Appalachian State University hiring Technology Support Analyst in Boone, NC | LinkedIn (2024)

Posting DetailsWork experience or education that is NOT included on the application will NOT be considered when screening your application. Please include ALL work experience and education on the application to ensure that you receive the appropriate credit toward qualification for this position.

Position Summary Information

Classification Title Technology Support Analyst

Working Title Frontline Technology Support Analyst (Multiple Vacancies)

Working Location (City, State) Boone, NC

Job Category 3

Position Number 022641

Department Information Technology Service - 205400

Description Of UniversityAppalachian State University, in North Carolina’s Blue Ridge Mountains, prepares students to lead purposeful lives as global citizens who understand and engage their responsibilities in creating a sustainable future for all. The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference. As one of 17 campuses in the University of North Carolina system, Appalachian enrolls more than 20,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors.

Minimum QualificationsGraduation from a two year technical college with a major in computer science, information technology or related area 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 computer science or information technology or related degree. Related information technology experience may be substituted year for year for the required education.

Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA . Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.

Degrees must be received from appropriately accredited institutions.

License/Certification RequiredEssential Job FunctionsTechnology Support Services ( TSS ) provides computing services, support, and consultation to the faculty, staff and students of Appalachian State University. TSS provides a standard set of recommended hardware(s) and software applications, with specific software available where needed. TSS provides statistical consulting in support of instruction, research and administrative needs, and offers training in the use of supported statistical software.

The role of a Frontline Technology Support Analyst is to provide basic to intermediate help desk support by troubleshooting technology solutions for students, faculty, and staff via phone calls, chat, as well as in-person via the walk-in Technology Support Center and Library Tech Zone.

Frontline Technology Support Analysts provide phone support for all users to ask questions or report problems with on-campus machines as well as their personal machines. Office and residence hall visits are made by consultants when necessary. Frontline Technology Support Analysts provide consulting support to assist with configuring and purchasing new computers, printers, peripherals, and other technology devices for office as well as home use. They will also provide consulting services for classroom technologies across the university.

Duties and Responsibilities include:

• Working with users on a one-on-one level to determine the source of technical problems and find workable solutions.
• Supporting Windows and Mac OS, mobile devices, and their supported applications.
• Supporting Google Apps for Education, ASULearn, Banner, Microsoft System Center Configuration Manager ( SCCM ), and Printing.
• Demonstrating a working knowledge of the supported applications on campus.
• Participating in training as appropriate as well as engaging in active learning from other members of the Help Desk and ITS area as issues and solutions arise.
• Working with other members of the library and IT Support to ensure users are informed and trained on solutions to problems as they occur.
• Providing phone support for current students, incoming students, and the parents of incoming students.
• Supporting Parent Portal, MyApp, Account setup and Information about access to services.

Knowledge, Skills, & Abilities Required For This PositionWorking knowledge of software commonly used in higher education including:

• Paper Cut Print Management
• Mac and Windows OS
• Mac iOS and Android
• G Suite for Education
• MS Office
• Moodle Learning Management System
• Banner
• Wireless setups and configuration
• Authentication systems and password management
• Familiarity with a variety of campus and departmental services that can be found in our online service catalog.
• Familiarity with basic computer imaging, docking stations, printers, VoIP phones, network hardware, gaming systems, streaming devices, and external storage media.

Preferred Qualifications

• Four-year degree from an accredited institution.
• Experience working in a higher education academic environment.
• Extensive knowledge of Microsoft and Mac operating systems.
• Experience with printers and print management solutions.
• Experience with Google Apps for Education, Microsoft Office 365, Zoom, Moodle, and smartphones.

Type of Position Permanent Full-Time

Staff/Non-Faculty Staff/Non-Faculty

Appointment Type 1.0

Work Schedule/HoursFull Time Position Monday – Friday: 10:00 am to 7:00 pm. Other hours as needed during any urgencies or special events. This position will be in the Technology Support center and Library Tech Zone.

Number of Hours Per Week 40

Number of Months Per Year 12

Mandatory Staff Yes

Physical Demands of PositionPosition supports the entire campus, so walking is involved and will help with surplus so being able to lift and move technology will be expected.

Typical physical demands of a professional position, with the ability to move computers, printers, TVs, monitors, and other related technology.

All duties performed with or without reasonable accommodation.

Overall Competency Level Contributing

Salary Grade Equivalency IT01

Salary RangeAnticipated Hiring Range $48,029-$52,191

Required Functional Competencies To Successfully Perform Job Duties.Technical Support: Demonstrates a comprehensive knowledge of a variety of technologies (both hardware and software), and across both Mac and PC platforms. Independently resolves routine and some non-routine problems through standard troubleshooting procedures. Performs routine diagnostics on assigned software and/or hardware according to standard operating procedures.

Consultancy Skills: Consult with other members of ITS to ensure that all problems that occur within the realm of the Call-In Support area are resolved. Work with users on a one-on-one level to determine the source of technical problems and find workable solutions to these problems. Work with other areas on campus as needed for students and faculty such as the Registrar’s office during registration; Admissions, Housing and Orientation for new students, Food Services for students/parents needing help adding money to account etc., and other general University functions. Works closely with other technical support professionals to resolve any technical problems. Utilizes Jira Service Desk incident management system to ensure incident requests are resolved in a timely and professional manner.

Assist with leading the management and support of a managed copier and printer services program at Appalachian State University. The person in this position will help the IT Support department engage the campus and help implement strategies to reach the following stated goals within the University’s Strategic Plan: Copier use reduction: 10% by ’16-17 Desktop printer reduction: 20% by ’16-17 Paper consumption reduction: 25% by ’16-17 Works closely with the Office of Sustainability to develop ways to engage campus in helping us meet our strategic plan goals. Help with the efforts of the expansion of our Pharos print management solution to include the Pharos Uniprint management product on the majority of Sharp MFPs across campus. Works with the Office of the CIO and budget office to help with departmental reporting. User-level print quota management (to be managed at the department level) Implementation of an integrated budget solution Develops a training program which includes workshops and how-to guides on: – DRIVVE (Scan to PDF ) functions – Scan to Email ? including setting up an address book on MFP – Pharos Reporting – MFP General use Determines client needs and effectively communicates back to technical experts. Proactively works with clients to address any needs or problems. Works closely with other technical support professionals to resolve any technical problems. Utilizes Tech Excel incident management system to ensure incident requests are resolved in a timely and professional manner.

Technical Solution Development: Develop and update documentation in the Library Commons Tech Desk as well as gaps in our knowledge base articles. Resolves routine printer problems. Works with the copier services technical team, Sharp technical team, and other IT professionals of the university to resolve problems.

Pay will be commensurate with applicant competencies, budget, equity and market considerations.

Posting Details Information

Posting Date 04/04/2024

Closing Date 04/30/2024

Competency Level Statement Management will only consider applicants who meet the required competencies.

Special Instructions to ApplicantsPlease include the following in your application:

• Cover Letter
• Resume
• List of three professional references with contact information

Search Chair Name James Shook

Search Chair Email shookja@appstate.edu

Applicant Pool Preference External (Post on the Web)

Posting Number 201502578P

Quick Link https://appstate.peopleadmin.com/postings/45364