"Pirate Techs - Service Desk Technician"

Pirate Techs - Service Desk Technician

Position Number: 907032
Full Time or Part Time: Full Time
Anticipated Recruitment Range:
Position Type:
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 Pirate Techs/Service Desk team is responsible for providing technology support services to the university community. These services are provided remotely via phone, email, and tickets that span across many systems and applications.

Job Duties:

The purpose of this position will be to provide a centralized point of contact for all East Carolina University administrators, faculty, staff and students and other designated clients as defined by the CIO and the needs of the University. This position will respond to information technology-related problems received by phone, web, and e-mail on a variety of support issues which includes but not limited to security management, e-mail configuration, network connectivity, remote printer administration, and desktop applications. Using technical guidelines, this position will be responsible for analyzing, diagnosing, consulting, providing first contact resolutions and direction assistance. This position will record and track those problems using specialized software, recognize and act on situations to prevent problems and report problem trends and non-routine issues to management. Unresolved problems are escalated to the next level of appropriate support.

Phone Support:
Provide first level phone support of basic and routine to relatively complex issues using technical documentation, training and other resources; Provide problem analysis, diagnostic techniques, consulting, first contact resolution, and direction assistance on a wide range of information technology related problems to include but not limited to security management (i.e., password resets, account locks, security question resets), e-mail configuration, network connectivity, printer administration, web applications, Banner, and desktop applications; Log and track service calls via specialized software; Escalate unresolved and non-routine problems to the next level of support.

Email and Ticket Monitoring:
Manages, responds and follows-up on e-mails and tickets, and provides online support to customers using web-enabled service requests and problems.
Maintains internal documents, such as training documents and technical specifications; Develops educational and specialized documents for the client community; Contributes to the development of the Pirate Techs web site containing customer support information

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.

This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employees assigned duty station in Greenville, NC.

Minimum Education/Experience:

Graduation from high school and one year in the field of technology related to the positions 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:

None

Preferred Experience, Skills, Training/Education:

The following experience is preferred:

• Experience in providing phone, web, and email support to faculty, staff, and students with Information Technology (IT) related issues
• Assisting with troubleshooting computer related issues
• Assisting with troubleshooting network related issues
• Assisting clients with setting up and configuring email on their computer and mobile devices
• Assisting clients with Password resets, Multi-Factor Authentication (MFA), and account related issues
• Creating, updating, and closing tickets for services provided
• Creating and maintaining team documentation

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.

Additional Instructions to Applicant:

Job Close Date: 3/9/2026
Open Until Filled: No
Initial Screening Begins: