Technology Commons After Hours Technician - #182812

Job description

Posting Details

Posting Information

Posting NumberSHRA609PQuick Link for Internal Postings TitleTech Support TechnicianCompetency LevelContributingWorking TitleTechnology Commons After Hours Technician - #182812DepartmentInstructional Technology & DesktopPosition Summary

The technician is part of the Technology Commons team within the Instructional Technology and Desktop Services team. The position leads customer support during the Technology Commons after hours. Throughout their shift, this position will be involved providing client support in the Technology Commons including equipment checkout, tier 1 IT support, queue management, 3D printing, and managing checked in machines. This person will also be expected to assist student workers to ensure that we are providing quality customer service and support. The employee provides technical expertise, software and hardware troubleshooting, and supervision and assistance to the student employees for the Technology Commons. This position ensures that student employees follow policies to keep liability to a minimum. The position will handle the escalation process for special cases and incidents. It also provides essential backup support for other full-time Technology Commons staff who serve as the single point of walk-up assistance for students, faculty, and staff. This position also helps provide on-site technical support of residential networking equipment and connections. Position will be in charge of closing the Technology Commons Sunday – Thursday and their standard work hours will be Sunday – Thursday 4pm – 1am. This position will be expected to shift their hours during our 24-hour period to work 10:30pm – 7:30am. At times, the position may be required to work non-standard hours, such as day, evening, weekend, and Holiday hours.

Knowledge, Skills, & Abilities Required for this Position

The ideal candidate should have strong customer service skills, which includes but are not limited to the following:
- Empathy
- Positivity
- Patience
- Clarity in communication (verbal, written, relational)
- Willingness to learn

The ideal candidate should have:
- Working technical knowledge of Mac and Windows computer hardware and software
– Working technical knowledge of Microsoft Windows and Macintosh OS X operating systems
– Working knowledge of antivirus, spyware, malware, and the troubleshooting of each
-Experience with ticket tracking software, project management tools, and equipment checkout tools
-Experience with Microsoft Office 365
-Working knowledge of current operating systems, including Windows, Mac, Linux, iOS, and Android

Minimum Qualifications

Graduation from high school and one year in the field of technology related to the positions’ role. Computer coursework may be substituted year for year for the required experience; or an equivalent combination of education and experience.

Preferred Qualifications

Preference will be given to applicants with:
– Experience working in a college or university computing environment
– In-depth experience using Cherwell Service Management, TeamDynamix project management, SCCM, Bomgar, JAMF, Avira, Office 365, and WebCheckout applications.
– Experience working in a technology support function such as a help desk or service center
-Knowledge of wireless devices and how they work
-Working knowledge of 3D Printing and Modeling

Anticipated Hiring Range$37,000-$39,000Position TypePermanent Full-TimeNumber of Hours per Week40Number of Months per Year12Salary Band Range$28,350 - $66,010Salary GradeFor administrative purposes during the implementation of Career Banding, this journey level position is considered a Salary Grade 61 Posting Text

Open Date08/16/2019Close Date09/03/2019Open Until FilledNoSpecial Instructions to Applicants

Applicants must apply online in order to be considered.

Please include a cover letter, resume, and a list of references (with complete contact information).

Applicants must upload a DD-214 if claiming Veteran’s Preference.


If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants. Effective October 1, 2015 all new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).


Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit Proper documentation of identity and employability are required at the time of employment.

Credential Verification

All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.


Western Carolina University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, and veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Additionally, the University promotes the realization of equal employment opportunity for minorities, women, persons with disabilities, and veterans through its affirmative action program.

Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at [email protected]

University Safety

The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 114 Scott, Cullowhee, NC 28723 (828-227-7234) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.

Applicant DocumentsRequired Documents
  1. Cover Letter/Letter of Application
  2. Resume
  3. List of references
Optional Documents
  1. DD-214
Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this employment opportunity?
    • Inside Higher Ed
    • HERC - Higher Education Recruitment Consortium
    • Website -
    • Personal Referral
    • Agency Referral
    • Other




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Job No:
Posted: 8/21/2019
Application Due: 9/3/2019
Work Type: