Technology Support Analyst

Are you ready to make an impact? At North Carolina Central University ( NCCU), we are more than an institution-we are a community rooted in a legacy of excellence and transformation. A historically Black university located in Durham, North Carolina, also known as 'The City of Medicine,' NCCU has been a cornerstone of education since 1910, fostering innovation and progress.

Join our team and enjoy a comprehensive benefits package and exclusive perks designed to support your work-life balance. At NCCU, your professional growth will be nurtured, and your contributions will help shape the future for our students and the community we serve. Become part of a legacy that drives change and achievement.

An opportunity awaits you at NCCU, where your purpose can take flight.
Visit NCCU.edu.

The purpose of the Eagle Technical Center ( ETC) is to be the single point of contact for NCCU's faculty, staff and students to assist with the troubleshooting and repairing of the personal devices (computers, tablets, telephones), software, and more. ETC serves as the frontline of support for technology issues within library open usage labs and laptops.

The primary purpose of this position is to serve as a member of the NCCU ITS Client Services team. The position responsibilities include providing service and support for desktop and mobile computer systems, including troubleshooting, hardware/software configuration, desktop automation, and new technology research and development. The selected candidate will learn new tools and develop advanced skills as project needs and technology change and will need to be adaptable, with a highly advanced troubleshooting skillset. This position will also assist with phone screen repairs, student printing support, Makerspace supervision, and support and library lab support. This position is also responsible for new technology research and development. This position will deliver excellent customer service skills and be a top rate problem solver

Certificate or associate's degree in a technology field or at least 2 years of computer repair and troubleshooting experience in an industry such as higher education. At least 2 years of experience in a technical support or customer service role are desired. At least 1 year of entry level project management experience. Exemplify strong attention to detail. The ability to understand and brainstorm creative solutions to complex problems is essential. Must have strong time management skills and work productively with minimal supervision. Familiarity and understanding of the functions of basic computer hardware and software. Must have sound analytical thinking skills and attention to detail.

Must be able to handle complaints and objections and resolve conflict. Excellent interpersonal, verbal, and written communication and organizational skills are essential. A collaborative attitude and the ability to explain technical problems in layman's terms are a must. Must embody a "can-do" attitude.

Associate's degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor's degree and one year of experience in the information technology field related to the area of assignment; or bachelor's degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.

N/A

North Carolina Central University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

Perform desktop/laptop application, hardware and software diagnostic, trouble shooting and problem resolution. Perform desk-side service of customer, including and up to, troubleshooting, testing/diagnostics, machine setup, upgrades/improvements, preventative maintenance, virus and spyware removal and repair telephone screens. Assist with student printing program. Manage and direct activity for Makerspace, and support and library lab support.

Create and maintain accurate and timely record of all problem tickets. New technology research and development.

Provide document of activities

Other duties as assigned.

For employment/re-employment priority, this vacancy is treated as Pay Plan Conversion IT03.