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Frontline Technology Support Analyst - Boone, United States - Appalachian State
Description
Posting DetailsWork experience or education that is NOT included on the application will NOT be considered when screening your application.
Please include ALL work experience and education on the application to ensure that you receive the appropriate credit toward qualification for this position.
Position Summary InformationClassification Title
Technology Support Analyst
Working Title
Frontline Technology Support Analyst (Multiple Vacancies)
Working Location (City, State)
Boone, NC
Job Category
3
Position Number
022641
Department
Information Technology Service
Description of University
Appalachian State University, in North Carolina's Blue Ridge Mountains, prepares students to lead purposeful lives as global citizens who understand and engage their responsibilities in creating a sustainable future for all.
The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference.
As one of 17 campuses in the University of North Carolina system, Appalachian enrolls more than 20,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors.
Minimum Qualifications
Graduation from a two year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position's role; or graduation from a four year college or university and one year experience in the information technology field related to the position's role; or graduation from a four year college or university with a major in computer science or information technology or related degree.
Special Note:
This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA.
Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.Degrees must be received from appropriately accredited institutions.
License/Certification Required
Essential Job Functions
Technology Support Services (TSS)
provides computing services, support, and consultation to the faculty, staff and students of Appalachian State University. TSS provides a standard set of recommended hardware(s) and software applications, with specific software available where needed.
TSS provides statistical consulting in support of instruction, research and administrative needs, and offers training in the use of supported statistical software.
The role of aFrontline Technology Support Analyst
is to provide basic to intermediate help desk support by troubleshooting technology solutions for students, faculty, and staff via phone calls, chat, as well as in-person via the walk-in Technology Support Center and Library Tech Zone.
Frontline Technology Support Analysts provide phone support for all users to ask questions or report problems with on-campus machines as well as their personal machines.
Frontline Technology Support Analysts provide consulting support to assist with configuring and purchasing new computers, printers, peripherals, and other technology devices for office as well as home use.
They will also provide consulting services for classroom technologies across the university.Duties and Responsibilities include:
Working with users on a one-on-one level to determine the source of technical problems and find workable solutions.
Supporting Windows and Mac OS, mobile devices, and their supported applications.
Supporting Google Apps for Education, ASULearn, Banner, Microsoft System Center Configuration Manager (SCCM), and Printing.
Demonstrating a working knowledge of the supported applications on campus.
Participating in training as appropriate as well as engaging in active learning from other members of the Help Desk and ITS area as issues and solutions arise.
Working with other members of the library and IT Support to ensure users are informed and trained on solutions to problems as they occur.
Providing phone support for current students, incoming students, and the parents of incoming students.Supporting Parent Portal, MyApp, Account setup and Information about access to services.
Knowledge, Skills, & Abilities Required for this Position
Working knowledge of software commonly used in higher education including:
Paper Cut Print Management
Mac and Windows OS
Mac iOS and Android
G Suite for Education
MS Office
Moodle Learning Management System
Banner
Wireless setups and configuration
Authentication systems and password management
Familiarity with a variety of campus and departmental services that can be found in our online service catalog.
Familiarity with basic computer imaging, docking stations, printers, VoIP phones, network hardware, gaming systems, streaming devices, and external storage media.
Preferred QualificationsFour-year degree from an accredited institution.
Experience working in a higher education academic environment.
Extensive knowledge of Microsoft and Mac operating systems.
Experience with printers and print management solutions.
Experience with Google Apps for Education, Microsoft Office 365, Zoom, Moodle, and smartphones.
Type of Position
Permanent Full-Time
Staff/Non-Faculty
Staff/Non-Faculty
Appointment Type
1.0
Work Schedule/Hours
Full Time Position Monday - Friday: 10:00 am to 7:00 pm. Other hours as needed during any urgencies or special events. This position will be in the Technology Support center and Library Tech Zone.
Number of Hours Per Week
40
Number of Months Per Year
12
Mandatory Staff
Yes
Physical Demands of Position
Position supports the entire campus, so walking is involved and will help with surplus so being able to lift and move technology will be expected.
Typical physical demands of a professional position, with the ability to move computers, printers, TVs, monitors, and other related technology.
Overall Competency Level
Contributing
Salary Grade Equivalency
IT01
Salary Range
Anticipated Hiring Range
$48,029-$52,191
Required Functional Competencies to Successfully Perform Job Duties.
Technical Support:
Demonstrates a comprehensive knowledge of a variety of technologies (both hardware and software), and across both Mac and PC platforms.
Consultancy Skills:
Consult with other members of ITS to ensure that all problems that occur within the realm of the Call-In Support area are resolved.
Work with users on a one-on-one level to determine the source of technical problems and find workable solutions to these problems.
Work with other areas on campus as needed for students and faculty such as the Registrar's office during registration; Admissions, Housing and Orientation for new students, Food Services for students/parents needing help adding money to account etc., and other general University functions.
Works closely with other technical support professionals to resolve any technical problems. Utilizes Jira Service Desk incident management system to ensure incident requests are resolved in a timely and professional manner.Assist with leading the management and support of a managed copier and printer services program at Appalachian State University.
The person in this position will help the IT Support department engage the campus and help implement strategies to reach the following stated goals within the University's Strategic Plan:
Copier use reduction: 10% by '16-17 Desktop printer reduction: 20% by '16-17 Paper consumption reduction: 25% by '16-17 Works closely with the Office of Sustainability to develop ways to engage campus in helping us meet our strategic plan goals.
Help with the efforts of the expansion of our Pharos print management solution to include the Pharos Uniprint management product on the majority of Sharp MFPs across campus.
Works with the Office of the CIO and budget office to help with departmental reporting. User-level print quota management (to be managed at the department level)Implementation of an integrated budget solution Develops a training program which includes workshops and how-to guides on:
Technical Solution Development:
Develop and update documentation in the Library Commons Tech Desk as well as gaps in our knowledge base articles. Resolves routine printer problems.
Works with the copier services technical team, Sharp technical team, and other IT professionals of the university to resolve problems.
Pay will be commensurate with applicant competencies, budget, equity and market considerations.Posting Details Information
Posting Date
04/04/2024
Closing Date
04/30/2024
Competency Level Statement
Management will only consider applicants who meet the required competencies.
Special Instructions to Applicants
Please include the following in your application:
Cover Letter
Resume
List of three professional references with contact information
Search Chair Name
James Shook
Search Chair Email
Applicant Pool Preference
External (Post on the Web)
Posting Number
P
Quick Link
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