Tech Support Analyst - Greenville, United States - East Carolina University

Description

Position Details

Position Information

Job Title
Tech Support Analyst

Position Number
921810

Vacancy Open to
All Candidates

Time-Limited
No

Department Homepage

Advertising Department
STUDENT AFFAIRS TECHNOLOGY

Division
Student Affairs

Classification Title
12249 Tech Support Analyst

Competency Level
2 - Journey

Working Title
Tech Support Analyst

Number of Vacancies
1

Full Time Equivalent (FTE)
100.00

Full Time or Part Time
Full Time

Recruitment Range
$35,406 - $78,768

Anticipated Hiring Range
$60,000 - $68,000

Salary Grade Equivalency
IT03

Work Schedule
M-F

Work Hours
8a-5p

Position Location (City)
Greenville

Job Category
Staff - Professional

Organizational Unit Overview

The Division of Student Affairs actively supports the University's missions of education, research, and service by providing comprehensive programs and services to assist each student to develop intellectually, socially, morally and culturally. The division anticipates students' development needs throughout their collegiate experience and promotes student development by fostering a community of learning, which encourages individual involvement and participation. The Division of Student Affairs provides a broad range of support services, activities, and programs which seek to: 1) assist students in developing respect and appreciation for individual differences, interpersonal civility and human rights, 2) enhance the learning environment, 3) accommodate the diverse needs of all students, 4) support a community environment which is welcoming, safe and secure, 5) assist students in meeting their basic needs for financing, housing, nutrition, and physical and emotional well being, 6) provide the means for students to become active participants and leaders in their own learning, 7) assist students in developing logical thought processes and sound decision-making skills, and 8) assist students in developing an appreciation of the arts. Moreover, the division seeks to contribute to the development of the whole individual by fostering in each student a deeper appreciation of the importance of life-long learning, individual responsibility, and human diversity. Through collaboration, the division provides programs and services, which are grounded in theory, assessment and sound practice.

Specific departments within the division include: Office of the Vice Chancellor for Student Affairs, Campus Living and Dining Services, Campus Recreation and Wellness, Career Services, Dean of Students, Center for Counseling, Student Health Services, Student Development, Disability Support Services, Student Legal Services, Student Rights and Responsibilities, Marketing and Communications, Student Media, Student Involvement and Leadership, Central Ticket Offices, Event Planning and Conference Services, Greek Life, Student Involvement and Activities, Center for Student Leadership and Engagement, Student Organization Center, Student Life Development and Parent Council, Student Transitions and First Year Programs, Student Transit.

Job Duties

This position is part of a team that provides cross-functional support for customers of Student Affairs Office of Technology Services. This position is knowledgeable of and supports a broad range of technologies including specialized departmental systems. This knowledge is combined with a detailed understanding of the operations of supported areas. Position provides front-line support for the division's hardware/software needs. Also maintains workstation/device inventories to establish equitable replacement cycles in alignment with departmental operations. This position maintains support documentation and detailed ticket information to log support work and assess ongoing support trends. Position will work closely with team and campus resource partners to ensure Student Affairs workstations, systems and use of data adheres to university accepted best security practices.

Examples of technical responsibilities in either a primary or secondary role includes but is not limited to:

• TeamDynamix ticket management for all Student Affairs hardware/software support
• Manage student workers to aid technical support for the division
• Administrative Computer Replacement Cycle
• Lead for Student Affairs end-point/computer management
• Divisional PirateDrive Access Management
• Campus Digital Signage System and associated hardware
• Various technology in the Main Campus and Health Science Campus Student Centers
• Student Media's WZMB Radio Broadcast studio
• Campus Recreation & Wellness lighting control system and facility/service management system, Fusion

Project Management:

Project Management - Provide project management services for the implementation, reconfiguration, and/or upgrade of desktop computers, departmental client applications, user-interface devices, client/server applications, and server hardware to include management of timelines for all involved stakeholders and vendors. Prepare project proposals that include technical specifications, vendor quotes, needed on-campus resources, and detailed budgetary itemization. Ensures that all systems and processes are documented and that training materials are created.

Consultancy Services:

Consult with department leaders to identify technologies that address functional needs for their units. These needs include but are not limited to areas of desktop computing, user-interface devices, client/server applications, and/or server hardware. Work to identify/create needed data stores both inside and outside of the department/division to be used for accomplishing client's stated goals. Help department leaders create process flows and standard business procedures that integrate recommended technological solutions into the functional operations of their departments.

Customer Support - Provide daily support of departmental applications to include issues with desktop computers, associated hardware, and backend server resources. This support includes answering advanced end-user questions and providing problem resolutions for issues that are referred from support technicians and clients.

Applications Support and Administration:

Provide application administration services for departmental applications to include: access control, data import/export configuration, tuning, and monitoring as well as handling the installation of application patches, and upgrades. Provide application support services for departmental applications to include; end-user training, desktop client setup/configuration, and error correction/troubleshooting.

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. Advanced level requires an additional two years of experience.

License or Certification required by statute or regulation

None

Preferred Experience, Skills, Training/Education

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
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.
05/22/2024

Open Until Filled
No

Quick Link for Direct Access to Posting

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 Voice/TTY) or ADA-.

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 or toll free at or send an email to Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.