"Technology Support Analyst - Journey"

Company:
East Carolina University

Job Location:
Greenville, North Carolina

Category:
IT Support and Training

Type:
Full-Time

This position works closely with a full time employee and a team of student workers to image PC and Macintosh computers to university standards. Facilitates replacement of new machines and pickup of the old machines. Areas of support include Computer labs, classroom instruction podiums, computer classrooms, testing centers and Innovation Early College High School.

Other duties include inventory of new systems and accessories, inventory of previously used systems, assisting the computer labs team with hardware and software configuration of PCs and Macintosh systems, while using enterprise tools to configure and manage these systems. Additional responsibilities may be assigned to keep up with university needs.

• Computer Support: Hardware and Software Installation - Install university supported hardware or software. Installation of requested hardware or software should be installed in a timely manner. Communicate installation problems and procedures with team members and supervisor.
• Project Management - Participate as a project team member on all computer lab refresh projects. Provide project support as a team member with implementation, troubleshooting, and documentation as required. Provide leadership in the annual refresh of Windows and macOS based systems, perform project planning, working and communicating with other departments, coordinating time and resources.
• Computer Support: Consulting and Training - Be a support resource for computer labs and Pirate Techs, provide students with training on support procedures, keep student workers and projects on task. Create how-to guides and help sheets as a resource for other team members to use.
• 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.
• Administrative - Creates, 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.
• Professional Development - Enhance team knowledge through internal training sessions. Identify team enhancement needs by working with team members daily to help enhance cross-training capabilities. Self-development through educational opportunities.

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

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.

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