Technology Support Analyst (2 vacancies for Hickory Campus)

at  Appalachian State University

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

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.

KNOWLEDGE, SKILLS, & ABILITIES REQUIRED FOR THIS POSITION

• Ability to receive, log and track all calls from users related to problems and questions
• Knowledge of industry-standard desktop computing environment, Windows, MacOS/OSX, iOS and Android operating systems, Microsoft Active Directory, Google Apps for Education, SCCM and JAMF
• Knowledge of AV equipment, specifically Extron Electronics operation, installation, programming and troubleshooting
• Ability to respond to user requests for hardware or software assistance and help troubleshoot and solve problems using advanced client support soft skills, including the ability to prioritize a multitude of tasks with or without direct supervision
• Knowledge of enterprise-level networking and security topics
• Organizational skills to successfully inventory computer equipment and maintain a computerized inventory system; assist with maintaining classroom supplies
• The ability to maintain a positive working relationship with the campus community
• The ability to communicate complex technological concepts clearly and effectively and perform regular maintenance functions to ensure maximum performance and reliability
• Knowledge and familiarity with the IT Service Management Cycle and IT project management
• Ability to develop, enhance and maintain documentation for the classroom/desktop support teams
• Knowledge and familiarity with current Dell and Apple computer hardware
• Ability to schedule maintenance and repair activities
• Willingness to assist in projects as assigned

TECHNICAL KNOWLEDGE:

• Demonstrates substantial working knowledge as demonstrated by an understanding and use of the principles, theories, and practices pertinent to area of responsibility.
• May mentor or train peers and others.
• Knowledge of Extron Electronics A/V equipment (operation, installation, and programming)
• Knowledge of A/V systems (Projector, Video Transport, switching, Document Cameras, Extron Control systems)
• Assists with digital signage support for campus (Scala) Proficient with supporting Mac and PC Operating Systems

Responsibilities of our Technology Support Analysts include but are not limited to the following:

• Provide top-tier customer support by resolving service requests through maintenance, repairs, installations, etc. May include but are not limited to:
• Hardware support, application and network support, and technology planning services.
• Manage the distribution and installation of audiovisual equipment in multimedia classrooms. As well as keep an organized and accurate inventory of the equipment, supplies, and software in the office and the classrooms.
• Maintain and apply specialization in systems administration, client management, network environment, and IT infrastructure units in order to enhance the exchange of IT computing knowledge contextual to both units.
• Research, design, specify and support audio-visual and personal computer classroom equipment to meet the educational mission of Appalachian State University.
• Answer intercom calls from the classroom and leads a team of student employees to assist with the support and maintenance, repair, installation, testing, and monitoring of university-wide instructional computer systems and audiovisual equipment in support of instructional programs, and university special events.
• Assist with multimedia classroom design, control systems, installations, upgrades and maintenance.
• Assist with the selection, installation, integration, maintenance, and upgrade of multimedia classroom computers, software, peripheral equipment, and audiovisual equipment.
• Help with digital signage support and maintain a close working relationship with IT Infrastructure, Academic Technologies, and IT Support on the Boone Campus