Technology Support Analyst - Journey

Job Title Technology Support Analyst

• Journey Position Number 908530 Vacancy Open to All Candidates Time-Limited No Department Homepage https://itcs.ecu.edu/ Advertising Department ITCS CLIENT ENGAGEMENT AND SUPPORT Division Administration & Finance Classification Title 12249 Tech Support Analyst Competency Level 2

• Journey Working Title Technology Support Analyst

• Journey Number of Vacancies 1 Full Time Equivalent (FTE) 1.000 Full Time or Part Time Full Time Recruitment Range $35,406 - 78,768 Anticipated Hiring Range $50,321 - $78,768 Salary Grade Equivalency IT03 Work Schedule M-F Work Hours 8am-5pm Position Location (City) Greenville 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 Desktop Technology Support team is responsible for managing and securing all ECU owned Windows and MacOS computers using a combination of various Mobile Device Management (MDM) tools, software, active directory, and group policies. This group provides hardware and software troubleshooting and support to faculty and staff, they assist with computer purchasing by providing advice, purchasing guidelines, and quotes, and they help educate users on new technology. The Desktop Technology Support team is responsible for building and supporting Windows images for all campus PC computers and managing the necessary policies and configurations for macOS setup and installations.

Job Duties

• Computer Support: Consulting and Training

• Provide computer consulting support to end users regarding: ITCS services, purchasing, workow solutions and user training. Guide and educate clients within the strategic goals of East Carolina University through hardware/software selections, compatibility issues, communications and networking, and related training/support services.

• Computer Support: Problem Resolution

• Consult with internal and external customers and to identify computer problems. Resolve identified hardware and/or software problem or provide proper referral for problem resolution. Resolution of identified problem should be completed in a timely manner.

• Computer Support: Hardware and Software Installation

• Install university supported hardware and/or software for end user. Installation of requested hardware/software should be installed in a timely manner. Share installation problems/procedures with supervisor and team members.

• Project Management:

• Participate as a project team member on information technology projects involving campus wide ITCS and client departments. Carries out tasks as assigned by project manager to ensure completion of projects with established timelines and customer satisfaction. Assist project manager in project planning (includes documentation) and coordination of time and resources (internal to ITCS and external to departmental users) completion/assessment.

• Professional Development: - Enhance team knowledge through conducting or participating formal and informal training sessions. Identify team enhancement needs by working with team members on a day-to-day basis to help enhance cross-training capabilities. Through self assessment identify opportunities for self improvement. Seek out and participate in professional development activities designed to enhance employee skills including educational opportunities, research emerging technologies and maintain an awareness of current state-of- the-art technology.

• Documentation and Administration:

• Prepare, document, and share information on problem correction, new technology, and improved methods with clients, co-workers, and other ITCS teams. Delivery methods will include web page, service management knowledge base, documents, and formal and informal training sessions Administrative duties and miscellaneous functions including the routing of problems to the appropriate technical support level. Thoroughly documents troubleshooting and corrective actions taken for assigned incidents in service management system.

• Duties require On-Call responsibilities.

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

None

Preferred Experience, Skills, Training/Education

Experience with:

• Troubleshooting, configuring, and supporting Windows, Mac, and Linux Operating Systems

• Troubleshooting and supporting various desktop and mobile computer systems

• Computer installation/configuration

• Client-server applications

• Troubleshooting networking in a university environment

• Providing end-user support

• Various software applications (Microsoft Office 365, Adobe, etc)

• Antivirus Software

• Supporting, configuring, and troubleshooting Outlook email

• Participating in projects related to desktop support

• Microsoft Active Directory

License or Certification required by the Department

None

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.

Job Open Date 06/11/2024 Job Close Date

• Positions will be posted until 11:59 p.m. EST on this date; If no closing date is indicated, the position will be posted until filled and may close at any time after the recruitment has been completed. 07/02/2024 Open Until Filled No Quick Link for Direct Access to Posting https://ecu.peopleadmin.com/postings/71898 Alternate option

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

AA/EOE

East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. 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 Department of Human Resources at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.

Eligibility for Employment

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.