CLASSIFICATION TITLE: Technology Support Analyst

WORKING TITLE: IT Analyst, Morganton Campus

DEPARTMENT: ITS

POSITION LOCATION: Morganton

POSITION NUMBER: 65035942

POSTING DATE: 11/4/2022

CLOSING DATE: 11/28/2022, 5:00 p.m.

POSITION TYPE: Permanent, SHRA, 12-month, FLSA non-exempt

HIRING SALARY RANGE: $58,576 - $65,084

NCSSM and the Information Technology Services department foster an environment of collaboration across departments and divisions and support community-engaged service and research. NCSSM is proud of the diversity of its student body and we seek to attract an equally diverse applicant pool for this position. NCSSM is an equal opportunity and affirmative action employer, and we are strongly committed to increasing faculty and staff diversity. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. If you are an individual with disabilities requiring accommodations in the application and interview process, please contact us at hr@ncssm.edu.

Description of Duties:

Help Desk Support

• Staff Tier I Help Desk location in Library
• Provide support as needed, both remotely and in-person
• Maintain comprehensive records and reporting in ticketing system
• Supervise students assisting at Help Desk
• Interface with vendors and administrative assistants for managing subscriptions, renewals, and ordering for Help Desk

Endpoint Management

• Provide imaging and device deployment
• Manage Windows and Mac inventories and management systems (Jamf Pro and Endpoint Central)
• Perform patching and preventative maintenance
• Perform remote and on-site software deployment

IT Monitoring and Security

• Provide real-time monitoring of network tools (VMware Edge Network Intelligence)
• Assist in monitoring, patching, and securing servers and applications
• Assist management and review of endpoint protection tools, including tracking and remediation

Account Management

• Assist in account creation and maintenance in NCSSM’s Active Directory and Google Workspace environments
• Populate additional system databases, such as the Student Information System (SIS), Canvas, Office 365, Zoom, Rave, etc.
• Function as account liaison for the state’s BEACON system

Instructional Technology

• Provide IT support for classroom and conference room equipment, including hardware, software, and networking
• Support AV for remote meetings, and for applications used for those meetings, including Zoom and Google Meet

Google Workspace and Systems Support

• Provide management, support, and training for Google Workspace accounts and apps

LMS and SIS Support

• Provide secondary support of LMS (Canvas) used by all school programs
• Provide account, sign-in, and troubleshooting support for SIS (Blackbaud Education Management)

On-call Support

• Provide emergency support as-needed
• Provide special event support (rare)

Knowledge, Skills, and Abilities:

• Experience working in an academic environment
• Excellent communication and customer service skills
• Working knowledge of operating systems including Windows, macOS, Chrome OS, iOS, and Android
• Knowledge of deploying, managing, supporting, and securing enterprise-wise hardware and software
• Great troubleshooting and diagnostic skills supporting a wide range of IT issues
• Knowledge of cloud-based enterprise messaging and collaboration solutions, in particular Google Workspace and Zoom
• Prior experience with Microsoft technologies, such as Active Directory, Azure AD, Office 365, and both Windows and Windows Server administration
• Experience with supporting Apple technologies, including macOS and iOS
• Comfortable with deployment and support of technology and networking in classrooms, conference rooms, and ability to support remote meetings
• Familiarity with Learning Management Systems (such as Canvas), including basic management and support
• Engaged in continuous learning and able to develop proactive solutions to issues
• Comfortable climbing a ladder unassisted and carrying 25 lbs of equipment

Minimum Education and Experience:

Graduation from a two-year technical college or from a four year college or university with a major in information technology or a related field and one year in a technology field related to the position’s role. Related information technology experience may be substituted year-for-year for the required education.

Preferred: Bachelor’s degree in a technology or related field and 3 or more years of experience in a field related to the position’s role.

Team NCSSM Benefits

Vacation: Earn from 14 days to 26 days per year based on years of state service. Leave is earned monthly.

Sick Leave: 12 days per year.

Additional Leave: Family Medical Leave (FMLA), Paid Parental Leave (PPL), Civil Leave, Extended Illness, Short/Long Term Disability, Family Illness Leave, Military Leave, Community Service Leave, Voluntary Shared Leave, and Leave Without Pay.

Holidays: 12 days per year

Tuition Waiver: Three courses per academic year tuition free (at any of UNC 17 campuses that offer courses) for permanent full-time employees contributing to the retirement system. Under Educational Assistance, tuition reimbursement may be available for attendance at Community Colleges provided courses taken pertain to current job or upgrades current job skills.

State Employees Credit Union: Membership welcomed. Contact the SECU Credit Union for information.

Community Service: 24 hours leave credited each calendar year (prorated for part-time) unless you choose the Mentoring/ tutoring option – 1 hour each week up to a max of 36 hours that schools are in session as documented by the elected board of the local education agency or the governing authority of any non-public school.