East Carolina University — Tech Support Analyst-Advanced

Vacancy #:  952757
Recruitment Range-$32,473-$84,821
Anticipated Hiring Range-$64,407-$65,000
Closing Date:  04/25/2022

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.

Client Engagement and Support aids and collaborates with students, faculty, and staff across campus to provide IT services and resources. This unit delivers leadership and support for educational technologies that includes learning management systems; audiovisual (A/V) and videoconferencing technology within classrooms and conference rooms – coupled with telemedicine support; device (computer) support for students, faculty and staff; campus computer labs; enterprise research application tools; augmented/virtual reality solutions (AR/VR); and other emerging technologies. This unit also delivers project management, communications, and technical instruction to ensure IT and University projects and services are delivered successfully while keeping the ECU campus community informed of the latest IT technologies, tools, upgrades and initiatives available to the university.

By providing leadership in all façades of technology we aim to improve the teaching, learning, research, and distance education experience across the institution. Our staff prides itself with supporting the campus community by providing relevant and up to date technology training, and to ensure we are adhering to and executing on the best practices of securing institutional data, IT Accessibility, and integrating Universal Design for Learning.

Client Engagement and Support consists of the following teams: Learning Platforms; Student Services (Computer Labs and Pirate Techs); A/V Design and Engineering; Client Services and Support (A/V Services and Support, Research and Multimedia Services, Technology Services and Support and IT Asset Management); Project Management Office; Communications and Technical Instruction; Service Management (Help Desk and Desktop Technologies Support) and ITSM & PPM Services and Support.

Client Services & Support (CSS) is a member of the Client Engagement & Support (CES) unit within Information Technology and Computing Services (ITCS). This team collaborates with faculty, staff, and students to provide resources and support for educational technologies including but not limited to audiovisual technology in conference rooms and classrooms, clinical and proctoring recording support, instructional technology consultants (ITC) for Brody, managing software licensing and contracts, technology support for Laupus Library, video conferencing including the support of telemedicine, research tools such as Qualtrics and Redcap, multimedia services including virtual reality, and other emerging technologies.

Job Duties

This position provides tier 3 (advanced) audio visual (AV) support for general classrooms, teaching labs, conference rooms and other instructional spaces. This position will serve as a resource to team members and distributed IT across campus on advanced troubleshooting and training of system configurations. This position in collaboration with other staff will develop and maintain AV system standards to create and provide support for a reliable AV infrastructure. In addition, this position will serve as a resource to current and future enterprise AV/IT projects.

This position will provide advanced technical systems support including operations, maintenance, videoconferencing support (including support for telemedicine), and replacement projects of multi-room component, replacements with new hardware that requires specialized skills to setup, configure and commission. This includes equipment such as Cisco codecs, Crestron processors and signal management, BiAmp DSP, microphones, amplifiers, lecture capture, speaker systems, video screens, projectors, video monitors, recording equipment, AV cables, and AV terminations across west campus. Some of these projects will be planned annual projects others will be to update equipment with premature failures or defects.

This position will assist in keeping equipment used for maintenance and operation in stock and ensure that there is adequate equipment available in the event of equipment failure in the classrooms. This position will maintain environmental health and safety standards.

This position will stay abreast of current classroom technology and cooperate with other members of the AV Services and Support Team to develop training and reference materials for hardware and software used for instruction in classrooms. This includes print & electronic reference materials, group, and one-on-one training.

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

Associate’s 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. Advanced level requires an additional two years of experience.

Preferred Experience, Skills, Training/Education

  • Bachelor’s Degree in Computer Science, Information Technology, or closely related field
  • Advanced Skills/Comprehensive Knowledge:
  • Audio/Video equipment including video conferencing, lecture capture, hardware and software, video network resources and a variety of video and audio hardware and software
  • Providing advanced computer technical skills including an in-depth working knowledge of various computer hardware and software and the ability to successfully troubleshoot computer and network problems.
  • Certifications: InfoComm, Crestron, Bi-amp, and Extron
  • Technical Training and Consultation Experience
  • Experience Providing Technical Support
  • Experience Collaborating with and Assessing Needs of Diverse Groups

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

Applications must be received in the Department of Human Resources by the closing date of 04/25/2022 to be considered.  Please submit an online ECU application for vacancy #952757 to ECU Human Resources at http://www.jobs.ecu.edu.

East Carolina University is an Equal Opportunity/Affirmative Action Employer. 

Visit this job posting at https://ecu.peopleadmin.com/postings/50054