IT Service Analyst, Intermediate

Northern Arizona University
Flagstaff, Arizona, United States (on-site)
14 days ago


IT Service Analyst, Intermediate

Location: Campus Services Funct Support
Regular/Temporary: Regular
Job ID: 606836
Full/Part Time: Full-Time

Workplace Culture

NAU aims to be the nation's preeminent engine of opportunity, vehicle of economic mobility, and driver of social impact by delivering equitable postsecondary value in Arizona and beyond.

Job Description

Campus Services and Activities (CSA) is seeking a functional support professional to support a wide range of operationally critical systems and work flow processes in a highly customer service/customer facing environment. This position will support a wide range of university auxiliary business units including Campus Dining, Campus Rec, Camps and Conferences, Campus Events, Central Ticketing and the JacksCard Office. The successful candidate will possess a strong work ethic, be highly responsive to operational and end user support and have good understanding of technical concepts and processes.

Functional Support 50%

  • Ensure high availability of all aspects of customer facing, revenue generating and other specialized university auxiliary business critical systems
  • Provide highly responsive end user support to a wide range of mission critical technical components including point of sale terminals and peripherals, meal plan and declining debit systems, event ticketing, room and resource reservations and other auxiliary specific systems.
  • Plan, prioritize, coordinate resources and execute all testing, set-up, and on-site support of all technical logistics related to special remote events.
  • Document processes and custom development and the associated business rules critical to the support of Campus Services operations.
  • Coordinate communication between various members of different systems support teams, both on and off campus.
  • Perform content updates on CSA websites and signage.
  • Perform routine system and hardware maintenance including applying periodic vendor supplied updates, operating system updates, peripheral cleanings and point of sale reimaging.
  • Provide back-up and troubleshooting assistance for Applications Programmer on back-end technical processes.
  • Recommend hardware, software systems, processes and/or policy for operational improvements.
  • Install, troubleshoot and schedule specialized system software client installs for end users.
  • Oversee, track inventory of CSA assets including physical hardware, and technical characteristics such as IP Addresses, host names etc.

University Partner Support 25%

  • Coordinate with university partners such as Campus Dining, Campus Bookstore, Conferencing etc, to ensure availability of campus resources.
  • Provide systems and compliance trainings to university partners/affiliates.
  • Provide back-up support to university partners' IT personnel for special events and daily business operations.

Supervisory and Training 15%

  • Supervise, train and schedule Functional Support student workers.
  • Perform end user trainings.
  • Create policy/procedure, troubleshooting and best practices documentation for CSA business units.

Other Duties as assigned 10%

  • Represent department in university committees.
  • Assist with front of house customer service as needed.

Minimum Qualifications

  • Associates or bachelor's degree in Computer Science or related field OR
  • 2-4 years of relevant experience.
  • Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis.

Knowledge, Skills, & Abilities

  • Strong grasp of transaction systems including point of sale hardware and peripherals.
  • Intermediate knowledge of SQL fundamentals, databases and other data repositories used in back end systems; including associated services such as SSIS packages, programming languages, and associated tools.
  • Intermediate understanding of application programming languages and concept.
  • Intermediate knowledge of general IT technologies including networking, desktop operating systems and mobile platforms.
  • Effectively support, end-user technical needs, including computing devices, operating systems, iOS and Android mobile platforms, common computer peripherals and a variety of software applications (browser-based, desktop, client-server).
  • Strong customer service skills.
  • Strong verbal and written communication skills.
  • Skill in use of desktop operating systems and mobile device platforms.
  • Ability to learn specialized systems and technical concepts.
  • Ability to research, resolve unfamiliar technical issues.
  • Prioritize and discern competing priorities.
  • Demonstrates problem solving, organizational and analytical capabilities.
  • Exercises resourcefulness, creative thinking.
  • Anticipates and proactively addresses issues, and potential issues.
  • Contributes constructive input and information in meetings and decision-making processes.
  • Promotes a positive working environment including diversity and inclusiveness.

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 as this campus has 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.


Salary range begins at $62,996. Annual salary commensurate with candidate's qualifications and related experience.

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.

Immigration Suppt/Sponsorship

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

Application Deadline

February 6, 2023 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 Disability Resources Office at 928-523-8773,, or PO Box 5633, 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.

Know Your Rights Poster and Supplements

NAU is an Employer of National Service. AmeriCorps, Peace Corps, and other National Service alumni are encouraged to apply.

To apply, visit

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Job Information

  • Job ID: 67881323
  • Workplace Type: On-Site
  • Location:
    Flagstaff, Arizona, United States
  • Company Name For Job: Northern Arizona University
  • Position Title: IT Service Analyst, Intermediate
  • Job Function: Information Technology
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