Tech Support Analyst #005201

Job description

Posting Number:


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Classification Title:

Tech Support Analyst

Competency Level:


Working Title:

Tech Support Analyst #005201


IT Applications & Systems

Position Summary:

This position is on site at our Cullowhee campus.

Western Carolina University seeks an experienced and talented Tier 1 Help Desk Support Analyst to join the Information Technology Division IT Help Desk. This position has a hands-on role in providing telephone, email, remote, and face-to-face troubleshooting and support services to university staff, faculty, and students. The successful candidate will also provide consultation and training to university clients. The analyst provides coordination, collaboration, and resolution of desktop and software technical issues across the different IT functional areas, such as systems and operations, desktop support, networks, multimedia, and instructional facilities.

Knowledge, Skills, & Abilities Required for this Position:

Strong customer service skills, including but not limited to:
- empathy
- positivity
- patience
- clarity in communication (verbal, written, relational)
- willingness to learn

Additional knowledge, skills, and abilities include:
- Solid organizational and time management skills.
- Strong technical skills, including but not limited to:
– Windows 10 and macOS
– Microsoft 365 Apps
– Android and iOS
- Experience:
– supporting an LMS, such as Canvas
– using service desk management application for ticket tracking
– using remote software for support
- An understanding of the impact of KCS and Shift-left on service management
- Ability to handle special projects and tasks with little to no oversight

This position will function at the journey competency level.

Minimum Qualifications:

Graduation from a two year technical college with a major in an Information Technology field and one year in the information technology field related to the position’s role; or graduation from a four year college or university and one year experience in the information technology field related to the position’s role; or graduation from a four year college or university with a major in an Information Technology area. Related information technology experience may be substituted year for year for the required education.

Preferred Qualifications:

Preference will be given to candidates who have a working knowledge/experience in the following:
- Higher education academic environment
- Cherwell Service Management
- BeyondTrust (Bomgar)
- Jamf
- VMware
- Canvas LMS

Anticipated Hiring Range:

$51,600 - $58,600

Position Type:

Permanent Full-Time

Number of Hours per Week:


Number of Months per Year:


Salary Band Range:

$32,473 - $81,000

Open Date:


Close Date:


Open Until Filled:


Special 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.


For administrative purposes during the implementation of Career Banding this Journey level position is considered a Salary Grade 72.

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; political affiliation; National Guard or 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, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) 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.




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Job No:
Posted: 6/4/2021
Application Due: 6/16/2021
Work Type: Full Time