Job Details

Technology Support Analyst - Journey

Position Number: 400495

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.

Client Engagement and Support aids and collaborates with students, faculty, and staff across campus to provide IT services and resources. This unit delivers leadership and support for educational technologies that includes learning management systems; audiovisual (A/V) and videoconferencing technology within classrooms and conference rooms – coupled with telemedicine support; device (computer) support for students, faculty and staff; campus computer labs; enterprise research application tools; augmented/virtual reality solutions (AR/VR); and other emerging technologies. This unit also delivers project management, communications, and technical instruction to ensure IT and University projects and services are delivered successfully while keeping the ECU campus community informed of the latest IT technologies, tools, upgrades and initiatives available to the university.

By providing leadership in all façades of technology we aim to improve the teaching, learning, research, and distance education experience across the institution. Our staff prides itself with supporting the campus community by providing relevant and up to date technology training, and to ensure we are adhering to and executing on the best practices of securing institutional data, IT Accessibility, and integrating Universal Design for Learning.

Client Services & Support (CSS ) is a member of the Client Engagement & Support (CES ) unit within Information Technology and Computing Services (ITCS ). This team collaborates with faculty, staff, and students to provide resources and support for educational technologies including but not limited to audiovisual technology in conference rooms and classrooms, clinical and proctoring recording support, instructional technology consultants (ITC ) for Brody, managing software licensing and contracts, technology support for Laupus Library, video conferencing including the support of telemedicine, research tools such as Qualtrics and Redcap, multimedia services including virtual reality, and other emerging technologies.

Job Duties:

This position provides Tier 1 and 2 (intermediate) audiovisual (AV) support for general classrooms, teaching labs, simulation labs, conference rooms and other instructional spaces on the Health Sciences Campus. This position will work with team members and BSOM teaching faculty, staff, and students on troubleshooting and training of AV system configurations. This position in collaboration with other staff will develop and maintain AV system standards to create and provide support for a reliable AV infrastructure. This position will provide technical AV systems support including checking AV equipment operations daily before classes, preventative maintenance, videoconferencing support, replacements with new hardware that requires specialized skills to setup, configure and commission. This includes equipment such as Extron and Crestron processors and signal management to include audio and video over networks, QSC and Biamp Digital Signal Processors, microphones, amplifiers, lecture capture, speaker systems, video screens, projectors, video monitors, recording equipment, AV cables, and AV terminations within the BSOM . Some of these projects will be planned annual projects others will be to update AV equipment with premature failures or defects.

The position will assist in keeping AV equipment used for preventive maintenance and operation in stock and ensure that there is adequate equipment available in the event of AV equipment failure in the BSOM teaching spaces. This position will maintain environmental health and safety standards.

This position will assist with IT asset management and maintaining equipment stored in all AV Services & Support Team controlled areas. This position will assist in the receiving, warehousing, and distribution of all hardware that the team purchases for BSOM teaching spaces.

BSOM AV Services and Support

• Provides Tier 1 and 2 (intermediate) support for Audio Visual (AV) technology used in general classrooms, teaching labs, simulation labs, conference rooms, and other instructional spaces within BSOM .
• Typical support Includes support calls, diagnostic testing, evaluation and repair of AV equipment, inventory control, and preventative maintenance.
• Systems include Crestron and Extron processors and signal management to include audio and video over networks, QSC and BiAmp Digital Signal Processors, microphones, amplifiers, lecture capture, speaker systems, video screens, projectors, video monitors, recording equipment, AV cables, and AV terminations within the BSOM .
• This position will assist in keeping AV equipment used for preventive maintenance and operation in stock and ensure that there is adequate AV equipment available in the event of equipment failure in the classrooms.

AV Inventory

• This position will assist with IT asset management and maintaining equipment stored in all AV Services & Support Team controlled areas. This position will assist in the receiving, warehousing, and distribution of all hardware that the team purchases for BSOM teaching spaces.
• The position will assist in keeping AV equipment used for preventive maintenance and operation in stock and ensure that there is adequate equipment available in the event of AV equipment failure in the BSOM teaching spaces.

Other Duties as Assigned

• Provides backup support as required in the event of staff shortages or when assistance is needed to maintain uninterrupted service to clients.
• Assists in the completion of special projects and other tasks as assigned.

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.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. “Reasonable commuting distance” is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee`s assigned duty station in Greenville, NC.

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:

NA

Preferred Experience, Skills, Training/Education:

• Experience in the information technology field related to the area of work is beneficial.
• AV industry certifications such as InfoComm CTS , Crestron, Bi-amp, and Extron are preferred and beneficial
• In-depth knowledge and understanding of the capabilities of associated video conferencing, lecture capture, hardware and software, video network resources and a variety of video and audio hardware and software
• Experience providing advanced computer technical skills including an in-depth working knowledge of various computer hardware and software and the ability to successfully troubleshoot computer and network problems
• Excellent interpersonal and communication skills to coordinate projects and support a university community
• Ability to establish and maintain effective working relationships, multi-task and manage time effectively, and provide excellent customer service
• Ability to work independently, without close supervision
• Problem solving, critical thinking, and project management skills

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: 10/13/2025

Open Until Filled: No

Initial Screening Begins:

To apply, visit https://apptrkr.com/6608622

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