IT Support Analyst, Intermediate (Classroom Support)

Job description

Job Title: IT Support Analyst, Intermediate (Classroom Support)
Location: Information Tech Services
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 605019
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.

Core Values One NAU side by side Student Centered | Integrity | Diversity | Service | Discovery | Excellence Northern Arizona University

Immigration Suppt/Sponsorship

NAU will not provide any U.S. immigration support or sponsorship for this position.

Furlough/Pay Reduction Program

Northern Arizona University has implemented a salary reduction with personal flex time program in fiscal year 2021, as a result of COVID-19. It is possible for this position to be subject to this program. Details can be found on the HR website.

Job Description

This Classroom Support position provides top tier customer service for the faculty and staff in NAU learning environments, including second level technical support for PC’s (Windows and Mac), mobile devices, desktop applications, desktop-related server software, and multimedia audio visual equipment in learning spaces.

Job Duties:

  • Intermediate level position that 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.
  • Performs emergency and preventative maintenance for classroom technologies, including Windows/Mac platforms, A/V systems, and collaborative technologies.
  • Creates and maintains installation packages for Windows and Macintosh software.
  • Composes and updates documentation as needed.
  • Assists in the evaluation of new end-user computing packages and equipment as well as in the implementation and testing.
  • Assists in management of software licenses to ensure compliance.
  • Assists computer users regarding software problems or malfunctions and recommends and implements solutions.
  • This position works closely with other members of the ITS support teams to provide outstanding service to the campus community.
  • In cooperation with Desktop Support teams, may assist and provide coverage for Desktop User Support.
  • Other duties as assigned

Minimum Qualifications
  • Bachelor’s degree in Computing or related field AND two years of systems and/or application support experience; OR,
  • Associate’s degree in Computing or related field AND three years of systems and/or application support experience; OR,
  • Four years of systems and/or application support experience; OR,
  • Any equivalent combination of experience, training and/or education.

Preferred Qualifications
  • Experience using automated tools to build and deploy software installations and updates.
  • Experience writing and publishing Windows PowerShell scripts.
  • Experience working with IT projects.
  • Experience with organizing and maintaining large amounts of data of varying content types.
  • Experience providing tech support for both Windows and Macintosh computers.
  • Experience using remote support tools.
  • Experience supporting iOS, Android and Windows phone devices.
  • Experience supporting a wide array of A/V equipment.
  • Experience researching and designing A/V implementations.

Knowledge, Skills, & Abilities
  • Experience in providing computer software and mobile device support to end-users.
  • Experience supporting modern Windows and Macintosh operating systems.
  • Experience working in a Windows Active Directory environment.
  • Fluency in, and experience supporting Microsoft Office for Windows, Mac, and mobile, especially Word, PowerPoint, Excel, Outlook, Teams, and Skype for Business.
  • Customer service background.
  • Proficiency in supporting various network protocols (i.e. TCP/IP, LDAP, DNS and Active Directory Services).
  • Excellent written and verbal communication skills.
  • Experience using SCCM, Windows Group Policy, and JAMF.
  • Ability to effectively communicate, including the formal presentation of training materials.
  • Excellent trouble-shooting and problem-solving skills.
  • Ability to adapt to different system technology, including software programs.
  • Ability to work with people from a variety of culturally diverse backgrounds.
  • Knowledge, experience, and commitment to working in a culturally diverse environment; ability to work with people from a variety of culturally diverse backgrounds.

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.

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.

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 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 and NAU-Fort Defiance as these campuses have 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.


**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.


This is a Classified Staff (CLS) position. NAU offers an excellent benefit package including generous health, dental and vision insurance; participation in the Arizona State Retirement System; paid vacation and 10 holidays per year; and tuition reduction for employees and qualified dependents. More information on benefits at NAU is available on the Human Resources benefits website. Classified Staff employees are in a probationary status for their first six months at NAU.

NAU is a tobacco and smoke-free campus.

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. Additionally, new employees will begin participating in the Arizona State Retirement System, and the long-term disability coverage that accompanies it, on the first of the pay period following 6 months after the new employee's start date.

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. 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

November 24, 2020 at 11:59 p.m.

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 the Human Resources website 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.




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Job No:
Posted: 11/11/2020
Application Due: 12/9/2020
Work Type: Full Time