IT Support Analyst, Intermediate

This job was posted by https://www.azjobconnection.gov : For more information, please see: https://www.azjobconnection.gov/jobs/6748766 r r IT Support Analyst, Intermediate r r Location: Education Technology Consortm r Regular/Temporary: Regular r Job ID: 608127 r Full/Part Time: Full-Time r r 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. { cke saved href"https://nau.edu/president/strategic-plan/" isparent"" target" blank"} Special Information While the organization is based on the NAU Mountain Campus, it requires substantial travel throughout Arizona. Remote work option within the state of Arizona, and candidates living in the central or western parts of Arizona are encouraged to apply. Job Description The Education Technology Consortium provides software support and technical services to school districts and charter schools (K-12) within the state of Arizona. As part of the ETC Network team, this position is responsible for equipment installations, ongoing maintenance and support of a variety of network equipment, software support, and working with both the technical and non-technical staff at supported sites to resolve network and desktop/tablet related problems. The position requires frequent travel across Arizona. User Support - 50% Work with users via telephone, email, or in person to solve problems with ETC supported software and hardware. Provide frontline support for day-to-day operations and procedures. Assist senior engineers with site-based projects as needed. Provide onsite and remote support for technology used in schools and classrooms such as maintenance of laptops, Chromebooks, iPads, and desktops. Update OS, ensure connectivity, install applications, and push out secure browsers for standardized testing. Technical Troubleshooting - 20% Research, diagnose, and resolve connectivity problems, including possible hardware failures, as well as usage problems relating to server, network, and/or internet connectivity. Travel to sites to resolve problems is often required. Monitor daily backup jobs for remote sites. Monitor Antivirus for remote sites. Report and mitigate virus outbreaks as needed. Maintain updates to software. Support site-based content filters. Work with senior staff on software management schemes. Perform supported site health checks to proactively respond to potential problems and prevent service outages and trouble reports. Site and User Administration - 15% Assist senior engineers in reviewing and maintaining the health and security of server related equipment for remote sites. Maintain a clear understanding of applications and services developed in-house to enhance and increase the efficiency of ETC services. Assist with Google Workspace Administration for multiple School Districts. This includes but not limited to; add/delete users, manage devices, and configure security and settings to keep data safe Install and support various Microsoft services in both standard and virtual environments: IIS, DNS, DHCP, Exchange, and print/file services. Network Support - 10% Participate in the installation of hardware, software and control elements of the network. Install a broad spectrum of network equipment such as routers, switches, firewalls, wireless devices, VoIP phone systems, disk arrays, and backup systems. Work will occur at supported K-12 sites. ETC sites are located primarily but not exclusively n Yavapai, Mohave, Maricopa, Yuma, and Cochise counties. Other - 5% Perform other duties as assigned. Minimum Qualifications Associates or bachelor\'s degree in computer science or related field; AND, 2-4 years of relevant experience; OR, Any combination of relevant education and experience may be substituted for the educational requirement on a year-for-year basis. Knowledge, Skills, & Abilities Knowledge of MS servers, Active Directory, group policy, and a variety of client operating systems Knowledge of network backup systems, antivirus products, and content filters. Knowledge of a variety of networking equipment and phone systems. Must have excellent telephone and personal communication skills. Must have ability to provide quality service to meet customer expectations and maintain internal and external customer relations. Ability to work with clients of varied cultural backgrounds. Customer service and help desk experience required. Must be comfortable with Windows OS, IOS, Chromebooks/GSuite, and MS Office products. Background Information This position has been identified as a safety/security sensitive position. Therefore, per AZ Revised Statute, Northern Arizona University requires satis