Technology Support Analyst (2 vacancies for Hickory Campus)

$50,557 - $64,680/Yr

Appalachian State University - Hickory, NC

Full-time - Entry Level

Hickory, NC

Educational Services

About the position

The Technology Support Analyst position at Appalachian State University is responsible for providing top-tier customer support in the IT department, specifically focusing on technology solutions for faculty, staff, and students. This role involves troubleshooting, maintaining, and installing hardware and software, as well as managing audiovisual equipment in multimedia classrooms. The analyst will also assist with classroom design and support university-wide instructional computing systems.

Responsibilities

• Provide top-tier customer support by resolving service requests through maintenance, repairs, installations, etc.
• Manage the distribution and installation of audiovisual equipment in multimedia classrooms.
• Maintain an organized and accurate inventory of equipment, supplies, and software.
• Research, design, specify, and support audio-visual and personal computer classroom equipment.
• Answer incoming calls from the classroom and lead a team of student employees for support and maintenance tasks.
• Assist with multimedia classroom design, control systems, installations, upgrades, and maintenance.
• Assist with the selection, installation, integration, maintenance, and upgrade of multimedia classroom computers and audiovisual equipment.
• Support Boone campus and Boone campus projects when necessary.

Requirements

• Graduation from a two-year technical college with a major in computer science, information technology, or related area and one year in the information technology field; or graduation from a four-year college or university and one year experience in the information technology field; or graduation from a four-year college or university with a major in computer science or information technology.
• Knowledge of industry-standard desktop computing environments, including Windows, MacOS/OSX, iOS, and Android operating systems.
• Knowledge of AV equipment, specifically Extron Electronics operation, installation, programming, and troubleshooting.
• Ability to respond to user requests for hardware or software assistance and troubleshoot problems using advanced client support skills.
• Knowledge of enterprise-level networking and security topics.
• Organizational skills to successfully inventory computer equipment and maintain a computerized inventory system.

Nice-to-haves

• Knowledge and familiarity with the IT Service Management Cycle and IT project management.
• Ability to develop, enhance, and maintain documentation for the classroom/desktop support teams.

Benefits

• Health insurance
• Paid holidays
• Professional development opportunities
• Flexible scheduling options