Technology Support Technician - Journey

Job Title Technology Support Technician

• Journey Position Number 400499 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 12247 Tech Support Technician Competency Level 2

• Journey Working Title BSOM Technology Support Technician Number of Vacancies 1 Full Time Equivalent (FTE) 1.000 Full Time or Part Time Full Time Recruitment Range $36,094 - $68,161 Anticipated Hiring Range $51,487 - $53,610 Salary Grade Equivalency IT01 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 Learning Technologies Implementation and Support team supports the effective use of learning technologies to support teaching and learning for the university. The team supports the campus through daily technical support, user education, content development, and implementation and administration for learning technologies. Support services include Service Desk Requests, technical solution development, training and education, consulting with faculty to incorporate technologies and effective course design and collaboration with Distributed IT personnel in the colleges. Content developers create instructional content including interactive content modules. Team members participate in projects that have university wide impact

Job Duties

• This position will serve as a Technology Support Technician for the Brody School of Medicine (BSOM).

• Provide technical support for learning technologies, student laptop roll-out, testing center, and technology used in classrooms and conference rooms.

• Respond to technology support requests received by phone, web, e-mail and walk-in as well as record and track support requests using a ticketing system and report trends and non-routine issues.

• Assist in providing consultation, support and expertise in the development of solutions for the Brody School of Medicine.

• Assist with the rollout of hardware/software packages for first year BSOM students along with providing back up support for A/V duties.

• This position will require full working knowledge of all ECU supported learning technologies and entail keeping current with upgrades and changes as they occur

• This position is involved with testing upgrades and consults with team members to successfully implement upgrades

• This position is involved with testing upgrades and consults with team members to successfully implement upgrades.

• Manage tasks related to the use and technical support of learning technologies.

• Work with team members to plan and prepare for system upgrades and testing of learning technologies, including VidaNova, Canvas, Panopto, Microsoft Teams, H5P and audience response.

This position may require non-business hour support including evenings and weekends, depending on the needs of the university.

Minimum Education/Experience

Graduation from high school and one year in the field of technology related to the position's role. Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience. Journey level requires an additional six months experience.

License or Certification required by statute or regulation

NA

Preferred Experience, Skills, Training/Education

• Experience providing learning technology support (e.g., LMS such as Canvas, Panopto, Microsoft Teams, and audience response)

• Experience providing technical support for AV classrooms including software and hardware.

• Excellent interpersonal skills and communication skills, both oral and written.

• Ability to collaborate across multidisciplinary teams.

License or Certification required by the Department

NA

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 05/02/2024 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. 05/31/2024 Open Until Filled No Quick Link for Direct Access to Posting https://ecu.peopleadmin.com/postings/70969 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.