Technology Support Analyst

Posting DetailsPosition InformationPosition / Classification Title Technology Support AnalystWorking Title Technology Support AnalystCompetency Level JourneyPosition Number 201978Salary Grade Equivalent IT03FLSA Non-ExemptAppointment Type Permanent - Full TimeFTE 1 = 40 hours / week, 12 monthsIf time limited, duration dateDepartment Hiring Range $32, 473 - $53, 487EEO-1 Category TechniciansSOC Code 15-1151 - Computer User Support SpecialistsPosition OverviewBe an Eagle - Where Purpose Takes Flight!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 .Primary Function of Organizational UnitThe 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.Primary Purpose of PositionThe 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 solverRequired Knowledge, Skills, and AbilitiesCertificate 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.Minimum Education / ExperienceAssociate’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.Licenses or Certification required by Statute or RegulationN / AEqual Opportunity EmployerNorth 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.Work HoursPosition required to work during periods of adverse weather or other emergencies NoCampus Security Authority Designated Position YesKey Responsibilities and Related CompetenciesRequired Competency Technical SupportDutiesPerform 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.Required Competency Technical KnowledgeDutiesCreate and maintain accurate and timely record of all problem tickets. New technology research and development.Required Competency Planning and OrganizingDutiesProvide document of activitiesRequired Competency"Client / Customer Service "DutiesOther duties as assigned.Posting Detail InformationPosting Number SPA00912POpen Date 12 / 13 / 2024Close Date 01 / 06 / 2025Special Instructions to ApplicantsFor employment / re-employment priority, this vacancy is treated as Pay Plan Conversion IT03.Applicant DocumentsRequired DocumentsList of ReferencesOptional DocumentsResume / CVCover LetterDD-214 (Veterans Only)Supplemental QuestionsRequired fields are indicated with an asterisk (

• Explain your working knowledge of troubleshooting IT issues.(Open Ended Question)
• Explain what exceptional customer service.(Open Ended Question)1801 Fayetteville St., Durham, NC, 27707 / / 919-530-6334 / / © 2015 NORTH CAROLINA CENTRAL UNIVERSITYTo ensure the security of your data, you will be logged out due to inactivity in 3 minutes at.Any data not saved will be lost.Click 'OK' to keep your session active.

Salary : $32,473 - $53,487