Technology Support Analyst - Journey

Open Date: 08/09/2018

Date Initial Screening Begins:

Minimum Education/Experience: Associate's 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 position's role; or Bachelor's degree from an appropriately accredited institution and one year experience in the information technology field related to the position's role; or Bachelor's 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.

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.

Job Duties: The person in this position is on point for the technical support efforts for the labs. This position consults with instructors and simulation support staff about technical best practices, and with university-level technical support personnel and 3rd party/vendor technical support personnel to resolve issues. This person also works collaboratively with the existing technology support team, responds to CILs technical service requests, and is available to help CILs faculty and students with computer, room technology, and CILs instructional technology support. A strong knowledge of project management is essential for successful technical support of the eight clinical training/ simulation labs in the College of Nursing (CON). Installations, upgrades, modifications, and repairs of the labs' technical infrastructure are generally carried out as projects. Successful project management for the labs requires a thorough knowledge of the equipment and its interconnectivity, as well as an understanding university scheduling and policies, third party vendor support parameters, and facilities contacts and operations. This position is responsible for identifying and scheduling the projects necessary for optimal lab functionality. Successful project management involves devising work plans, scheduling, time management, and meeting established deadlines. CILs support often requires the coordination of diverse resources (networking, facilities, vendors, etc). Strong planning and organizational skills are essential. This position coordinates support efforts and provides a support plan roadmap for the CILs. This position is responsible for developing an overall support plan framework for regularly occurring maintenance. This position must also be able to organize and develop ad hoc support plans and direct efforts to quickly resolve unforeseen, immediate issues. The CILs are in continual operation and equipment uptime is critical. Labs scheduling is challenging and equipment reliability is critical to student success. This position is responsible for developing support solutions to ensure that the labs training environment is consistently available for students and instructors. This position is expected to think strategically and creatively and to develop technical support protocols that provide optimal lab functionality and availability. This position also serves as a knowledge base for the technology associated with CILs clinical training. This position must have a broad understanding of the CILs technical systems, including computer hardware and software, LAN equipment and switching/signaling, networking, server-client relationships, A/V equipment (e.g. Crestron, Extron, Vaddio, cameras, audio mixing). Experience with simulation technology is vital to this position. Support experience with high-fidelity manikins (e.g. Laerdal, Gaumard, and Cardionics) and other simulation-related technology (e.g. B-Line medical and part-task trainers) is especially important for this position. *Job duties include:* As a member of the technical support team, this person is expected to serve as a technical resource for general computing and desktop support needs that occur across the college. This includes faculty, staff, and student computer, printer or other technology-related issues; software or operating system issues; or issues related to centralized resources (e.g. Piratedrive or network resources). This position is expected to help maintain computers and support technologies used by faculty on their workstations and in the classrooms (e.g. TurningPoint, WebEx, Crestron, Vaddio, and Mediasite). The classrooms and conference rooms at the College of Nursing (CON) are scheduled by internal and external users and are supported by the CON IT team, who are the first responders. The CON IT team collaborates and communicates closely with centralized ECU support departments (ECU Classroom Technologies and Multimedia & Technology Services [MTS]) to provide timely and effective support for the building. In addition to computing and desktop support needs, this position serves as a technical resource for that classroom and audiovisual support. This position will take an active role in creating and developing both digital and print media that will be used in instructional, informational, and promotional applications for the CILs, as well as the CON. Adobe Photoshop, Adobe Illustrator, Adobe After Effects, Adobe Premier, Final Cut Pro, Logic Pro, and Compressor are examples of processing tools used by this position for media development. As a member of the technical support team, this position helps support any number of special projects that occur throughout the year. There are some recurring events (e.g. Pirate Nurse 5K, Diversity Day, and Home Coming) that require technology consultation. There are other events that are less routine and require more consultation or collaboration. This position is expected to collaborate with other team members to support these events (e.g. guest speakers, remote or off-site support, Point-of-Sale terminals, guest network access, and software/equipment purchases). There are also service obligations (i.e. college and university committees) for which this position be responsible. The person in this position will be expected to serve and communicate in a professional and courteous manner and represent the CON effectively in a professional setting.

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