Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.
Degrees must be received from appropriately accredited institutions.
The role of a Frontline Technology Support Analyst is to provide basic to intermediate help desk support by troubleshooting technology solutions for students, faculty, and staff via phone calls, chat, as well as in-person via the walk-in Technology Support Center and Library Tech Zone.
Frontline Technology Support Analysts provide phone support for all users to ask questions or report problems with on-campus machines as well as their personal machines. Office and residence hall visits are made by consultants when necessary. Frontline Technology Support Analysts provide consulting support to assist with configuring and purchasing new computers, printers, peripherals, and other technology devices for office as well as home use. They will also provide consulting services for classroom technologies across the university.
- Working with users on a one-on-one level to determine the source of technical problems and find workable solutions.
- Supporting Windows and Mac OS, mobile devices, and their supported applications.
- Supporting Google Apps for Education, ASULearn, Banner, Microsoft System Center Configuration Manager (SCCM), and Printing.
- Demonstrating a working knowledge of the supported applications on campus.
- Participating in training as appropriate as well as engaging in active learning from other members of the Help Desk and ITS area as issues and solutions arise.
- Working with other members of the library and IT Support to ensure users are informed and trained on solutions to problems as they occur.
- Providing phone support for current students, incoming students, and the parents of incoming students.
- Supporting Parent Portal, MyApp, Account setup and Information about access to services.
- Paper Cut Print Management
- Mac and Windows OS
- Mac iOS and Android
- G Suite for Education
- MS Office
- Moodle Learning Management System
- Banner
- Wireless setups and configuration
- Authentication systems and password management
- Familiarity with a variety of campus and departmental services that can be found in our online service catalog.
- Familiarity with basic computer imaging, docking stations, printers, VoIP phones, network hardware, gaming systems, streaming devices, and external storage media.
- Four-year degree from an accredited institution.
- Experience working in a higher education academic environment.
- Extensive knowledge of Microsoft and Mac operating systems.
- Experience with printers and print management solutions.
- Experience with Google Apps for Education, Microsoft Office 365, Zoom, Moodle, and smartphones.
Typical physical demands of a professional position, with the ability to move computers, printers, TVs, monitors, and other related technology.
All duties performed with or without reasonable accommodation.
Assist with leading the management and support of a managed copier and printer services program at Appalachian State University. The person in this position will help the IT Support department engage the campus and help implement strategies to reach the following stated goals within the University's Strategic Plan: Copier use reduction: 10% by '16-17 Desktop printer reduction: 20% by '16-17 Paper consumption reduction: 25% by '16-17 Works closely with the Office of Sustainability to develop ways to engage campus in helping us meet our strategic plan goals. Help with the efforts of the expansion of our Pharos print management solution to include the Pharos Uniprint management product on the majority of Sharp MFPs across campus. Works with the Office of the CIO and budget office to help with departmental reporting. User-level print quota management (to be managed at the department level) Implementation of an integrated budget solution Develops a training program which includes workshops and how-to guides on: - DRIVVE (Scan to PDF) functions - Scan to Email ? including setting up an address book on MFP - Pharos Reporting - MFP General use Determines client needs and effectively communicates back to technical experts. Proactively works with clients to address any needs or problems. Works closely with other technical support professionals to resolve any technical problems. Utilizes Tech Excel incident management system to ensure incident requests are resolved in a timely and professional manner.
Technical Solution Development: Develop and update documentation in the Library Commons Tech Desk as well as gaps in our knowledge base articles. Resolves routine printer problems. Works with the copier services technical team, Sharp technical team, and other IT professionals of the university to resolve problems.
- Cover Letter
- Resume
- List of three professional references with contact information