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Tech Commons Senior Analyst and Student Coordinator - #172302

Western Carolina University
Cullowhee, NC

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Administrative Jobs
Academic Affairs, Research Staff & Technicians
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Posting Number:


Quick Link for Internal Postings:

Classification Title:

Tech Support Analyst

Competency Level:


Working Title:

Tech Commons Senior Analyst and Student Coordinator - #172302


Instructional Technology & Desktop

Position Summary:

The primary location of this position is on the main Cullowhee, NC campus.

The Technology Commons (TC), a unit of the Client Support Services department within the IT Division, is seeking a positive, self-motivated, organized IT Professional to serve as their Senior Analyst and Student Coordinator. You will engage with students, faculty, and staff to fulfill their needs for equipment checkout, Tier I and II IT support, 3D Printing, network assistance, software/hardware support, technology training, account management, and more. This position prepares and organizes the TC workspace for daily operations each morning; serves as Queue Manager at service desk during morning hours, triaging self-service, email and walk up assistance, ensuring that the Technology Commons day -to-day operations run smoothly during the work week.

In addition, this position manages our vibrant Tech Commons Student Technician program. The TC is the largest employer of student workers in the IT division. This position will hire, train, and lead the student workforce, teaching them skills and preparing them for a future IT career while also ensuring they are properly trained and follow all processes and procedures while working at our Service Desk.

Benefits of this position are 1) optional one day of remote work, 2) access to a robust professional development budget, 3) work issued laptop, workstation, office, and standing desk setup. Working in this position will give you the experience of managing people, serving on project teams, working with emerging technologies, and collaborating with departments all over the college campus. For more information on the Technology Commons, visit

The Division of Information Technology (IT) supports the university’s mission by enabling the effective, efficient, and strategic use of technology in building an empowered and informed university and by cultivating a knowledgeable and engaged IT staff. We do this with a vision to be a model for the strategic and effective use of information technology, partnering with the university community to positively impact lives. We support a culture of inclusion for all employees that respects our individual strengths, views, and experiences. This makes us a better team, drives innovation, and delivers better business results. Support of existing technologies and the planning, development, deployment, and integration of new technologies is provided through the departments of Academic Engagement and IT Governance; Client Support Services: Networking and Communications; Project Management Office (PMO); IT Administration Office; Chief Technologist Office; IT Security Office; and Applications and Systems.

Our guiding principles are:
A. We embrace the important responsibility and role IT has in the university’s core values of Excellence, Scholarship, and Teaching and Learning.
B. We stand dedicated to critical system stability by being firmly rooted in a culture of proactiveness, process improvement, and prevention of issues and recurring problems.
C. We commit ourselves to providing best in class service, investing in our people, and encouraging cross-disciplinary collaboration with a commitment towards achieving shared goals.
D. We focus on continuous improvement, seeking opportunities to challenge ourselves, to be receptive to new ideas and solutions and to be good stewards of resources.
E. We learn and grow to systemically address diversity, equal opportunity, and belonging as areas of continual improvement in process and practice.
F. We are open and honest with our university partners, keeping them up to date on our work.
G. We manage risk effectively, communicate issues appropriately, protect user data and privacy, assess data security risks, and maintain honest accounting of all information.

In addition, IT strives to serve with transparency, integrity, innovation, excellence, accountability, and together we celebrate the diversity and inclusion of ideas and people.

Knowledge, Skills, & Abilities Required for this Position:

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

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:

• 2-4 years of work experience in an IT or related field
• Skilled and knowledgeable in the responsible usage of social media (Facebook,Instagram, Twitter, YouTube EDU, WordPress and others)
• Understanding of mobile technology support needs, and video conferencing technology
• Professional experience in a university environment
• Experience with project management principles and processes
• Ability to network easily with university and external constituents
• 3D printing experience/knowledge and how it relates to academia
• Knowledge of Project Management (PM) and PM methodologies
• Supervisory experience
• Working knowledge of computer hardware/software (Mac/Windows)
• Experience with ticket tracking software and equipment checkout tools.
• Experience with Office365

Anticipated Hiring Range:

$58,000 - $61,000

Position Type:

Permanent Full-Time

Number of Hours per Week:


Number of Months per Year:


Salary Band Range:

$32,473 - $81,000

Salary Grade:

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

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.

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.


Western Carolina University banner

About Us

Western Carolina University offers a collaborative community of faculty and staff eager to partner together to support the success of our students and our institution. We attract employees who are inspired to work in higher education because of the difference we can make together in the lives of the more than 10,000 students who study at WCU. For a few other reasons WCU is a great place to work:

Do you like being involved in the local community? So do we. We have robust service learning and community outreach efforts that invite students, faculty and staff to serve our local community in an ever-growing number of ways.

Western Carolina University has been named the Top Adventure College in the Southeast and Mid-Atlantic. Our main campus in Cullowhee is situated 15 minutes from the Great Smoky Mountains National Park and the Blue Ridge Parkway. We have a biking and hiking trail on campus and many more in the area.

We attract students who are eager to excel. WCU has the oldest and largest Honors College in the UNC system and is consistently among the Top 5 institutions nationally for undergraduate research projects accepted to the National Conference on Undergraduate Research.

We are a cultural hub for the region. Our College of Fine and Performing Arts produces professional-quality theater under the direction of Broadway star Terrance Mann, and our music programs are recognized as some of the best in the state. Our Pride of the Mountains Marching Band has been invited to the Macy's parade and the Tournament of Roses Parade.

Our healthcare programs are some of the most competitive in the southeast and are housed in an incredible LEED-certified facility complete with some of the best technology in teaching along with community clinics for applied learning.

For more information, please visit our website at


Western Carolina University (WCU) has been honored in multiple areas demonstrating our commitment to our students, faculty, staff and our community.  Our distinguished faculty includes national award-winning authors, nationally and internationally recognized experts, and winners of Emmy, O’Henry, and National Endowment for the Arts awards – to name a few.  WCU has been named a Top Green College by Princeton Review, is among the Top 5 for Undergraduate Research in the nation, and has been named by Kiplinger’s Personal Finance as a Best College Value.  Blue Ridge Outdoors magazine has named WCU the Number 1 Outdoor Adventure College for three years running.  The WCU Pride of the Mountains Marching Band is a Sudler Trophy recipient, having led the Macy’s Thanksgiving Day Parade and the Rose Bowl Parade.  WCU is ranked by U.S. News & World Report in the Top 12 Best Online Programs for the Military as well as #27 among institutions in the South for Best Colleges for Veterans.

Faculty and Staff are honored annually with a broad range of Teaching, Scholarship and service honors.  For more information, please visit our website at


Western Carolina University offers a wide array of high quality benefit plans from which to choose. These include comprehensive health and welfare insurance plans, a choice between two retirement programs, both of which provide a valuable retirement benefit, as well as optional retirement savings opportunities. Employees also benefit from a generous leave program. For more information please visit our benefits page at UNC Benefits

Diversity and Inclusion

Western Carolina University has a commitment to recruiting and retaining diverse employees who bring to our campus varied perspective and cultural understanding. Our Office of Equal Opportunity and Diversity Programs aspires to strengthen diversity as an integral component of excellence at WCU. Among public universities, our institution leads the region in student body diversity, and our diversity metrics are growing.

Mission and Vision

Our Mission (who we are):

To improve individual lives and enhance economic and community development in our region, state and nation through engaged learning opportunities in our academic programs, educational outreach, research and creative activities, and cultural activities. 

Our Core Values and Guiding Principles (what guides and inspires us):

Excellence in Scholarship, Teaching, and Learning

Collaboration with and Respect for our Communities

Free and Open Interchange of Ideas

Responsible Stewardship and Organizational Effectiveness

Organizational and Environmental Sustainability

Cultural Diversity and Equal Opportunity

Our Vision Statement (who we want to be):

To be a national model for student learning and engagement that embraces its responsibilities as a regionally engaged university.

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