"Technology Support Analyst - Journey"

Technology Support Analyst - Journey

Position Number: 929796

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 Desktop Technology Support team is responsible for managing and securing all ECU-owned MacOS computers. They accomplish this by employing a wide range of Mobile Device Management (MDM) tools and software. This team offers hardware and software troubleshooting and support to faculty and staff. Additionally, they assist with computer purchases by providing advice, purchasing guidelines, and quotes. The team also educates users on new technology. Furthermore, they manage the necessary policies and configurations for macOS setup and installations.

Job Duties:

The primary purpose of this position is to provide dedicated technical support for Mac devices across the university as part of the White Team (Mac Support). This role delivers advanced support for faculty and staff by configuring Mac computers, resolving software and connectivity issues, and supporting accounts, printers, and network access. The position uses a strong working knowledge of macOS and Apple hardware to troubleshoot common enterprise applications.

This position responds to and resolves IT support requests both remotely and in person, documents issues and solutions within enterprise ticketing systems, and contributes to user documentation and training materials. By providing consistent, specialized Mac support, this role is essential to maintaining service quality, reducing escalations, and supporting the goals of the redesigned IT support model.

• Set up and configure new Macs (laptops and desktops), including imaging, operating system configuration, security settings, and installation of standard and specialized software. Independently assess user needs and device use cases to ensure systems are configured according to ECU standards and departmental requirements and provide initial user orientation as needed.
• Provide support for user accounts, printers, and network connectivity issues, including diagnosing authentication, printing, and wireless access problems. Work with centralized IT teams as needed to resolve issues while maintaining clear communication with customers throughout the resolution process.
• Document issues, troubleshooting steps, and resolutions in enterprise ticketing systems such as Salesforce and TeamDynamix (TDX). Ensure documentation is clear, complete, and reusable to support knowledge sharing and improve consistency of service delivery across the support team.
• Respond to and resolve IT helpdesk tickets both remotely and in person, prioritizing work based on impact and urgency. Serve as a consistent point of contact for customers, demonstrating professionalism and sound judgment. Manage multiple concurrent requests with minimal supervision.
• Prepare and maintain user-facing documentation and basic training materials related to common technology tasks and issues. Contribute to improving support processes by identifying recurring problems and recommending updates to documentation or procedures.

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:

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:

The following experience is highly preferred:

• Strong technical aptitude and experience providing basic IT support for Mac users - highly preferred
• Experience setting up and configuring new Mac workstations (laptops and desktops)
• Troubleshooting Apple products and common macOS issues (Sonoma, Sequoia, and Tahoe)
• Strong understanding of macOS, including System Settings and Finder
• Resolving basic software issues, including Microsoft Office 365 for Mac, Adobe Creative Cloud, Cisco Secure Endpoint, VPN, Google Chrome, Firefox, and other applications
• Supporting user accounts, printers, Wi-Fi, Ethernet, and general network connectivity
• Responding to and resolving IT helpdesk tickets both remotely and in person
• Documenting issues and solutions in ticketing systems such as Salesforce and TDX
• Delivering user training and preparing documentation and training materials
• Communicating effectively with end users

Preferred Certification:

• Apple Certified Support Professional (ACSP) or similar credential

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 Close Date: 4/3/2026

Open Until Filled: No