Tech Support Technician-Journey - 000436
Tech Support Technician-Journey
Vacancy #: 000436
Recruitment Range: $31,200 - $58,918
Anticipated Hiring Range: $51,487
Closing Date: 03/01/2023
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.
Pirate Techs/Technology Support Center is part of ITCS/Client Engagement and Support and assists clients with IT issues in four different locations on the campus of East Carolina University. This is a team that 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, and remote assistance on tickets that span across many systems and applications.
Job Duties
Provides basic assistance in troubleshooting hardware issues
Assists customers with network connectivity issues
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 viruses and other malware
Assists users with configuring email on their phones and mobile devices
Assists client with resetting their Passphrase and updating their security question questions and changing their phone number
Assists clients with setting up Multi-Factor Authentication and update their information if they receive a new phone.
Creates, manages, responds and follows-up on e-mails and tickets
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
Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and 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. Advanced level requires an additional one year of experience.
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.
Application Types Accepted
For more information and to apply, applications must be received in the Department of Human Resources by the closing date of 03/01/2023 to be considered. Please submit an online ECU application for vacancy # 000436 to ECU Human Resources at http://jobs.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.
East Carolina University is an Equal Opportunity/Affirmative Action Employer.
Visit this job posting at https://ecu.peopleadmin.com/postings/59598