Technology Support Analyst - Journey

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 primary purpose of the Green Pod is to ensure the reliable, secure, and consistent operation of campus-wide instructional and student-facing technology environments that are critical to teaching, learning, and academic continuity at East Carolina University. The team provides centralized service and support for computer labs, instructional classrooms, conference rooms, testing centers, and other shared technology spaces across campus.

The Green Pod is responsible for operational execution of large-scale technology initiatives, including annual lab refresh cycles, enterprise operating system upgrades, and deployment of standardized hardware and software configurations. Working in close partnership with Desktop Engineering, Pirate Techs, and other IT pods, the team supports a large, distributed footprint of Windows and macOS systems using enterprise management and automation tools to maintain university standards for security, reliability, and usability.

In addition to day-to-day incident response and service requests, the team plays a critical role in instructional readiness by ensuring classroom and lab technology is fully operational for the start of each academic term, major enrollment events, and testing periods. The Green Pod also manages inventory lifecycle activities, including asset tracking, refresh coordination, and surplus processing, to support fiscal responsibility and compliance.

The team collaborates closely with academic departments, campus partners, student technicians, and Pirate Techs to deliver responsive, high-quality support, while adapting to evolving technologies, expanding service scope, and seasonal workload demands. Through this work, the Green Pod directly enables faculty instruction, student access to required technology, and the overall academic mission of the university.

Job Duties:

The primary purpose of this position is to provide comprehensive service and support for campus-wide computer labs, instructional classrooms, conference room technology, testing centers, and other student-facing computing environments. As a key member of the Green Pod, this role directly supports the academic mission of the university by ensuring instructional and collaboration technology is reliable, secure, and ready for use by faculty, staff, and students.

This position supports a large, distributed environment of student and instructional systems by partnering with Desktop Engineering to use enterprise management tools to image, configure, secure, and maintain Windows and macOS devices to university standards. Core responsibilities include hardware and software deployment, peripheral and enterprise printing support, desktop automation and scripting, inventory and surplus management through IT Asset Management systems, and advanced troubleshooting of lab, classroom, and conference room technologies.

The role plays a critical operational function in large-scale initiatives such as the annual computer lab refresh cycle and major operating system upgrades. This position is expected to adapt to evolving technologies, continuously learn new tools, and apply strong problem-solving skills in high-impact instructional environments.

Additional responsibilities include coordinating and supporting student lab technicians, documenting work and outcomes in the service management system, and collaborating closely with campus partners and other IT pods to ensure consistent service delivery.

Project Management

Participate as a project team member on computer lab refresh and instructional technology initiatives, providing support with implementation, troubleshooting, and documentation as required. Provide leadership in the annual refresh and upgrade of Windows and macOS systems, including planning activities, coordinating timelines and resources, and collaborating with internal teams and campus partners to ensure successful and timely project delivery.

Hardware and Software Installation

Install and deploy university-supported hardware and software in laboratories, classrooms, conference rooms, and other supported environments in a timely and accurate manner. Ensure installations meet university standards and documented requirements, and clearly communicate installation procedures, issues, or exceptions with team members and the supervisor to promote consistency and timely resolution.

Consulting and Training

Serve as a support resource for computer labs and related instructional environments by assisting students and lab users with standard support procedures and best practices. Provide guidance and oversight to student workers to ensure tasks and projects remain on track during daily operations and peak demand periods. Develop, maintain, and share how-to guides, reference documentation, and support materials to promote consistency and knowledge sharing across the team.

Documentation

Accurately document all service requests, incidents, and work activities in the ITSM system, including detailed notes of troubleshooting steps, outcomes, and issues encountered. Provide timely team status updates and maintain clear written communication with clients supporting computer labs, classrooms, and related environments. Maintain accurate electronic and physical inventory records for new and existing assets, including lifecycle tracking, surplus documentation, and asset disposition in accordance with university procedures.

Professional Development

Actively enhance team knowledge and capability through participation in and contribution to internal training sessions and knowledge-sharing activities. Identify opportunities to strengthen team effectiveness by working closely with team members to promote cross-training and skills development. Pursue ongoing self-development through relevant educational opportunities to stay current with evolving technologies, tools, and best practices.

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.

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.

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 positions role; or Bachelors degree from an appropriately accredited institution and one year experience in the information technology field related to the positions role; or Bachelors 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.

License or Certification Required by Statute or Regulation:

None

Preferred Experience, Skills, Training/Education:

• Experience providing face-to-face, phone, web, and email technical support to faculty, staff, and students for a wide range of IT-related issues
• Experience using ticketing systems to create, update, track, and close service requests
• Experience imaging and deploying PC and Macintosh computers to organizational standards
• Experience in installing software, customizing system settings, and configuring peripherals including scanners, printers, and drawing tablets
• Experience refreshing, labeling, and maintaining hardware in supported areas