What are the responsibilities and job description for the Technology Support Analyst - Journey position at East Carolina University?
Position Number: 938803
Full Time or Part Time: Full Time
Anticipated Recruitment Range
Position Type:
Job Category: Staff - Information Technology
Organizational Unit Overview
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.
The primary purpose of the Green Pod is to ensure the reliable, secure, and consistent operation of campus-wide instructional and student-facing technology environments that are critical to teaching, learning, and academic continuity at East Carolina University. The team provides centralized service and support for computer labs, instructional classrooms, conference rooms, testing centers, and other shared technology spaces across campus.
The Green Pod is responsible for operational execution of large-scale technology initiatives, including annual lab refresh cycles, enterprise operating system upgrades, and deployment of standardized hardware and software configurations. Working in close partnership with Desktop Engineering, Pirate Techs, and other IT pods, the team supports a large, distributed footprint of Windows and macOS systems using enterprise management and automation tools to maintain university standards for security, reliability, and usability.
In addition to day-to-day incident response and service requests, the team plays a critical role in instructional readiness by ensuring classroom and lab technology is fully operational for the start of each academic term, major enrollment events, and testing periods. The Green Pod also manages inventory lifecycle activities, including asset tracking, refresh coordination, and surplus processing, to support fiscal responsibility and compliance.
The team collaborates closely with academic departments, campus partners, student technicians, and Pirate Techs to deliver responsive, high-quality support, while adapting to evolving technologies, expanding service scope, and seasonal workload demands. Through this work, the Green Pod directly enables faculty instruction, student access to required technology, and the overall academic mission of the university.
Job Duties
The primary purpose of this position is to provide comprehensive service and support for campus-wide computer labs, instructional classrooms, conference room technology, testing centers, and other student-facing computing environments. As a key member of the Green Pod, this role directly supports the academic mission of the university by ensuring instructional and collaboration technology is reliable, secure, and ready for use by faculty, staff, and students.
This position supports a large, distributed environment of student and instructional systems by partnering with Desktop Engineering to use enterprise management tools to image, configure, secure, and maintain Windows and macOS devices to university standards. Core responsibilities include hardware and software deployment, peripheral and enterprise printing support, desktop automation and scripting, inventory and surplus management through IT Asset Management systems, and advanced troubleshooting of lab, classroom, and conference room technologies.
The role plays a critical operational function in large-scale initiatives such as the annual computer lab refresh cycle and major operating system upgrades. This position is expected to adapt to evolving technologies, continuously learn new tools, and apply strong problem-solving skills in high-impact instructional environments.
Additional responsibilities include coordinating and supporting student lab technicians, documenting work and outcomes in the service management system, and collaborating closely with campus partners and other IT pods to ensure consistent service delivery.
Project Management - Participate as a project team member on computer lab refresh and instructional technology initiatives, providing support with implementation, troubleshooting, and documentation as required. Provide leadership in the annual refresh and upgrade of Windows and macOS systems, including planning activities, coordinating timelines and resources, and collaborating with internal teams and campus partners to ensure successful and timely project delivery.
Hardware and Software Installation - Install and deploy university-supported hardware and software in laboratories, classrooms, conference rooms, and other supported environments in a timely and accurate manner. Ensure installations meet university standards and documented requirements, and clearly communicate installation procedures, issues, or exceptions with team members and the supervisor to promote consistency and timely resolution.
Consulting and Training - Serve as a support resource for computer labs and related instructional environments by assisting students and lab users with standard support procedures and best practices. Provide guidance and oversight to student workers to ensure tasks and projects remain on track during daily operations and peak demand periods. Develop, maintain, and share how-to guides, reference documentation, and support materials to promote consistency and knowledge sharing across the team.
Documentation - Accurately document all service requests, incidents, and work activities in the ITSM system, including detailed notes of troubleshooting steps, outcomes, and issues encountered. Provide timely team status updates and maintain clear written communication with clients supporting computer labs, classrooms, and related environments. Maintain accurate electronic and physical inventory records for new and existing assets, including lifecycle tracking, surplus documentation, and asset disposition in accordance with university procedures.
Professional Development - Actively enhance team knowledge and capability through participation in and contribution to internal training sessions and knowledge-sharing activities. Identify opportunities to strengthen team effectiveness by working closely with team members to promote cross-training and skills development. Pursue ongoing self-development through relevant educational opportunities to stay current with evolving technologies, tools, and best practices.
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 employees assigned duty station in Greenville, NC.
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.
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 positions role; or Bachelors degree from an appropriately accredited institution and one year experience in the information technology field related to the positions role; or Bachelors 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
Job Close Date: 5/27/2026
Open Until Filled: No
Initial Screening Begins
To apply, visit https://ecu.peopleadmin.com/postings/93796
Copyright 2025 Jobelephant.com Inc. All rights reserved.
Posted by the FREE value-added recruitment advertising agency
jeid-cf6a8d33ee4eb744a33879b0c9417916
Full Time or Part Time: Full Time
Anticipated Recruitment Range
Position Type:
Job Category: Staff - Information Technology
Organizational Unit Overview
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.
The primary purpose of the Green Pod is to ensure the reliable, secure, and consistent operation of campus-wide instructional and student-facing technology environments that are critical to teaching, learning, and academic continuity at East Carolina University. The team provides centralized service and support for computer labs, instructional classrooms, conference rooms, testing centers, and other shared technology spaces across campus.
The Green Pod is responsible for operational execution of large-scale technology initiatives, including annual lab refresh cycles, enterprise operating system upgrades, and deployment of standardized hardware and software configurations. Working in close partnership with Desktop Engineering, Pirate Techs, and other IT pods, the team supports a large, distributed footprint of Windows and macOS systems using enterprise management and automation tools to maintain university standards for security, reliability, and usability.
In addition to day-to-day incident response and service requests, the team plays a critical role in instructional readiness by ensuring classroom and lab technology is fully operational for the start of each academic term, major enrollment events, and testing periods. The Green Pod also manages inventory lifecycle activities, including asset tracking, refresh coordination, and surplus processing, to support fiscal responsibility and compliance.
The team collaborates closely with academic departments, campus partners, student technicians, and Pirate Techs to deliver responsive, high-quality support, while adapting to evolving technologies, expanding service scope, and seasonal workload demands. Through this work, the Green Pod directly enables faculty instruction, student access to required technology, and the overall academic mission of the university.
Job Duties
The primary purpose of this position is to provide comprehensive service and support for campus-wide computer labs, instructional classrooms, conference room technology, testing centers, and other student-facing computing environments. As a key member of the Green Pod, this role directly supports the academic mission of the university by ensuring instructional and collaboration technology is reliable, secure, and ready for use by faculty, staff, and students.
This position supports a large, distributed environment of student and instructional systems by partnering with Desktop Engineering to use enterprise management tools to image, configure, secure, and maintain Windows and macOS devices to university standards. Core responsibilities include hardware and software deployment, peripheral and enterprise printing support, desktop automation and scripting, inventory and surplus management through IT Asset Management systems, and advanced troubleshooting of lab, classroom, and conference room technologies.
The role plays a critical operational function in large-scale initiatives such as the annual computer lab refresh cycle and major operating system upgrades. This position is expected to adapt to evolving technologies, continuously learn new tools, and apply strong problem-solving skills in high-impact instructional environments.
Additional responsibilities include coordinating and supporting student lab technicians, documenting work and outcomes in the service management system, and collaborating closely with campus partners and other IT pods to ensure consistent service delivery.
Project Management - Participate as a project team member on computer lab refresh and instructional technology initiatives, providing support with implementation, troubleshooting, and documentation as required. Provide leadership in the annual refresh and upgrade of Windows and macOS systems, including planning activities, coordinating timelines and resources, and collaborating with internal teams and campus partners to ensure successful and timely project delivery.
Hardware and Software Installation - Install and deploy university-supported hardware and software in laboratories, classrooms, conference rooms, and other supported environments in a timely and accurate manner. Ensure installations meet university standards and documented requirements, and clearly communicate installation procedures, issues, or exceptions with team members and the supervisor to promote consistency and timely resolution.
Consulting and Training - Serve as a support resource for computer labs and related instructional environments by assisting students and lab users with standard support procedures and best practices. Provide guidance and oversight to student workers to ensure tasks and projects remain on track during daily operations and peak demand periods. Develop, maintain, and share how-to guides, reference documentation, and support materials to promote consistency and knowledge sharing across the team.
Documentation - Accurately document all service requests, incidents, and work activities in the ITSM system, including detailed notes of troubleshooting steps, outcomes, and issues encountered. Provide timely team status updates and maintain clear written communication with clients supporting computer labs, classrooms, and related environments. Maintain accurate electronic and physical inventory records for new and existing assets, including lifecycle tracking, surplus documentation, and asset disposition in accordance with university procedures.
Professional Development - Actively enhance team knowledge and capability through participation in and contribution to internal training sessions and knowledge-sharing activities. Identify opportunities to strengthen team effectiveness by working closely with team members to promote cross-training and skills development. Pursue ongoing self-development through relevant educational opportunities to stay current with evolving technologies, tools, and best practices.
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 employees assigned duty station in Greenville, NC.
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.
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 positions role; or Bachelors degree from an appropriately accredited institution and one year experience in the information technology field related to the positions role; or Bachelors 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
- Experience providing face-to-face, phone, web, and email technical support to faculty, staff, and students for a wide range of IT-related issues
- Experience using ticketing systems to create, update, track, and close service requests
- Experience imaging and deploying PC and Macintosh computers to organizational standards
- Experience in installing software, customizing system settings, and configuring peripherals including scanners, printers, and drawing tablets
- Experience refreshing, labeling, and maintaining hardware in supported areas
- 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.
- Unless otherwise identified in the applicable job posting and consistent with University policy, the University will principally employ individuals who reside in the State of North Carolina to the greatest extent practicable. As such, most positions at East Carolina University require employees to live and work in North Carolina (or live within a reasonable daily commuting distance from their duty station) after hire. Candidates should be prepared to relocate within a reasonable, agreed-upon time after an offer of employment has been made and accepted to meet this requirement.
Job Close Date: 5/27/2026
Open Until Filled: No
Initial Screening Begins
To apply, visit https://ecu.peopleadmin.com/postings/93796
Copyright 2025 Jobelephant.com Inc. All rights reserved.
Posted by the FREE value-added recruitment advertising agency
jeid-cf6a8d33ee4eb744a33879b0c9417916