Job description

The primary location of this position is the main Cullowhee, NC campus.
This position works Monday – Friday 10am-7pm

The position support will be responsible for serving as the Queue Manager at the service desk, triaging self-service, email, and walk-up assistance. During this shift you will engage with students, faculty, and staff to fulfill their needs for equipment checkout, Tier I and II IT support, 3D Printing, network assistance, software/hardware support, technology training, account management, and more.

In addition, this analyst is responsible for coordinating our very successful equipment checkout program, which provides patrons of the university access to a variety of technologies for personal or professional use free of charge. This position will inventory and maintain our catalogue of equipment, manage usage and late fines, track utilization data, and assist in research and purchase of emerging needs within the program.

Lastly, the analyst will work with our other after-hours analyst to provide Priority One Coverage for the university after hours and during holidays and breaks. This analyst is a critical piece of allowing our university to continue to function and provide excellent service to patrons of the university year-round.

This position will also be responsible for all other duties as assigned due to changing workloads or schedules.

Knowledge, Skills, & Abilities Required for this Position

Strong customer service skills, including but not limited to:
Empathy
Positivity
Patience
Demonstrated excellence in clarity of communication (verbal, written, relational)
willingness to learn
Demonstrated experience with call centers, phone support, deskside support, or direct customer support
Demonstrated experience with identifying, researching, and resolving technical problems

Additional experience, knowledge, skills, and abilities include:
Demonstrated commitment to collaborative teamwork
Solid organizational and time management skills
Good understanding/Technical experience with, but not limited to:
Windows and macOS
Microsoft 365
Android and iOS
Networking
Supporting an LMS, such as Canvas
Using a service desk management application for ticket tracking
Knowledge Management best practices and use
Ability to handle special projects and tasks with little to no oversight

Minimum Qualifications

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 Qualifications

Preference will be given to applicants with:
– Experience working in a college or university computing environment
– In-depth experience using Cherwell Service Management, TeamDynamix project management, SCCM, Bomgar, JAMF, Avira, Office 365, and WebCheckout applications.
– Experience working in a technology support function such as a help desk or service center

• Knowledge of wireless devices and how they work
• Working knowledge of 3D Printing and Modeling

Anticipated Hiring Range $45,500 - $50,500
Position Type Permanent Full-Time
Number of Hours per Week 40
Number of Months per Year 12
Salary Band Range $32,473 - $81,000
Salary Grade For administrative purposes during the implementation of Career Banding, this contributing level position is considered a Salary Grade 70.
Posting Text

Open Date 05/02/2023
Close Date 05/09/2023
Open Until Filled No
Special Instructions to Applicants
Applicants must apply online in order to be considered.

Please include a cover letter, resume, and a list of references (with complete contact information).

Applicants must upload a DD-214 if claiming Veteran’s Preference.

PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.

If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants. Effective October 1, 2015 all new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).

Background/E-Verify
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.

Credential Verification
All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.

AA/EOE
Western Carolina University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race; color; religion; sex; sexual orientation; gender identity or expression; national origin; age; disability; genetic information; political affiliation; National Guard or veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Additionally, the University promotes the realization of equal employment opportunity for minorities, women, persons with disabilities, and veterans through its affirmative action program.
Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.

University Safety
The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.

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