Job Details

Technology Support Analyst - Journey

  2021-10-07     East Carolina University     E 5th St, Greenville     $50,000-$57,000 year  
Description:

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 Engagement and Support consists of the following teams: Learning Technologies; A/V Design and Engineering; Client Services and Support (A/V Services and Support, Research and Multimedia Services, Communications and Technical Instruction, and IT Asset Management); Project Management Office; Service Management (Pirate Techs (Service Desk and Technology Support Centers, Desktop and Lab Support, and ITSM & PPM Services and Support).

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 will provide walk-in support within one of our four campus Pirate Techs Technology Support Centers providing one-on-one support to faculty, students and staff for software application installation and troubleshooting, OS upgrades and installation, hardware diagnostics and repairs, virus/malware removal, network connectivity, mobile device email configuration, software distribution process, and PirateID account issues. This position supports a variety of operating systems with an emphasis on Microsoft Windows and Mac OS. Support includes a broad range and diversity in the types of devices and technical issues that must be supported. This position will require learning new tools, operating systems, and applications as technology changes. Staff will need to be adaptable and possess excellent troubleshooting skills. This position will also be responsible for creating documentation and assist with uploading software to the ECU Download Center. This employee will assist with printing posters and scanning exams. The person in this position will also assist with managing student workers. This employee will also handle other administrative duties as assigned.

Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

Minimum Education/Experience

Associate’s 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.

Preferred Experience, Skills, Training/Education

Associate’s or Bachelor’s degree in information technology, or related discipline and one year of experience in the information technology field related to the position. The desired candidate should be proficient using Microsoft Word, Outlook, and PowerPoint and have excellent customer service skills. 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. A good understanding of a variety of operating systems, the ability to troubleshoot computer issues, and the familiarity with a ticketing system is 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.

Application Types Accepted       

Applications must be received in the Department of Human Resources by the closing date of 10/13/2021 to be considered.  Please submit an online ECU application for vacancy # 908557 to ECU Human Resources at http://jobs.ecu.edu.

East Carolina University is an Equal Opportunity/Affirmative Action Employer.

Visit this job posting at https://ecu.peopleadmin.com/postings/44936


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