Technology Support Analyst - Journey

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 facades 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 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.

This position provides Tier 1 and 2 (intermediate) audiovisual (AV) support for general classrooms, teaching labs, simulation labs, conference rooms and other instructional spaces on the Health Sciences Campus. This position will work with team members and BSOM teaching faculty, staff, and students on troubleshooting and training of AV 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. This position will provide technical AV systems support including checking AV equipment operations daily before classes, preventative maintenance, videoconferencing support, replacements with new hardware that requires specialized skills to setup, configure and commission. This includes equipment such as Extron and Crestron processors and signal management to include audio and video over networks, QSC and Biamp Digital Signal Processors, microphones, amplifiers, lecture capture, speaker systems, video screens, projectors, video monitors, recording equipment, AV cables, and AV terminations within the BSOM. Some of these projects will be planned annual projects others will be to update AV equipment with premature failures or defects.

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

This position will assist with IT asset management and maintaining equipment stored in all AV Services & Support Team controlled areas. This position will assist in the receiving, warehousing, and distribution of all hardware that the team purchases for BSOM teaching spaces.

BSOM AV Services and Support

AV Inventory

Other Duties as Assigned

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.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee's assigned duty station in Greenville, NC.

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.

NA

* Experience in the information technology field related to the area of work is beneficial.
* AV industry certifications such as InfoComm CTS, Crestron, Bi-amp, and Extron are preferred and beneficial
* In-depth knowledge and understanding of the capabilities of associated video conferencing, lecture capture, hardware and software, video network resources and a variety of video and audio hardware and software
* Experience 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
* Excellent interpersonal and communication skills to coordinate projects and support a university community
* Ability to establish and maintain effective working relationships, multi-task and manage time effectively, and provide excellent customer service
* Ability to work independently, without close supervision
* Problem solving, critical thinking, and project management skills

NA

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on budget, UNC salary administration, and/or candidate qualifications.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

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.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.