Posting Details

　　Position Information

　　Position/Classification Title Technology Support Technician

　　Working Title Technical Support Technician

　　Competency Level Journey

　　Position Number 319974

　　Salary Grade Equivalent 63/IT01

　　FLSA Non-Exempt

　　Appointment Type Time Limited - Full Time

　　FTE 1 = 40 hours/week, 12 months

　　If time limited, duration date 09/30/2023

　　Department Hiring Range $53,079 - $55,000

　　EEO-1 Category Professionals

　　SOC Code 15-1199 - Computer Occupations, All Other

　　Position Overview

　　Primary Function of Organizational Unit

　　The Department of Nursing emerges from the challenge to meet the manpower needs for quality health care locally, nationally and globally. The role and scope of the Department of Nursing are reflected in the characteristics of selected learning environments and their ability to enhance individual productivity in a changing society. The Department of Nursing provides essential service to improve the quality of life for all people through quality educational programs, research, scholarly endeavors, and community service.

　　Primary Purpose of Position

　　The primary purpose of this position to provide on-site technical support to nursing faculty, staff, and students; the job function will include supporting smart classroom technology and simulation based technology.

　　Required Knowledge, Skills, and Abilities

　　The successful candidate must possess a working knowledge of supporting a variety of computer hardware, software and networking technology; knowledge of a Help Desk operation supporting over a 100 customers; knowledge of a ticketing system and LMS software; experience; knowledge in troubleshooting hardware/software for desktop computers, laptops, iPads, android devices, scanners, printers, projectors, and copiers; experience working with various operating systems – Windows, OS X, Android, and Linux; knowledge of troubleshooting issues involving Microsoft Office Professional Suite, Blackboard, and Canvas; ability to organize and prioritize work; excellent analytical and organizational skills along with written and oral communication skills; excellent customer service skills; ability to work under stress; ability to work as a team player and work independently; ability to exercise excellent problem management skills; ability to analyze difficulty/complicated situations with careful attention to detail; ability to provide strong proactive and creative problem-solving skills; ability to effectively handle and manage multiple tasks within specific time frames; ability to easily and positively adjust to changing priorities and department processes; ability to manage persons onsite and remotely; ability to follow oral and written instructions accurately; ability to manage time and work flow to meet schedules; ability to express ideas and technical subject matter clearly and concisely.

　　Minimum Education/Experience

　　High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience.

　　All degrees must be received from appropriately accredited institutions.

　　Licenses or Certification required by Statute or Regulation

　　N/A

　　Equal Opportunity Employer

　　North Carolina Central University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

　　Work Hours Monday - Friday

　　Position required to work during periods of adverse weather or other emergencies No

　　Campus Security Authority Designated Position Yes

　　Key Responsibilities and Related Competencies

　　Required Competency Planning and Organizing

　　Duties

　　Provide basic to intermediate level telephone support to department faculty, staff, and students as well as hands-on support for issues that require face-to-face interaction. Track and monitor reported issues using ticketing system. Provide documentation on reported issue and troubleshooting steps taken to resolve the issue.

　　Develop strategic planning processes that align with the goals of the Department of Nursing. Implement and monitor various IT solutions that are data driven and allow strategic decision making.

　　Required Competency Project Management

　　Duties

　　Plan, coordinate and participate in the implementation of new software and hardware technology for the department. Serve as a liaison in communicating technical plans to the ITS Department.

　　Review current IT infrastructure and develop a strategy to align our existing technology within the hospital lab, classroom, simulation lab, and clinical practice.

　　Identify and prioritize the IT projects that deliver ROI

　　Required Competency Technical Knowledge

　　Duties

　　Assist with the set-up and operation of technical equipment when needed by faculty, staff, and students.

　　Collaborate with service vendors in maintenance and repair of simulation equipment.

　　Communicate with IT vendors with issues involving their equipment and provide troubleshooting steps taken to resolve the issue.

　　Required Competency Technical Solution Development

　　Duties

　　Research new technologies and provide new ideas and concepts for improving processes using technology in the department

　　Ability to develop a Standard Operating Procedure for classroom and lab technology. The SOP should allow a novice to quickly learn the process of operating classroom and lab technology.

　　Required Competency Technical Support

　　Duties

　　Work with faculty/staff to identify computer problems and advise on solutions. Utilize prior reports within the ticket management system to spot common trends and underlying technical issues. IT support should be able to resolve issues at level 1 and 2. Communicate with ITS on issues requiring level 3 support.

　　Maintain an inventory of the department technical assets. Be able to identify the location and condition of all technical assets.

　　Preform the required steps to surplus old technology and maintain records to identify end of life for technology.

　　Required Competency Consultancy Skills

　　Duties

　　Advise supervisor as to the status of current technical activities. Make recommendations for solutions to technical problems identified.

　　Be able to react and adapt to a changing environment and modify our technology to meet student and faculty needs.

　　Posting Detail Information

　　Posting Number SPA01282P

　　Open Date 10/17/2023

　　Close Date 01/28/2024

　　Special Instructions to Applicants

　　Applicant Documents

　　Required Documents

　　Resume/CVOptional Documents

　　Cover Letter

　　Unofficial Transcripts (official required from selected candidate)

　　DD-214 (for Veterans Only)

　　List of References

　　Supplemental Questions

　　Required fields are indicated with an asterisk (*).

　　*How did you learn about this job opening?

　　Direct E-mail

　　Referral

　　NCCU Careers Website

　　Other Website (please specify):

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