Frontline Technology Support Analyst (Multiple Vacancies)
Company: Appalachian State
Location: Boone
Posted on: April 24, 2024
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Job Description:
Posting Details
Work 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 University
Appalachian 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 Qualifications
Graduation 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 Required
Essential Job Functions
Technology 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 knowledge of software commonly used in higher education
including:
Permanent Full-Time
Staff/Non-Faculty
Staff/Non-Faculty
Appointment Type
1.0
Work Schedule/Hours
Full 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 Position
Position 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 Range
Anticipated 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 Applicants
Please include the following in your application:
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
Keywords: Appalachian State, Hickory , Frontline Technology Support Analyst (Multiple Vacancies), IT / Software / Systems , Boone, North Carolina
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