Position Number: 400499
Vacancy Open to: All Candidates
Time-Limited: No
Department Homepage: https://itcs.ecu.edu/
Advertising Department: ITCS CLIENT ENGAGEMENT AND SUPPORT
Division: Administration & Finance
Classification Title: 12247 Technology Support Technician
Competency Level: 2 - Journey
Working Title: Technology Support Technician
Number of Vacancies: 1
Full Time Equivalent (FTE): 1.0
Full Time or Part Time: Full Time
Recruitment Range: $36,094 - $68,161
Anticipated Hiring Range:
Salary Grade Equivalency: DT03
Work Schedule: Monday - Friday
Work Hours: 8:00 am - 5:00 pm
Position Location (City): Greenville
Job Category: Staff
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East Carolina University (ECU) is consistently ranked among the nation's top public universities for its commitment to research, innovation, social mobility, and public service. Classified as a R1 institution by the Carnegie Commission on Higher Education, ECU is among the top 5% of research universities in the United States, an elite designation reflecting the highest levels of research activity, funding, and doctoral output.
Founded in 1907, ECU is a public, four-year university located in Greenville, N.C., which is widely regarded as the cultural, educational, economic, and medical hub of eastern North Carolina. Through education, research, healthcare, community engagement, athletics, cultural enrichment, and service, ECU enhances the quality of life for its students, the state and communities around the world. It is a great place to work, teach, and learn.
ECU's commitment to impactful scholarship is further demonstrated through its repeated Carnegie Community Engagement Classification (2010, 2015, 2024), as well as its 2024 designation as a Carnegie Leadership for Public Purpose institution. These distinctions recognize the university's leadership in translating research into meaningful community partnerships and measurable societal benefits.
The university supports its workforce through a wide range of professional development opportunities designed to foster career growth and skill advancement. Eligible employees also benefit from a comprehensive benefits package that promotes a healthy work-life balance.
Primary Purpose of Organizational Unit:
The Administration & Finance Division encompasses a broad range of operational, financial, technological, safety, administrative and people-focused units that support the daily functions and long-term success of the university.
Information Technology and Computing Services (ITCS) provides strategic technology leadership, enterprise IT services, cybersecurity, and digital solutions that support East Carolina University's teaching, research, student success, medical, and administrative operations. ITCS partners across the university to deliver secure, reliable, and innovative technology services that advance ECU's mission and strategic priorities.
The Desktop Technology Support team is responsible for managing and securing all ECU-owned Windows and macOS computers using a combination of various Mobile Device Management (MDM) tools, software, Intune, Group Policy, and Active Directory. This group provides hardware and software troubleshooting and support to faculty and staff, they assist with computer purchasing by providing advice, purchasing guidelines, and quotes, and they help educate users on new technology. The Desktop Technology Support team is responsible for building and supporting Windows images for all campus PC computers and managing the necessary policies and configurations for macOS setup and installations.
Primary Purpose of Position:
This position is responsible for supporting the delivery of desktop technology services, client support, strategic technology initiatives, and campus-wide ITCS projects. Reporting to the Technology Support Specialist on the Desktop Technology Support Team, this position consults with clients and evaluates hardware, software, and network connectivity needs and problems; resolves or refers hardware, software, and network connectivity issues for desktop and notebook computers, printers, and peripherals to the appropriate agency resource; maintains hardware certification with major approved vendors as required to support client systems and is authorized to order and replace parts; utilizes new ITCS-approved technologies and coordinates with ITCS teams and clients to implement them effectively; participates in both short-term and long-range strategic planning; develops productive relationships with clients to understand and anticipate their business needs; assists clients in effectively utilizing technology; coaches and trains clients and provides learning materials; guides and educates clients in hardware and software selection to ensure adherence to ECU's strategic goals; and participates as a project team member on projects involving campus-wide ITCS and client departments.
Key Responsibilities Include:
- Technical Support: Problem Resolution, Hardware and Software Installation 60%
- Technical Knowledge: Consulting and Training, Professional Development 30%
- Planning and Organizing: Manage tasks related to technical support 10%
Graduation from high school and one year in the field of technology related to the position's 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:
NA
Preferred Education, Knowledge, Skills, and Experience:
- Experience providing learning technology support (e.g., LMS such as Canvas, Panopto, Microsoft Teams, and audience response)
