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 Windows 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 Windows setup and installations

The purpose of this position is to provide consultative support for managing and securing all ECU owned Windows computers with handson technical support to faculty, and staff within the Purple Pod. This role delivers enduser support for universitysupported hardware and software, assists with troubleshooting and problem resolution, and provides guidance on ITCS services, purchasing decisions, workflow solutions, and user training aligned with the strategic goals of East Carolina University.

This position also participates in IT projects, supports device installations, documents solutions within the service management system, and contributes to knowledge sharing through documentation, training, and crossteam collaboration. By combining technical expertise with customer consultation and project support, this role is essential to maintaining effective service delivery across assigned campus locations.

Provide computer consulting support to end users regarding: ITCS services, purchasing, workflow solutions, and user training. Guide and educate clients within the strategic goals of East Carolina University through hardware/software selections, compatibility issues, communications and networking, and related training/support services.

Consult with internal and external customers to identify computer problems. Resolve identified hardware and/or software problem or provide proper referral for problem resolution.

Install university supported hardware and/or software for end user.

Participate as a project team member on information technology projects. Carries out tasks as assigned by project manager to ensure completion of projects with established timelines and customer satisfaction. Assist project manager in project planning (includes documentation) and coordination of time and resources completion/assessment

Enhance team knowledge through conducting or participating in formal and informal training sessions. Identify team enhancement needs by working with team members on a day-to-day basis to help enhance cross-training capabilities. Through self-assessment, identify opportunities for self-improvement. Seek out and participate in professional development activities designed to enhance employee skills including educational opportunities, research emerging technologies, and maintain an awareness of current state-of the-art technology.

Prepare, document, and share information on problem correction, new technology, and improved methods with clients, co-workers, and other ITCS teams. Delivery methods will include web page, service management knowledge base, documents, and formal and informal training sessions, administrative duties and miscellaneous functions including the routing of problems to the appropriate technical support level. Thoroughly documents troubleshooting and corrective actions taken for assigned incidents in service management system.

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.

None

* Experience providing direct technical support to faculty, staff, or students in an enterprise or higher education environment
* Strong working knowledge of Windows operating systems
* Experience installing, configuring, and supporting university or enterprise supported hardware and software
* Experience working with service management or ticketing systems
* Strong customer service, communication, and consultation skills
* Ability to explain technical concepts to non technical users
* Experience participating in or supporting IT projects
* Experience in documenting solutions, creating knowledge articles, and contributing to training materials
* Demonstrated ability to work independently while collaborating effectively within a team environment

None

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.