IT Support Analyst I

Job not on LinkedIn

🔥 0 minutes ago

🗿 South Dakota – Remote

🗿 South Dakota – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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National American University

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1941

🏥 Healthcare

⚖️ Legal

🏗️ Construction

Healthcare • Legal • Construction

National American University is an accredited, primarily online university that offers associate, bachelor’s, master’s and doctoral degree programs, along with certificates and career-focused training through its UpSkill Academy. NAU emphasizes flexible eLearning, generous transfer policies, military and veteran support, and career services, with program areas including business, information technology, healthcare, legal and strategic security, aviation, and construction management. The institution markets affordable, competency-oriented online education and corporate/academic partnerships to help students advance in professional careers.

📋 Description

• Respond to support requests through phone, email, chat, and service portal • Provide courteous remote Tier 0/1 technical assistance to university students, faculty, and staff • Verify user information as required • Record, categorize, prioritize, and update incidents and service requests in the ticketing system • Communicate ticket status and next steps • Resolve common issues involving accounts, passwords, multifactor authentication, email, Microsoft 365, web browsers, university applications, basic network connectivity, and supported peripherals • Provide remote troubleshooting for university-issued staff computers • Guide students and faculty in connecting and configuring personally owned devices for supported university services within published BYOD standards • Escalate suspected security or privacy incidents, service outages, and issues requiring advanced or on-site support • Gather diagnostic information and route tickets to the appropriate support team • Use and contribute to knowledge-base articles • Follow service desk procedures and participate in training and cross-training • Perform other duties appropriate to the position as assigned • Report to the service desk or IT support manager, or another designated supervisor • Maintain no supervisory responsibilities

🎯 Requirements

• High school diploma or equivalent • Relevant education, technical training, customer service experience, or IT support experience may be considered • Basic familiarity with Windows and/or macOS • Familiarity with web browsers, Microsoft 365 applications, and common mobile devices • Ability to learn university systems and support procedures • Customer service, empathy, active listening, and clear verbal and written communication • Basic technical troubleshooting, sound judgment, attention to detail, and effective time management • Ability to explain technical steps to users with varied experience levels • Ability to work independently in a remote environment • Ability to follow documented procedures and maintain accurate ticket records • Ability to protect confidential information • Reliable internet connection • Work environment suitable for handling university information, consistent with university policy • Ability to communicate by phone and electronically, read, write, type, and use a computer and headset for extended periods

🏖️ Benefits

• Remote work arrangement • Forty-hour-per-week schedule • Overtime may be required or permitted with prior approval • Reasonable accommodations for qualified individuals with disabilities • Training and cross-training opportunities • Infrequent travel to a university location for training, meetings, or operational needs