What are the responsibilities and job description for the Technology Support Analyst - Journey position at East Carolina University?
The primary purpose of this position is to provide dedicated technical support for Mac devices across the university as part of the White Team (Mac Support). This role delivers advanced support for faculty and staff by configuring Mac computers, resolving software and connectivity issues, and supporting accounts, printers, and network access. The position uses a strong working knowledge of macOS and Apple hardware to troubleshoot common enterprise applications.
This position responds to and resolves IT support requests both remotely and in person, documents issues and solutions within enterprise ticketing systems, and contributes to user documentation and training materials. By providing consistent, specialized Mac support, this role is essential to maintaining service quality, reducing escalations, and supporting the goals of the redesigned IT support model.
Set up and configure new Macs (laptops and desktops), including imaging, operating system configuration, security settings, and installation of standard and specialized software. Independently assess user needs and device use cases to ensure systems are configured according to ECU standards and departmental requirements and provide initial user orientation as needed.
Provide support for user accounts, printers, and network connectivity issues, including diagnosing authentication, printing, and wireless access problems. Work with centralized IT teams as needed to resolve issues while maintaining clear communication with customers throughout the resolution process.
Document issues, troubleshooting steps, and resolutions in enterprise ticketing systems such as Salesforce and TeamDynamix (TDX). Ensure documentation is clear, complete, and reusable to support knowledge sharing and improve consistency of service delivery across the support team.
Respond to and resolve IT helpdesk tickets both remotely and in person, prioritizing work based on impact and urgency. Serve as a consistent point of contact for customers, demonstrating professionalism and sound judgment. Manage multiple concurrent requests with minimal supervision.
Prepare and maintain user-facing documentation and basic training materials related to common technology tasks and issues. Contribute to improving support processes by identifying recurring problems and recommending updates to documentation or procedures.
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 may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.
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.
This position responds to and resolves IT support requests both remotely and in person, documents issues and solutions within enterprise ticketing systems, and contributes to user documentation and training materials. By providing consistent, specialized Mac support, this role is essential to maintaining service quality, reducing escalations, and supporting the goals of the redesigned IT support model.
Set up and configure new Macs (laptops and desktops), including imaging, operating system configuration, security settings, and installation of standard and specialized software. Independently assess user needs and device use cases to ensure systems are configured according to ECU standards and departmental requirements and provide initial user orientation as needed.
Provide support for user accounts, printers, and network connectivity issues, including diagnosing authentication, printing, and wireless access problems. Work with centralized IT teams as needed to resolve issues while maintaining clear communication with customers throughout the resolution process.
Document issues, troubleshooting steps, and resolutions in enterprise ticketing systems such as Salesforce and TeamDynamix (TDX). Ensure documentation is clear, complete, and reusable to support knowledge sharing and improve consistency of service delivery across the support team.
Respond to and resolve IT helpdesk tickets both remotely and in person, prioritizing work based on impact and urgency. Serve as a consistent point of contact for customers, demonstrating professionalism and sound judgment. Manage multiple concurrent requests with minimal supervision.
Prepare and maintain user-facing documentation and basic training materials related to common technology tasks and issues. Contribute to improving support processes by identifying recurring problems and recommending updates to documentation or procedures.
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 may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.
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.
Minimum Education/Experience
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.
License or Certification required by statute or regulation
None
Preferred Experience, Skills, Training/Education
The following experience is highly preferred:
- Strong technical aptitude and experience providing basic IT support for Mac users — highly preferred
- Experience setting up and configuring new Mac workstations (laptops and desktops)
- Troubleshooting Apple products and common macOS issues (Sonoma, Sequoia, and Tahoe)
- Strong understanding of macOS, including System Settings and Finder
- Resolving basic software issues, including Microsoft Office 365 for Mac, Adobe Creative Cloud, Cisco Secure Endpoint, VPN, Google Chrome, Firefox, and other applications
- Supporting user accounts, printers, Wi-Fi, Ethernet, and general network connectivity
- Responding to and resolving IT helpdesk tickets both remotely and in person
- Documenting issues and solutions in ticketing systems such as Salesforce and TDX
- Delivering user training and preparing documentation and training materials
- Communicating effectively with end users
Preferred Certification:
- Apple Certified Support Professional (ACSP) or similar credential
License or Certification required by the Department
None
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.
Job Open Date
03/20/2026
Job Close Date - Positions will be posted until 11:59 p.m. EST on this date; If no closing date is indicated, the position will be posted until filled and may close at any time after the recruitment has been completed.
04/03/2026
Open Until Filled
No
Quick Link for Direct Access to Posting
https://ecu.peopleadmin.com/postings/92326
Alternate option
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.
Nondiscrimination Statement
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.
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.
Eligibility for Employment
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.
Department for People Operations, Success, and Opportunity
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.