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End-User Computing Specialist, Intermediate, Student Technology Center

Company: Northern Arizona University
Location: Flagstaff
Posted on: May 17, 2019

Job Description:

Job Title: End-User Computing Specialist, Intermediate, Student Technology Center Location: Information Tech Services Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 603973 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. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$0','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$0');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Special Information This position will be responsible for evening and weekend hours as needed and are subject to change. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$1','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$1');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Job Description This is an intermediate-level position with the Student Technology Center (STC) providing end-user support while utilizing creative problem-solving skills with the goal of increasing student success while minimizing downtime and preserving daily business workflow. Under direct supervision of Director of Service Desk and Tech Support Services and Senior STC staff the main responsibility of this position is to provide IT support to on-campus, statewide, national and international students, faculty, and staff in coordination with the ITS Service Desk during regular business, evening, and weekend hours and as part of a rotating of on-call group. Provide excellent customer service to create a positive support experience for NAU students, faculty and staff. Provide support for university-sanctioned applications, web site navigation, network connectivity, operating systems, Microsoft Office suite, anti-virus, mobile devices, web functionality and enterprise computing over the phone, email and self-service tickets. Assist Student Technology Center student employees by answering support questions, upholding STC standards and creating and maintaining documentation on policies and procedures within the ServiceNow knowledgebase. Document, track and manage all end-user interactions through ServiceNow incidents and service requests. Escalate incidents to other tiers for additional triage and support when required. Create and monitor Problem and Outage notices within ServiceNow and communicate interruptions in service with service owners and other support teams. Collaborate with other STC Team members regarding the tools, hardware, and software needed in the Student Technology Center to maximize the STC's ability to provide effective and timely support. Remotely support end-users using remote access tools such as Bomgar. Provide training and presenting information to various groups as time permits, including assisting the STC Seniors and Intermediates in supporting NAU's New Student Orientation, Grad Fair, and Student Expos. Create customer-facing documentation and promotion material for enhance the user experience at NAU. Collaborate with other ITS and university groups in support of the technical needs of NAU customers. Participate in meetings as a representative of the STC and perform other departmental duties as requested. Perform diagnostics, installation, replacements, and repair on hardware, software, and networking on a wide variety of students' PC and Macintosh computers. Other related duties as assigned. NAU is currently engaged in an Organizational Growth and Effectiveness Initiative, which focuses on positioning the University for future success of its operational practices. As a result, some aspects of this position may be subject to change, such as, but not limited to: duties, titles, reporting structure, etc. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$2','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$2');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Minimum Qualifications Bachelor's degree in Computing or related field AND two years of systems and/or application support experience; OR, Associate's degree in Computing or related field AND three years of systems and/or application support experience; OR, Four years of systems and/or application support experience; OR, Any equivalent combination of experience, training and/or education. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$3','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$3');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Knowledge Skills and Abilities Excellent written, analytical, and verbal communication skills including strong telephone etiquette and interpersonal communication skills. Positive and proactive attitude. Ability to handle multiple priorities, be flexible, and adapt to change. Ability to independently perform all of the duties of the position efficiently and effectively. Work independently with minimal supervision and collaboratively as part of a team. Strong skill in thoroughly reviewing and reporting on all aspects of work. Ability to work with people from a variety of culturally diverse backgrounds. Demonstrated ability to adapt technical solutions to complex business situations and strategies. Proficient in MS Office skills to include Word, Excel, Outlook, PowerPoint. Experience working within a culturally diverse environment. Network knowledge and experience with troubleshooting and connecting a variety of personal devices including gaming consoles, smart home devices, and streaming media devices. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$4','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$4');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;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. 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 the Northern Arizona University Police Department releases an annual security report. The report is a result of the federal law known as the Clery Act and contains policy statements that address the school's policies, procedures and programs concerning safety and security including policies for responding to emergency situations and sexual offenses. The report contains three years of data for Clery reportable crime statistics for the campus along with the most current year's Fire Safety Report, which includes policy statements and fire statistics for Flagstaff on-campus student housing. The report may be viewed at nau.edu/clery or by visiting the NAUPD website at: http://www.nau.edu/police . A printed copy of the report is available upon request by contacting the NAU Police Department, Records Department at (928)523-8884 or by visiting the department at Building 98A on the NAU Mountain Campus. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$5','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$5');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Salary This position's pay grade is 62. The salary range for this paygrade can be found on the CLS Grade Schedule . 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. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$6','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$6');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;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. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$7','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$7');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Benefits 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 at http://nau.edu/human-resources/ 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. More information is available at: https://nau.edu/Human-Resources/Benefits/Eligibility-Enrollment/ var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$8','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$8');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;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 ( http://nau.edu/Human-Resources/Employee-Resources/Training/Required/ ). 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. In addition to the development classes offered in-person, every NAU employee receives a free subscription to Lynda.com. From this site you can access more than 1,400 training videos on a broad range of subjects, including business skills, photography, music and video, home computing, and web design and development. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$9','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$9');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;Application Deadline Open until further notice. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$10','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$10');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;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 line at http://nau.edu/human-resources/ 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. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$11','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$11');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;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. var RichTextValue PTRTEFillcache('https://hr.peoplesoft.nau.edu/psp/ph92prta_newwin/EMPLOYEE/HRMS/c/HRS_HRAM.HRS_APP_SCHJOB.GBL','PT_RTE_IMG_DB_LOC','record://PTRTDB','HRS_SCH_PSTDSC_DESCRLONG$12','1');var TextAreaObject document.getElementById('HRS_SCH_PSTDSC_DESCRLONG$12');if (typeof(TextAreaObject) 'undefined' && TextAreaObject null) TextAreaObject.innerHTML RichTextValue;

Keywords: Northern Arizona University, Flagstaff , End-User Computing Specialist, Intermediate, Student Technology Center, IT / Software / Systems , Flagstaff, Arizona

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