NAU is a community devoted to student success and sustained by an unshakable commitment to our shared mission, vision, and values. We—faculty, staff, and administrators—thrive by combining our efforts and working side by side to further NAU’s culture of excellence.

 

Special Information

 

This position requires work during evening and weekend hours, and the work schedule can vary somewhat depending on the needs of the department. Preferred shift work: evenings, weekends and some holidays. Shared duties for supervision of Help Desk Support Service Specialist.

Job Description

 

 

This position will work as a member of the Service Desk team in the Information Technology Services Department for Northern Arizona University.

 

• Under general direction of the Director of Service Desk and Technology Support Services, this position will provide faculty, staff and student IT support, over the phone, through email and using remote access tools in coordination with the ITS Service Desk during regular, evening and weekend hours, and a rotation of on-call.
• Serve as a senior-level team member assisting leadership with Service Desk operations providing support to on-campus, statewide, national and international students, faculty and staff with university-sanctioned applications, operating systems, Internet, other applications.
• Serve in a senior position as the central point of contact to assist customers with questions and problems via telephone, email, and in person in a 24x7-support structure.
• Serve in a senior position that investigates and provides resolutions for calls that have been escalated from intermediate staff due to the complexity of the issue.
• Work closely with other members of the Service Desk team to provide outstanding customer service to the campus community.
• Prepares detailed documentation and operating instructions for monitored and/or administered systems; documents daily activities, system updates, communication system status to on-coming staff for shift change and develop policies and procedure affecting Help Desk Support Service Staff for after-hours and weekends.
• Coordinates Tier 3 Problem/Outage situations between technical and other support team as necessary including escalation for major situations.
• Serve as a major incident coordinator as necessary.
• Supervision of team members; may include assisting other senior level staff and Director with staff evaluations, managing team member workloads, leave approval in absence of the director, and supervision of student workers.
• Perform diagnostics, installation, replacements, and repair on hardware, software, and networking on university owned equipment and on a wide variety of students' PC and Macintosh computers. Monitor and assist student employees who perform these duties.
• Prepare and update Service Desk documentation for the public web site, on campus presentations and internal documentation for the Service Desk knowledgebase.
• Inform and train co-workers on current technologies and solutions to new or ongoing issues.
• Remain current with new technologies that pertain to desktop support in higher education.
• Develop relationships among NAU departments and assist in planning for growth/change as service demands change.
• Typically performs support functions without direct supervision. Responsible for making decisions regarding support issues based on general guidelines.
• 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.
• Other related duties as assigned.

NAU is currently engaged in an Organizational Growth and Effectiveness Initiative, which focuses on positioning the University for future success of its operational practices. As a result, some aspects of this position may be subject to change, such as, but not limited to: duties, titles, reporting structure, etc.

Minimum Qualifications

 

• Bachelor’s degree in Computer Science or related field AND four years of systems and/or application support experience, which includes one year of supervisory experience; OR,
• Associate’s degree in Computer Science or related field AND five years of systems and/or application support experience, which includes one year of supervisory experience; OR,
• Six years or systems and/or application support experience, which includes one year of supervisory experience; OR,
• Any equivalent combination of experience, training, and/or education.

Knowledge Skills and Abilities

 

 

• Experience in Windows and Macintosh operating systems.
• Experience with NAU supported software packages, including the campus LMS system.
• Experience with GAE (Google Apps for Education).
• Experience with mobile devices.
• Experience with Microsoft Exchange.
• Experience writing technical documentation.
• Experience presenting to large and small groups.
• Project management experience.
• Knowledge of desktop security issues.
• Experience working in a Windows Active Directory environment.
• 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.

Background Information

 

 

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.

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 the Northern Arizona University Police Department releases an annual security report. The report is a result of the federal law known as the Clery Act and contains policy statements that address the school’s policies, procedures and programs concerning safety and security including policies for responding to emergency situations and sexual offenses. The report contains three years of data for Clery reportable crime statistics for the campus along with the most current year’s Fire Safety Report, which includes policy statements and fire statistics for Flagstaff on-campus student housing.

The report may be viewed at nau.edu/clery or by visiting the NAUPD website. A printed copy of the report is available upon request by contacting the NAU Police Department, Records Department at (928)523-8884 or by visiting the department at Building 98A on the NAU Mountain Campus.

 

Salary

 

Commensurate with experience.

 

**The starting salary will be determined by the qualifications of the selected applicant balanced with departmental budget availability, internal salary equity considerations, and available market information.

FLSA Status

 

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.

Benefits

 

 

This is a Service Professional (SPF) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System or the Optional Retirement Program; 22 days of vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available at https://in.nau.edu/human-resources/eligibility-enrollment/

 

NAU is a tobacco and smoke-free campus.

Service Professionals are hired on a contract basis, renewable each 6 months according to terms of the Conditions of Professional Service, which may be found at: https://public.azregents.edu/Policy%20Manual/6-303%20Conditions%20of%20Service%20for%20Service%20Professionals.pdf

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. If a new employee chooses the ASRS retirement option, participation in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, will begin on the first of the pay period following 6 months after the new employee's start date. New employees who choose to participate in the Optional Retirement Plan (ORP), which is an alternative to the ASRS plan for faculty and other appointed staff, will begin to participate on the first day of employment. Additionally, the long-term disability plan that accompanies the ORP will begin on the first day of employment. More information is available at: https://in.nau.edu/human-resources/eligibility-enrollment/

Learning and Development

 

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 (https://in.nau.edu/Human-Resources/Required/). If your position includes the supervision of a benefit-eligible employee, we offer the NAU Supervisors Academy for you to complete within your first 2 years.

Application Deadline

 

 

September 30, 2019 at 11:59pm

How to Apply

 

 

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 line at https://in.nau.edu/human-resources/ 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 Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.

Equal Employment Opportunity

 

 

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.

 

EEO is the Law Poster and Supplements

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