IT Support Analyst, Intermediate - Desktop Support Job at Northern Arizona Unive

IT Support Analyst, Intermediate - Desktop Support

Join to apply for the IT Support Analyst, Intermediate - Desktop Support role at Northern Arizona University.

**About the Position**

The ITS Support Analyst, Intermediate provides second-tier technical support to Northern Arizona University (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 is responsible for resolving service tickets, escalating complex issues when necessary, and ensuring timely and effective support. This role requires strong customer service skills, technical proficiency across mixed platforms (Windows and Mac), and the ability to collaborate with campus IT professionals and vendors. The analyst also contributes to documentation, software compliance, and continuous improvement of support services.

Responsibilities

• Provides second-tier support for all NAU end-user computer requests, including general desktop support, desktop application support, and desktop networking support.
• Answers questions regarding campus information technology systems and support policies.
• Conducts Mac OS and Windows OS upgrades to their latest versions to ensure optimal performance and security.
• Installs necessary hardware components and completes warranty repairs.
• Implement and maintain security protocols to protect systems and data from threats.
• Maintain OS specific expertise across all relevant mixed platform operating systems, hardware, software, and other related technology.
• 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.
• Diagnoses and provides solutions to a broad range of information related technologies.
• Investigates, assesses, recommends, tests, and implements emerging technical software, products, and tools for research and instruction.
• Identify, diagnose, and resolve basic network/connectivity issues.
• Obtain Dell and Apple certifications.
• Prepare and update documentation for the public website, on campus presentations and internal documentation for the Desktop Support/ITS Internal knowledge bases.
• Assists in the oversight of software deployment and licensure to ensure compliance.
• Updates university IT systems support information and data to ensure access to accurate and timely information.
• Supports coordinating communication between various members of the systems support teams.
• Process tickets in accordance with established departmental standards.
• Works directly with IT Professionals across campus to resolve issues.
• Works directly with vendors to resolve problems with products and services.

Seniority Level

Entry level

Employment Type

Full-time

Job Function

Information Technology

Industries

Higher Education

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