Application Instructions:

External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.

Please add your cover letter and any other documents required for the position to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your cover letter and supporting documents. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. You will not be able to modify your application after you submit it.

Current Employees: Apply from your existing Workday account. Do not apply from the website. Log in to Workday. Click on the Career Worklet and select Find Jobs. Locate the position and click Apply. Update your Education and Job History.

** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Job Description Summary

In University Advancement, we believe in equity, not just equality. We understand that in order to develop a fully engaged constituency; individuals must receive equitable treatment instead of equal treatment. Establishing equality means treating everyone the same. Equity necessitates transforming our community to meet the needs, interests and cultural norms of our University Advancement staff.

Serves as the primary contact for user technical support in University Advancement, working closely with the Apple Technician to handle the daily workflow and assist customers in a professional office environment. The Computer Support Analyst will primarily focus on University-issued Windows and macOS computers of varying models, conference room technology, and printers. The Computer Support Analyst will also perform basic training in the use and application of current and new technology to University Advancement Staff. The Computer Support Analyst will be exposed to growth opportunities including but not limited to: project management, cross-campus department collaborations, new technology exploration and testing, data management, business intelligence, and systems design.

Job Description

This Job Is For You If You Are Able To….

• Provide high-level technical support for all users in University Advancement.
• Monitor incident management system for assigned tickets, perform tasks necessary for each ticket, and resolve tickets upon completion of tasks.

• Manage departmental projects from conception to completion.
• Assist other members of the Advancement Information Technologies team with various tasks and projects as requested.
• Assist with user onboarding including the creation of user accounts and security management.
• Provide introductory training in use of hardware, software, WFU systems, printing, and peripherals.
• Serve as liaison to the Information Systems department on all issues regarding new equipment allocation and returns, and software allocation and purchases.
• Work closely with the Information Systems department to collaborate on IT projects and Advancement initiatives.
• Work closely with University Advancement business units to facilitate their specific technology needs, including in-person and virtual event support.
• Work closely with the Events and Alumni teams on technological needs for major events, including Commencement and Homecoming.
• Maintain an accurate inventory of hardware and software using asset management system.
• Create and maintain documentation on processes, services, and procedures for quick reference.
• Respond within SLA’s to and high-priority after-hour requests.
• Apply creative thinking toward investigating new technologies for the purpose of business process improvement.
• Have high standards for your work and are proud to contribute to a mission-driven organization.
• Contribute to a transparent and equitable organizational culture where ethical and equity policies and practices are understood and lived out by all staff.
• Have a passion for workplace diversity and inclusion.
• Get excited about the prospect of joining a team that is making a difference in people’s lives every day.

What Skills do you Need?

• Associate’s degree in Computer Science or related field, or an equivalent combination of education and experience.
• Exceptional technical support skills including knowledge of PC platforms as well as general computing.
• Strong interpersonal communication skills (written, oral, and listening); demonstrating empathy, flexibility, patience, a deep commitment to excellence in service with both technical and non-technical staff when helping users solve their business challenges.
• Adept at critical thinking with the ability to research, troubleshoot, and understand complex problems effectively.
• Recognition of proper escalation for issues beyond the scope of Technician.
• Ability to work independently and follow through on projects; strong organizational and multitasking skills.
• Must possess strong analytical, diagnostic, and problem-solving skills; the ability to reason with innovative thought with well-reasoned solutions.
• Must be knowledgeable of both Windows and Apple computing environments, OS imaging, file sharing services, Active Directory management, Google Apps, Windows based operating systems (Windows 8, 10, and 11), Microsoft Office, Office 365, Zoom, Apple Airplay, and general printer and copier maintenance.
• Commitment to the mission and values of University Advancement and a commitment to equity, particularly racial equity, with a willingness to proactively learn about it and integrate it into all aspects of the work.
• Respect for the dignity and abilities of all people.

Desired Skills and Abilities: As the incoming Computer Support Analyst you will possess many, though perhaps not all, of the following characteristics and qualifications:

• Experience in providing computer training and support.
• Experience building and maintaining standard Windows/Mac loads.
• Knowledge and experience providing technical support of macOS platforms.

Accountabilities:

Responsible for own work only.

Additional Job Description

Wake Forest University requires proof of full vaccination with an FDA approved or authorized COVID-19 vaccine for all positions posted on or after September 13, 2021. Wake Forest University requires that you provide satisfactory proof of full vaccination status to Human Resources within three days of your hire date. You must also maintain full COVID-19 vaccination status, as classified by the CDC, during your employment at Wake Forest University.

Consistent with federal, state and local law, Wake Forest University will consider accommodations for disability- and religious-based reasons unless providing an accommodation would result in an undue hardship to the University.

If you seek an accommodation from the vaccination requirement for disability- or religious-based reasons, you should contact Human Resources.

New employees who are hired into positions posted prior to September 13, 2021, offers of employment made to new employees prior to that date, and employees for positions at Graylyn Conference Center are generally exempt from the vaccination requirement unless the employee’s position is otherwise subject to a vaccination requirement due to the essential components of the position as described in Policy.

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.