Unit Hardware/Software Support Analyst

University of North Carolina at Greensboro; Greensboro (NC); On-site; USD 55,000 - 70,000; Full time

Job summary

University of North Carolina at Greensboro (UNCG) seeks a Unit Hardware/Software Support Analyst to provide comprehensive hardware and software support for the Bryan School faculty, staff, and graduate teaching assistants. You will maintain equipment inventories, assist with grant-funded research IT needs, and work with multiple ITS teams to ensure smooth operation of teaching and research labs.

The role emphasizes one-on-one support, effective communication with diverse end-users, and adherence

Qualifications

• An Associate’s degree or Bachelor’s degree with IT-related experience as specified.
• Experience providing end-user hardware and software support in university or corporate environments.
• Ability to follow university policies and security standards; strong communication skills.

Responsibilities

• Provide end-user remote and deskside support for faculty, staff, and departmental labs.
• Repair, maintenance, imaging, deployment, and hardware/software problem solving.
• Collaborate with ITS teams and manage support requests in ServiceNow.
• Assist with inventory, asset, and configuration item records as required.
• Support events and departmental moves and special projects.

Skills

End-user support

Deskside support

Remote support

Communication skills

Team collaboration

Education

Associate's degree in Computer Information Technology / Networking / related field

Tools

ServiceNow

Remote desktop tools

Imaging software

Windows OS

Job description

Unit Hardware/Software Support Analyst

Position Number: 002907

University Information

Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.

Primary Purpose of the Organizational Unit

Learning Technology and Customer Success is committed to delivering responsive, high-quality, customer-oriented services, and support that fosters a productive and stable instructional, research and administrative operational environment for the students, faculty, and staff of UNCG. In support of this mission, Information Technology Services (ITS) provides the following Services:

• Acquisition, implementation, management, and support of selected instructional, research, and business software applications, including enterprise-wide learning, research and office use Technologies.
• Maintenance and support of technology equipped learning spaces, open-access computer labs and “Telelearning” facilities.
• Reliable internal and external ITS communication services, including web/mobile application development and support.
• Computer hardware and peripheral device acquisition support, installation, and repair.
• Training, consultation, and direct client assistance for use of technology at UNCG.
• Participation in campus-wide initiatives to assess and meet university information technology needs.

Position Summary

The primary purpose of this position is to provide technology support services to the faculty, staff, and graduate teaching assistants within the Bryan School at UNCG. This includes maintaining the entire inventory of computer equipment for the area, assisting with grant-funded research through the installation, maintenance, problem-solving, and software support of equipment and laboratories, contribute to unit decision making on technological issues, provide one-on-one IT support for faculty, staff, and graduate teaching assistants, maintain unit teaching and research labs, if applicable, and assists with data management and data recovery. Work requires strong communication skills and an ability to effectively interact with a broad range of end-users, with an ability to use a variety of technical resources for providing this support.

Department-specific duties that may be included

• Provide training to faculty and staff on software, hardware, and network systems use in alignment with school and university policies.
• Collaborate with ITS Security to ensure that restricted data (e.g., BLS, DOE, DoD) handled by faculty and staff is managed in compliance with contractual requirements, including oversight of external audits as well as adherence to ITS security standards and university policies.
• Contribute as member of project teams, offering technical guidance and support as needed.

Consulting

• Collaborate with ITS Engineering, Security, Networking, CHiP, and Application Management teams to ensure adherence to ITS infrastructure on the below consulting activities.
• Manage access to and integration of data storage systems within the school.
• Provide consultation on faculty hardware and software needs, including requirements for externally funded grants; identify gaps where standard equipment or software is insufficient, recommend alternatives, and assist with required pre-purchase reviews.
• Design and support the implementation of long-term strategies for customized system functionality (e.g., Consumer Apparel and Retail Studies lab technology, USS and Graduate Programs student data systems, ISSCM specialized educational needs).

Minimum Qualifications

• An Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and three years of experience in the information technology field related to the position’s role; or a Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role; or Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.

Recruitment Range

Salary commensurate with experience

FTE

1.000

Type of Appointment

Permanent

Number of Months per Year

12

FLSA

Non-Exempt

Endpoint Support

Percentage Of Time: 25

• Provide End User remote and deskside support to all Faculty, Staff, and Departmental Lab computers in assigned areas/zones of responsibility.
• Repair / Break / Fix
• Maintenance
• Connectivity
• Printing
• Peripheral / Driver Support
• Access / Rights / Permissions Support
• Catalog Request delivery / implementation
• Imaging / Hardware Deployment
• Participate in other ITSM Process as assigned including Problem, Change, Asset, or Configuration Management activities to name a few.
• Manage work queues to ensure work is completed within required time frames, is thoroughly documented, and is not overlooked or neglected.
• Incidents, Problems, Changes. Requests, Tasks, etc.
• Assist with departmental inventory as needed and update related ServiceNow record types as required, including Asset records and Configuration Item (CI) Records, etc.
• Support of miscellaneous other endpoint devices on the network such as IP telephones, intercom cameras, departmental specific devices.
• Provide support for special events including but not limited to departmental moves, departmental camps, etc.

Consulting Liaison

Percentage Of Time: 5%

• Act as a liaison between Units/Departments and ITS to ensure that needed services are properly understood and defined with a focus on supporting the University in its core mission and adherence to university policies.
• As an ITS liaison to specified UNCG Departments.
• Work with assigned organizational unit(s) to gather detailed Business / IT requirements with a focus on collaborating with ITS Business Analysts, Service Owners, and ITS Security on defining solutions that meet the departmental requirements on non-standard specialized computing needs.
• Collaborate with assigned organizational unit(s) and departmental vendors as needed on specialized computing needs and projects to ensure potential/proposed solutions will work in the ITS environment and adhere to ITS Security Standards.
• Work with ITS departments on the implementation/deployment of non-standard specialized computing solutions. Focus on ensuring through the effort/project that the final solutions goals are met, and the customers’ requirements are achieved. This includes working to limit scope creep and other challenges that could increase cost as well as the likelihood of failure.
• Ensure the final deployed solutions for non-standard specialized computing needs are fully and clearly documented to ensure ongoing supportability once these solutions are live in production.

Collaborate & Participate

Percentage Of Time: 5%

• Employee is required to attend mandatory meetings of the ITS Technical Services group and ITS division.
• Employee may be called upon to attend other meetings related to his/her position.
• Employee will participate in professional development opportunities as determined by the Technical Services department.
• Employee will collaborate and participate with ITS on projects when appropriate.

Divisional policies, procedures and job requirements

Percentage Of Time: 5%

• Follow all Divisional policies and procedures as they relate to your job.
• Comply with all ITS and Institutional policies and procedures.
• Comply with all ITS Security Standards.
• Adhere to the Divisional defined requirements as they relate to your job responsibilities regarding SLA’s, Security, and Asset Management.

Physical Effort

Reading - F, Writing - F, Hearing - f, Talking - f, Sitting - f

Work Environment

Inside - c