Technology Support Analyst - Journey

Position Number: 977229

Full Time or Part Time: Full Time

Anticipated Recruitment Range:

Position Type:

Job Category: Staff - Information Technology

Organizational Unit Overview:

Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

The Computer Labs and Advanced Technologies team provides service and support for the various computer labs at East Carolina University. Areas of support include Computer labs, classroom instruction podiums, computer classrooms, testing centers and Innovation Early College High School.

The Pirate Techs/Technology Support Center team is responsible for providing technology support services to the university community. These services are mainly provided by walk-in support, but we also provide assistance via phone, email, and tickets that span across many systems and applications.

Job Duties:

This position works closely with a full time employee and a team of student workers to image PC and Macintosh computers to university standards. Facilitates replacement of new machines and pickup of the old machines. Areas of support include Computer labs, classroom instruction podiums, computer classrooms, testing centers and Innovation Early College High School.

Other duties include inventory of new systems and accessories, inventory of previously used systems, assisting the computer labs team with hardware and software configuration of PCs and Macintosh systems, while using enterprise tools to configure and manage these systems. Additional responsibilities may be assigned to keep up with university needs.

• Computer Support: Hardware and Software Installation - Install university supported hardware or software. Installation of requested hardware or software should be installed in a timely manner. Communicate installation problems and procedures with team members and supervisor.

• Project Management - Participate as a project team member on all computer lab refresh projects. Provide project support as a team member with implementation, troubleshooting, and documentation as required. Provide leadership in the annual refresh of Windows and macOS based systems, perform project planning, working and communicating with other departments, coordinating time and resources.

• Computer Support: Consulting and Training - Be a support resource for computer labs and Pirate Techs, provide students with training on support procedures, keep student workers and projects on task. Create how-to guides and help sheets as a resource for other team members to use.

• Phone Support - Provide first level phone support of basic and routine to relatively complex issues using technical documentation, training and other resources; Provide problem analysis, diagnostic techniques, consulting, first contact resolution, and direction assistance on a wide range of information technology related problems to include but not limited to security management (i.e., password resets, account locks, security question resets), e-mail configuration, network connectivity, printer administration, web applications, Banner, and desktop applications; Log and track service calls via specialized software; Escalate unresolved and non-routine problems to the next level of support.

• Administrative - Creates, manages, responds and follows-up on e-mails and tickets, and provides online support to customers using web-enabled service requests and problems. Maintains internal documents, such as training documents and technical specifications; Develops educational and specialized documents for the client community; Contributes to the development of the Pirate Techs web site containing customer support information.

• Professional Development - Enhance team knowledge through internal training sessions. Identify team enhancement needs by working with team members daily to help enhance cross-training capabilities. Self-development through educational opportunities.

This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

Minimum Education/Experience:

Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position's role; or Bachelor's degree from an appropriately accredited institution and one year experience in the information technology field related to the position's role; or Bachelor's degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience. Journey level requires an additional one year of experience.

License or Certification Required by Statute or Regulation:

Preferred Experience, Skills, Training/Education:

• Experience with Windows and MacOS imaging

• Hardware, software, and network troubleshooting

• Desktop automation via scripting and enterprise level printing support, is desired

• Learning new tools as technology changes, being adaptable to changes in technology and possessing an intermediate troubleshooting skill set, is highly desired

• The ability to work independently, handle multiple tasks in an efficient manner and be able to prioritize work assignments with minimal supervision is also desired

• IT certifications are highly preferred

Special Instructions to Applicant:

• Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume' on your application when completing the job duties section.

• If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).

• Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.

• Applicants must be currently authorized to work in the United States on a full-time basis.

Additional Instructions to Applicant:

Job Close Date: 10/23/2024

Open Until Filled: No

Initial Screening Begins:

To apply, visit https://apptrkr.com/5665297

East Carolina University is an equal opportunity and affirmative action employer who is committed to workforce success and cultivating a culture of care, belonging and opportunity for our faculty, staff and learners and all stakeholders. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.

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