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Technology Support Technician - Journey
Technology Support Technician - Journey
Position Number: 908576
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: 12247 Tech Support Technician
Competency Level: 2 - Journey
Working Title: Technology Support Technician - Journey
Number of Vacancies: 1
Full Time Equivalent (FTE): 1.00
Full Time or Part Time: Full Time
Recruitment Range: $36,094 - $68,161
Anticipated Hiring Range: $47,118 - $53,547
Salary Grade Equivalency: IT01
Work Schedule: M-F
Work Hours: 8am-5pm
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.
The Pirate Techs/Technology Support Center team is responsible for providing technology support services to the university community. These services are mainly provided by walk-in support, but we also provide assistance via phone, email, remote, and tickets that span across many systems and applications.
Job Duties
Walk-In Support – Hardware
Provides basic assistance in troubleshoot hardware issues. Walks customers through steps for routine network connectivity issues.
Walk-In Support – Software
Provides assistance to faculty, staff, and students with troubleshooting software issues. Assists students with reimaging their personal computers, installing ECU software, and running updates on their computer. Provides assistance with the removal of virus. Also helps users with configuring email on their phones and mobile devices. Assist client with resetting their Passphrase and updating their security question questions and changing their phone number. Also shows clients how to setup Multi-Factor Authentication and update their information if they receive a new phone.
Administrative
Creates, manages, responds and follows-up on e-mails and tickets, and provides online support to customers using web-enabled service requests and problems. Maintains internal documents, such as training documents and technical specifications; Develops educational and specialized documents for the client community; Contributes to the development of the Pirate Techs web site containing customer support information.
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.
Minimum Education/Experience
Graduation from high school and one year in the field of technology related to the position's role. Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience. Journey level requires an additional six months experience.
License or Certification required by statute or regulation: NA
Preferred Experience, Skills, Training/Education
Experience with the following is preferred:
troubleshooting, configuring, and supporting Windows and Mac Operating Systems
troubleshooting networking in a university environment
providing end-user support
various software applications (Microsoft Office 365, Adobe, etc.)
Anti-virus Software
supporting, configuring, and troubleshooting Outlook email
License or Certification required by the Department: NA
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: 07/08/2024
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. 07/22/2024
Open Until Filled: No
Quick Link for Direct Access to Posting: https://ecu.peopleadmin.com/postings/72419
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 ADA-Coordinator@ecu.edu.
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 employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.
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