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Tech Support Analyst-Journey

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Job Details

Job Title:

Tech Support Analyst-Journey

Position Number:

908507

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:

12249 Tech Support Analyst

Competency Level:

2 - Journey

Working Title:

Tech Support Analyst - Journey

Number of Vacancies:

1

Full Time Equivalent (FTE):

1.00

Full Time or Part Time:

Full Time

Recruitment Range:

$32,473 - $72,244

Anticipated Hiring Range:

$50,557 - $65,084

Salary Grade Equivalency:

IT05

Work Schedule:

M-F

Work Hours:

8-5

Position Location (City):

Greenville

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.

Client Engagement and Support aids and collaborates with students, faculty, and staff across campus to provide IT services and resources. This unit delivers leadership and support for educational technologies that includes learning management systems; audiovisual (A/V) and videoconferencing technology within classrooms and conference rooms – coupled with telemedicine support; device (computer) support for students, faculty, and staff; campus computer labs; enterprise research application tools; augmented/virtual reality solutions (AR/VR); and other emerging technologies. This unit also delivers project management, communications, and technical instruction to ensure IT and University projects and services are delivered successfully while keeping the ECU campus community informed of the latest IT technologies, tools, upgrades, and initiatives available to the university.
By providing leadership in all façades of technology we aim to improve the teaching, learning, research, and distance education experience across the institution. Our staff prides itself with supporting the campus community by providing relevant and up to date technology training, and to ensure we are adhering to and executing on the best practices of securing institutional data, IT Accessibility, and integrating Universal Design for Learning.

Client Engagement and Support consists of the following teams: Learning Technologies; A/V Design and Engineering; Client Services and Support (A/V Services and Support, Research and Multimedia Services, Communications and Technical Instruction, and IT Asset Management); Project Management Office; Service Management (Pirate Techs (Service Desk and Technology Support Centers, Desktop and Lab Support, and ITSM & PPM Services and Support).

The ITSM & PPM Services and Support team provides the service and support for both our Enterprise Service Management (Ticketing System) and Project Management System. These systems are available to campus and used by faculty, staff, and students to report issue and to track projects.

Job Duties :

The individual in this position shall assist in managing and supporting our Enterprise Service Management System, which includes overseeing the daily operations, management, and installation of application modules, security role assignments, workflow development, troubleshooting, evaluation of system performance, maintenance, facilitating service requests, and manage projects. They will create end user documentation (standards and guidelines) and deliver training and consultations with clients to get an understanding of their business needs for both Service and Project Management.

The individual in this position will also use REST API, Microsoft Power Automate, PowerShell commands, and Power BI to connect services and applications. The individual in this position will remain current with new technologies and latest trends.

Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

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. Advanced level requires an additional two years of experience.

License or Certification required by statute or regulation:

None

Preferred Experience, Skills, Training/Education:

The desired candidate should be familiar with REST API, Microsoft Power Automate, PowerShell, and Power BI. Knowledge of ITIL standards is also desired. The ideal candidate will be able to learn new tools as technology changes, is adaptable to changes in technology and possesses intermediate troubleshooting skill set. The ability to work independently, handle multiple tasks in an efficient manner and be able to prioritize work assignments with minimal supervision is also desired.

License or Certification required by the Department:

None

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 Open Date:

01/18/2022

Job Close Date - Positions will be posted until 11:59 p.m. EST on this date; If no closing date is indicated, the position will be posted until filled and may close at any time after the recruitment has been completed. :

02/17/2022

Open Until Filled:

No

Quick Link for Direct Access to Posting:

https://ecu.peopleadmin.com/postings/47002

Alternate option:

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

AA/EOE:

East Carolina University is an equal opportunity and affirmative action employer and seeks to create an environment that fosters the recruitment and retention of a more diverse student body, faculty, staff and administration. We encourage qualified applicants from women, minorities, veterans, individuals with a disability, and historically underrepresented groups. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the Department of Human Resources at (252) 737-1018 (Voice/TTY) or [email protected].

Eligibility for Employment:

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.

Office of Human Resources Contact Information:

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to [email protected] Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.

Organization

ECU offers a challenging academic environment and an energetic campus life. We are committed to excellence through a talented and diverse faculty and staff. One of the perks of working at ECU is that you can take up to 9 credit hours of classes per year at no cost to you. There is also a textbook loan program in place available to permanent ECU staff and faculty, or their eligible dependent children or spouse. ECU also offers excellent benefits, including health care and retirement plans, and generous leave time.

Scholarship. Discovery. Service. Leadership.

Here, those values are more than just buzzwords. They indicate the wealth of opportunity that ECU students experience while engaging in the rigorous pursuit of knowledge. They define the many ways in which students innovate and forge new paths. They encompass the life lessons our students learn while serving others and improving communities. They emphasize the encouragement our students receive to stand up and lead the way into a brighter tomorrow. http://www.ecu.edu/cs-acad/admissions/whyecu.cfm

To be a national model for student success, public service and regional transformation, East Carolina University:

  • Uses innovative learning strategies and delivery methods to maximize access;
  • Prepares students with the knowledge, skills and values to succeed in a global, multicultural society;
  • Develops tomorrow's leaders to serve and inspire positive change;
  • Discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond;
  • Transforms health care, promotes wellness, and reduces health disparities; and
  • Improves quality of life through cultural enrichment, academics, the arts, and athletics.

http://www.ecu.edu/cs-admin/chancellor/mission-and-vision.cfm

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