Tech Support Analyst

Posting Details

Vacancy Number

S01404

Position Title

Tech Support Analyst

Working Title

Tech Support Analyst

Competency Level

Journey

Dept/School

Randall Library - 30800

Primary Purpose of Organizational Unit

Academic Affairs is the central division for implementing the academic mission of the University of North Carolina Wilmington. Through effective academic policies, practices, and programs, it provides leadership for excellence in teaching, scholarship, and creative work as well as service to local, regional, and global communities. William Madison Randall Library supports the University’s mission through the provision of information resources, services and programs relevant to the needs of its students, faculty and staff. It also serves as a rich cultural resource for the surrounding community and the region. To accomplish this mission, the library provides (1) diverse collections of informational resources in multiple formats and specialized technologies to enable the creation of new knowledge; (2) efficient access to those informational resources and technologies; (3) assistance and instruction in identifying, evaluating and interpreting information; (4) a safe and comfortable facility which stimulates intellectual curiosity and reflective thinking; and (5) programs that connect scholars and interested individuals with information and expertise to inspire lifelong learning. The Randall Library Information Technology and Systems department delivers a broad range of technology and systems support and services for library users (students, staff, faculty, and community visitors) and library operations. The Library provides a significant and expanding online presence, including online search and discovery, research support, information literacy, and digital library services. In addition, the Library maintains a variety of online technologies to support efficient internal library operations.

College

Randall Library - 30800 College

College/School Information

University Information

The University of North Carolina Wilmington, the state’s coastal university, is dedicated to the integration of teaching, mentoring, research and service. Widely acknowledged for its world-class faculty and staff and continuously recognized at a national level for scholarly excellence and affordability, UNCW offers a powerful academic experience that stimulates creative inquiry and critical thinking and a community rich in diversity, inclusion and global perspectives. A public institution with nearly 18,000 students, UNCW offers a full range of baccalaureate- and graduate-level programs, as well as doctoral degrees in educational leadership, marine biology, nursing practice and psychology; and many distance learning options, including clinical research, an accelerated RN-to- BSN program, an Executive M.B.A. program structured for working professionals, and the nation’s only bachelor’s degree program focused on coastal engineering. The university’s efforts to advance research and scholarly activities have earned UNCW the elevated designation of “Doctoral Universities: High Research Activity” institution (R2 University) by the Carnegie Classification of Institutions of Higher Education. UNCW has been part of the University of North Carolina System since 1969.

Location of Workplace

Main UNCW Campus

Brief Summary of Work for this Position

The Tech Support Analyst provides technical support for Randall Library’s desktop and laptop computer hardware and software (Mac and Windows), common peripherals, mobile devices, displays and kiosks, digital makerspace hardware, and networking connections. This position supports the installation and maintenance of equipment for library operations, including, but not limited to, 60 library faculty and staff, 150 computers in public spaces, two classrooms, two service desks, meeting rooms, multiple displays and kiosks, digital makerspace equipment and other library hardware such as overhead scanners and microfilm machines. This position works independently to resolve call/trouble tickets from library staff and faculty and provides setup and configuration of new hardware and software, as well as perform data migration and training on new technologies and equipment. The Tech Support Analyst supports remote working, the utilization of Office products, operating systems, and other software used in the library. This position is also responsible for maintaining the library’s inventory of computers, devices, peripherals and technology-related supplies, including advising on replacement and upgrade schedules. This position may supervise student work assistants.

Minimum Education and Experience Requirements

Graduation from a two year technical college with a major in an Information Technology field and one year in the information technology field related to the position’s role; or graduation from a four year college or university and one year experience in the information technology field related to the position’s role; or graduation from a four year college or university with a major in an Information Technology area

Related information technology experience may be substituted year for year for the required education.

Preferred education, professional skills and experience

• Experience supporting a wide range of software such as Microsoft and Apple operating systems, Microsoft Office, and other utilities and Web-based applications
  
• Experience supporting a wide range of hardware such as laptops, desktops, mobile devices, scanners, printers, displays, raspberry Pi, and emerging technologies such as virtual reality systems and 3D printers
  
• Experience in a university or library setting
  
• Ability to handle multiple projects concurrently and independently
  
• Strong communication, customer service, collaboration, and team member skills
  
• Dell certification preferred
  
• Ability to climb ladder, as well as, lift and carry 30 lbs
  
  Required Certifications or licensure
  
  None
  
  Recruitment Range
  
  $53,000 – $59,000
  
  FTE
  
  1.0 (40 hours per week)
  
  Months Per Year
  
  12 Months
  
  Work Days
  
  Monday - Friday
  
  Work Hours
  
  8:00AM - 5:00PM
  
  Type of Position
  
  Permanent
  
  Anticipated Ending Date if Time-Limited
  
  Position Number
  
  6584
  
  Job Posting Date
  
  07/06/2021
  
  Posting Close Date
  
  07/27/2021
  
  Special Notes to Applicants
  
  PLEASE NOTE : This posting will close at 11:59PM (Eastern time) on the posted closing date. To receive full consideration, please be sure you have fully completed the entire application before you apply for this position. Failure to answer all required questions will cause the system to disqualify your application.
  
  For more info/to apply visit http://jobs.uncw.edu. Applications must be submitted through the online application system to be considered.
  
  You will be required to attach a cover letter and resume to successfully apply for this position. To receive full consideration, please be sure you have completed the ‘Work History’ section of the application before you apply for this position.
  
  This position is being recruited at the Journey level. If no applicants apply who meet the required competency and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market consideration.
  
  EEO Statement
  
  At the University of North Carolina at Wilmington ( UNCW ), our culture reflects our values of inclusion, diversity, globalization, ethics and integrity and innovation and we are committed to providing equality of educational and employment opportunity for all persons without regard to race, sex (such as gender, gender identity, marital status, childbirth, and pregnancy), age, color, national origin (including ethnicity), religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents – except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutorily established eligibility criterion for State funded employee benefit programs. UNCW believes that embracing the unique contributions of our faculty, staff and students is critical to our success and paramount in being recognized for our global mindset.
  
  Eligibility for Employment
  
  Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. UNC Wilmington participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
  
  External Link to Posting
  
  https://jobs.uncw.edu/postings/21050
  Applicant Documents
  Required Documents

1. Resume
2. Cover Letter

Optional Documents Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * How did you learn of this opportunity with UNC Wilmington (2021)?
   • UNCW Website
   • UNCW Facebook Page
   • UNCW Linkedin Page
   • UNCW Twitter Account
   • UNCW Employee Referral
   • Chronicle of Higher Education
   • Craigslist
   • Diverse Issues in Higher Education
   • Glassdoor
   • Higher Ed Jobs
   • Hispanic Outlook
   • Indeed
   • Inside Higher Ed
   • North Carolina Job Network
   • Women In Higher Education
   • Other