Pirate Techs - Service Desk Technician

Position Overview

Job Title: Pirate Techs - Service Desk Technician

Position Number: 907032

Vacancy Open to: All Candidates

Time-Limited: No

Department Homepage: (Use the "Apply for this Job" box below)./

Advertising Department: ITCS CLIENT ENGAGEMENT AND SUPPORT

Division: Administration & Finance

Classification

Title:

12247 Technology Support Technician

Competency Level: 2 - Journey

Working Title: Pirate Techs - Service Desk Technician

Number of Vacancies: 1

Full Time Equivalent (FTE): 1.00

Full Time or Part Time: Full Time

Recruitment Range: $36,094 - $68,161

Anticipated Hiring Range: $45,100 - $53,079

Salary Grade Equivalency: DT03

Work Schedule: M-F

Work Hours: 8-5pm

Position Location (City): Greenville

Job Category: Staff - Information Technology

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 Pirate Techs/Service Desk team is responsible for providing technology support services to the university community. These services are provided remotely via phone, email, and tickets that span across many systems and applications.

The purpose of this position will be to provide a centralized point of contact for all East Carolina University administrators, faculty, staff and students and other designated clients as defined by the CIO and the needs of the University. This position will respond to information technology-related problems received by phone, web, and e-mail on a variety of support issues which includes but not limited to security management, e-mail configuration, network connectivity, remote printer administration, and desktop applications.

Using technical guidelines, this position will be responsible for analyzing, diagnosing, consulting, providing first contact resolutions and direction assistance. This position will record and track those problems using specialized software, recognize and act on situations to prevent problems and report problem trends and non-routine issues to management. Unresolved problems are escalated to the next level of appropriate support.

Phone Support: Provide first level phone support of basic and routine to relatively complex issues using technical documentation, training and other resources;
Provide problem analysis, diagnostic techniques, consulting, first contact resolution, and direction assistance on a wide range of information technology related problems to include but not limited to security management (i.e., password resets, account locks, security question resets), e-mail configuration, network connectivity, printer administration, web applications, Banner, and desktop applications;
Log and track service calls via specialized software;
Escalate unresolved and non-routine problems to the next level of support.

Email and Ticket Monitoring: Manages, responds and follows-up on e-mails and tickets, and provides online support to customers using web-enabled service requests and problems. Maintains internal documents, such as training documents and technical specifications;
Develops educational and specialized documents for the client community;
Contributes to the development of the Pirate Techs web site containing customer support information.

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…