Mundelein Elementary School District 75 is hiring: IT Support Analyst, Intermedi

Overview

IT Support Analyst, Intermediate - Desktop Support at Northern Arizona University (NAU). This is an on-site position with rare opportunities for remote work. The role requires driving a university vehicle and compliance with NAU driver policies where applicable.

About the Department/College

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. ITS focuses on innovation, accessibility, and reliability to enable academic success and digital transformation across NAU.

About the Position

The ITS Support Analyst, Intermediate provides second-tier technical support to 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 resolves service tickets, escalates complex issues when necessary, and ensures timely and effective support. The role requires strong customer service, technical proficiency across mixed platforms (Windows and Mac), and collaboration with campus IT professionals and vendors. The analyst also contributes to documentation, software compliance, and continuous improvement of support services.

Responsibilities

• 55% - Technical Support: Provides second-tier support for all NAU end-user computer requests, including 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 latest versions; installs necessary hardware components and completes warranty repairs; implements and maintains security protocols; maintains OS-specific and cross-platform expertise; serves in a consulting capacity to campus computer users and support personnel regarding software problems and recommended solutions.
• 10% - Troubleshooting: Communicates and collaborates with system architects to ensure systems are functional and issues are addressed in a timely manner; diagnoses and provides solutions to a broad range of information technologies; investigates, assesses compatibility, recommends, tests, and implements emerging software, products, and tools; identifies, diagnoses, and resolves basic network/connectivity issues; obtain Dell and Apple certifications.
• 15% - Documentation and Communication: Prepares and updates documentation for public website, campus presentations, and internal knowledge bases; assists in software deployment and licensure compliance; updates IT support information for accurate, timely access; coordinates communication between systems support team members; processes tickets per departmental standards.
• 15% - Collaboration and Teamwork: Works with IT professionals across campus and with vendors to resolve issues; collaborates with team members to deliver outstanding service and complete projects; provides consulting on software problems and solutions.
• 5% - Other: Performs other duties as assigned; on-call duties are required.

Minimum Qualifications

• Associate or bachelor’s degree in computer science or a related field.
• 2 years of relevant experience.
• A combination of related education, experience, and training may be used as an equivalent to the above Minimum Qualifications.

Knowledge, Skills, & Abilities

• Strong customer service skills with a patient, approachable, and flexible demeanor.
• Proficiency with contemporary Windows and Macintosh operating systems.
• Proficiency with Google services, Adobe, Microsoft Office, and familiarity with Microsoft Office for mobile.
• Ability to work in a team environment and bring projects to completion.
• Creative and critical thinking during high-demand, fast-paced, stressful times.
• Familiarity with email clients and contemporary web browsers.
• Excellent written and verbal communication and listening skills.
• Experience providing computer hardware, software, and mobile device support to end-users in a mixed platform environment.
• Experience training and advising end-users in solutions for a mixed platform environment.
• Experience using Mac OS imaging tools and deploying software installations and updates.
• Experience organizing and maintaining data sets; experience using remote support tools.
• Experience supporting iOS, Android, and Windows Mobile devices.
• Knowledge of application, networking, and system software for higher education.
• Excellent troubleshooting, critical thinking, and problem-solving skills.

Compensation

• Salary range begins at $58,882. Annual salary commensurate with qualifications and related experience.

Pre-Employment Check

Nau requires satisfactory results for: criminal background investigation, employment history verification, and degree verification (where indicated); fingerprinting may be required. NAU participates in the federal E-Verify program. This position is safety/security sensitive and requires additional background checks as applicable.

Other Notices

Immigration Support/Sponsorship: NAU will not provide U.S. immigration support or sponsorship for this position.

Application Process

To apply, click the Apply button on this page and submit by the deadline. For accommodations in participation, contact the Disability Resources Office at 928-523-8773, DR@nau.edu.

To apply, please visit: https://careers.nau.edu/jobs/it-support-analyst-intermediate-desktop-support-flagstaff-arizona-united-states