Technology Support Analyst - Journey

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.

The Desktop Technology Support team is responsible for managing and securing all ECU-owned MacOS computers. They accomplish this by employing a wide range of Mobile Device Management ( MDM) tools and software. This team offers hardware and software troubleshooting and support to faculty and staff. Additionally, they assist with computer purchases by providing advice, purchasing guidelines, and quotes. The team also educates users on new technology. Furthermore, they manage the necessary policies and configurations for macOS setup and installations.

The primary purpose of this position is to provide dedicated technical support for Mac devices across the university as part of the White Team (Mac Support). This role delivers advanced support for faculty and staff by configuring Mac computers, resolving software and connectivity issues, and supporting accounts, printers, and network access. The position uses a strong working knowledge of macOS and Apple hardware to troubleshoot common enterprise applications.

This position responds to and resolves IT support requests both remotely and in person, documents issues and solutions within enterprise ticketing systems, and contributes to user documentation and training materials. By providing consistent, specialized Mac support, this role is essential to maintaining service quality, reducing escalations, and supporting the goals of the redesigned IT support model.

Set up and configure new Macs (laptops and desktops), including imaging, operating system configuration, security settings, and installation of standard and specialized software. Independently assess user needs and device use cases to ensure systems are configured according to ECU standards and departmental requirements and provide initial user orientation as needed.

Provide support for user accounts, printers, and network connectivity issues, including diagnosing authentication, printing, and wireless access problems. Work with centralized IT teams as needed to resolve issues while maintaining clear communication with customers throughout the resolution process.

Document issues, troubleshooting steps, and resolutions in enterprise ticketing systems such as Salesforce and TeamDynamix ( TDX). Ensure documentation is clear, complete, and reusable to support knowledge sharing and improve consistency of service delivery across the support team.

Respond to and resolve IT helpdesk tickets both remotely and in person, prioritizing work based on impact and urgency. Serve as a consistent point of contact for customers, demonstrating professionalism and sound judgment. Manage multiple concurrent requests with minimal supervision.

Prepare and maintain user-facing documentation and basic training materials related to common technology tasks and issues. Contribute to improving support processes by identifying recurring problems and recommending updates to documentation or procedures.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position may be eligible for Flexible Work Arrangements ( FWA) under the ECU FWA Policy.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee's assigned duty station in Greenville, NC.

Associate 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.

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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 budget, UNC salary administration, and/or candidate qualifications.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

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.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.