Lead Client Technology Support Analyst

Position Classification Title IT Client Support Manager I FLSA Exempt Position Class 89566 EPA Position Type EHRA Non Faculty

Position Overview

Position Summary

Winston-Salem State University continues to rank high on national lists. The university's focus is on offering its students a top-notch educational experience.

Technology provider and creator of the Social Mobility Index (SMI), CollegeNET, ranks WSSU as the No. 1 HBCU and North Carolina institution for social mobility. The SMI measures the number of under resourced students a college or university educates at affordable tuition rates and graduates them into promising careers. Winston-Salem State University is a great place to live, work and play.

We are currently seeking a Lead Client Technology Support Analyst which will provide operational support to staff to ensure that end users are receiving the appropriate technology assistance that aligns with the service level agreements. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user requests and tickets to include monitoring, tracking, and coordination of the service desk functions.

The Lead will also contribute to problem resolution by giving in-person, hands-on support to end users. In addition, the Lead will provide input on work plans and evaluations and will assist with the documentation of Standard Operation Procedures, KB articles, and workflow processes of the RAMTech portal. The Lead will also provide oversight, management, and training for student workers to learn and develop their technical skills and knowledge while learning the operations and procedures in the technology support center.

Position Information

Position Number 211411 Working Position Title Lead Client Technology Support Analyst Building and Room No.

Hill Hall Room 119

Appointment Type Permanent Full-Time If Time Limited. No Appointment Length. NA

Requirements and Preferences

Position required to work during periods of adverse weather or other emergencies No Normal Work Schedule

This position may have some varying schedule assignments but will have a primary schedule of 8:00am

• 5:00pm or 9:00am

• 6pm Monday-Friday. This position will require flexibility in assigned hours to assist with events that may occur on some weekends or after-hours.

Department Required Skills

Bachelor's Degree required, preferably in Computer Science, Instructional Technology, Information Systems, Management Information System. Four years of experience in the installation, implementation, configuration, testing, maintenance, and support of end- user computing devices (workstation/laptop/tablet/handheld) and peripherals (printers/ scanners/end-user AV) including experience with Microsoft Windows OS and macOS operating systems.

Preferred Years Experience, Skills, Training, Education

Bachelor's Degree required, preferably in Computer Science, Instructional Technology, Information Systems, Management Information System; Seven years of hands-on experience in troubleshooting computer hardware and software and other instructional technology equipment; some experience in AV technology installation, configuration, and support; good knowledge of digital imaging and multimedia production; the ability to apply standard theories, principles, practices, and techniques applicable to endpoint and AV technology; strong organizational skills; technical skills; excellent interpersonal, verbal and written skills. Customer service training or experience in providing exceptional customer service is required. Related information technology experience may be substituted year for the required education.

Industry certifications such as CompTIA A+ (or equivalent Microsoft certs) are highly desirable.

Preference for candidates with HDI Support Center Analyst Certification or Microsoft Certified IT Professional (MCITP) Certification.

Required License or Certification

n/a

Valid US Driver's License Yes Commercial Driver's License Required No Physical Required No List any other medical/drug tests required N/A

Posting Details

Posting Details

Internal Posting Only Position Type EHRA Non Faculty Time Limited Position Appointment Length Salary $54,668 - $60,610 Open Date 07/02/2024 Close Date 07/15/2024 Open Until Filled No Special Instructions Summary

Please Note: A criminal background check will be conducted on candidate finalist prior to the offer of employment.

Resumes will not be accepted in lieu of completing an electronic application. The application must be completed in full detail (including work history) for your qualifications to be considered.

Failure to complete the application completely may result in you not being considered for the vacant position.

Your application for the position will not be complete until you receive an online confirmation number at the end of the process of applying for a position.