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Northern Arizona University · 4 hours ago

IT Support Analyst, Intermediate or Senior

Flagstaff, AZ

Full-time

Onsite

Mid, Senior Level

Northern Arizona University is seeking an IT Support Analyst at the Intermediate or Senior level to provide top-tier customer service for faculty and staff in learning environments. The role involves technical support for multimedia A/V equipment, desktop applications, and collaboration with IT professionals to ensure effective teaching and learning.

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 is uses 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

Qualification

A/V systems supportDesktop application supportTechnical supportWindows/Mac supportCollaboration skillsIndustry knowledgeDocumentation skillsCommunication skillsTeamwork skills

Required