Job Description

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 Desktop Technology Support team is responsible for managing and securing all ECU owned Windows and MacOS computers using a combination of various Mobile Device Management (MDM) tools, software, active directory, and group policies. This group provides hardware and software troubleshooting and support to faculty and staff, they assist with computer purchasing by providing advice, purchasing guidelines, and quotes, and they help educate users on new technology. The Desktop Technology Support team is responsible for building and supporting Windows images for all campus PC computers and managing the necessary policies and configurations for macOS setup and installations.
Job Duties
Computer Support: Consulting and Training – Provide computer consulting support to end users regarding: ITCS services, purchasing, workow 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.
Computer Support: Problem Resolution – Consult with internal and external customers and to identify computer problems. Resolve identified hardware and/or software problem or provide proper referral for problem resolution. Resolution of identified problem should be completed in a timely manner.
Computer Support: Hardware and Software Installation – Install university supported hardware and/or software for end user. Installation of requested hardware/software should be installed in a timely manner. Share installation problems/procedures with supervisor and team members.
Project Management: – Participate as a project team member on information technology projects involving campus wide ITCS and client departments. 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 (internal to ITCS and external to departmental users) completion/assessment.
Professional Development: – Enhance team knowledge through conducting or participating 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.
Documentation and Administration: – 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.
Duties require On-Call responsibilities.

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
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.
License or Certification required by statute or regulation
None
Preferred Experience, Skills, Training/Education
Experience with:
Troubleshooting, configuring, and supporting Windows, Mac, and Linux Operating Systems
Troubleshooting and supporting various desktop and mobile computer systems
Computer installation/configuration
Client-server applications
Troubleshooting networking in a university environment
Providing end-user support
Various software applications (Microsoft Office 365, Adobe, etc)
Antivirus Software
Supporting, configuring, and troubleshooting Outlook email
Participating in projects related to desktop support
Microsoft Active Directory
License or Certification required by the Department
None
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.