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Northern Arizona University IT Support Analyst, Lead (Service Desk) - 605370 in Flagstaff, Arizona

Job Title

IT Support Analyst, Lead (Service Desk)

Job ID



Information Tech Services

Full/Part Time


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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 is only available to current NAU employees in the ITS department.

Immigration Suppt/Sponsorship

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

Job Description

Leads university efforts to analyze and address NAU information technology system issues and recommends alternatives and best courses of action to help the university operate more efficiently and effectively. Coordinates testing and implementation of new services. Develops user-level and technical requirements for new systems or changes to existing systems.

Job Details:

  • Serves as the technical lead assisting the ITS Service Desk manager with day-to-day operations and providing IT support over the phone, through email, in-person, and using remote access tools to on-campus, statewide, online, and international students, faculty, and staff with personal and university-owned equipment, operating systems, network connectivity, and university-supported applications.

  • Provides expert second and third tier support for all NAU support requests, including networking connectivity, Google Workspace administration, hardware diagnostics and repair, NAU application support, and support of the university learning management system.

  • Drives collaboration among IT systems support staff to reach a shared understanding of possible strategies and services that will help the university reach its goals.

  • Coordinates and collaborates with all areas of NAU ITS to ensure that systems are properly implemented, tested and functional, and that system issues are addressed in a timely manner.

  • Presents reports on IT systems support service functions and potential issues to department management.

  • Provides guidance, training, and mentorship to less experienced team members.

  • Manages projects that require involvement from the service desk or technical support areas.

  • Gathers and analyzes requirements for additions or modifications to university information systems support processes and makes recommendations to department leadership.

  • Coordinates communication between various members of the service desk or technical support areas, along with the entire NAU IT department.

  • 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.

  • Serves as a lead-level team member assisting the Service Desk Manager with creation and implementation of support policies and procedures for IT support provided to NAU students, faculty, and staff.

  • Works closely with the Service Desk Manager to ensure the success of day-to-day operations and project management. This includes management of subordinates and direct supervision of team members, including performance appraisals, scheduling, and managing leave approvals.

  • Creates and updates public and internal documentation and training materials, as well as internal team processes.

  • Conducts broad research in other emerging technologies for potential deployment.

  • Maintains functional expertise across all relevant operating systems, hardware, software, and other job-related technology.

  • Coordinates and collaborates with team members to ensure management of team file shares and Knowledge Base content.

  • Works directly with IT Professionals and Stakeholders to resolve issues and recommend solutions.

  • Works directly with vendors to resolve problems with products and services.

  • Works closely with team members and other support teams to provide outstanding service to the campus community and to bring projects to completion.

  • Serves in a consulting capacity to departments throughout NAU to provide ITS recommended solutions regarding hardware/software problems or malfunctions, and recommended solutions.

  • Performs other duties as assigned.

Minimum Qualifications

  • Bachelor’s degree in computer science or related field; AND,

  • 5-7 years of relevant experience; OR,

  • A combination of related education, experience, and training.

Preferred Qualifications

  • Experience providing direct and indirect computer hardware, software, and mobile device support to end-users in a mixed platform environment.

  • Experience providing networking support to BYOD and mobile devices.

  • Experience with NAU supported software packages, including the campus LMS system.

  • Experience with Google Workspace for Education and Microsoft 365.

  • Experience consulting with training and advising and developing advanced solutions for end-users in a mixed platform environment.

Knowledge, Skills, & Abilities

  • Proficiency with contemporary Windows and Macintosh operating systems.

  • Patient, approachable, and flexible nature.

  • Demonstrates the ability to prioritize and manage several projects and tasks at a time.

  • Experience in providing the highest level of customer service.

  • Analyzes complex situations and anticipates issues.

  • Excellent troubleshooting, critical thinking, problem-solving skills, and organizational skills.

  • Knowledge of university IT services and maintenance methods and processes

  • Expert knowledge of tools, processes, and policies of NAU information technology systems support services.

  • Ability to work efficiently in a team setting managing multiple tasks and dealing with potentially highly stressful situations.

  • Excellent communication skills, both written and verbal; excellent listening skills.

  • Promotes a diverse, inclusive 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.

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.


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.


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 on the Human Resources benefits website ( .

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 ( .

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.

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

May 11, 2021 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.