Unit Hardware/Software Support Analyst

The primary purpose of this position is to provide technology support services to faculty and staff within the University Libraries at UNCG. As part of the Embedded Endpoint Support team, this position also supports the daily operations of the Campus-Wide Hardware Procurement program. Responsibilities include providing analytical and technical assistance, supporting the deployment, maintenance, and lifecycle management of enterprise workstations and peripherals, and resolving issues related to enterprise applications and services to ensure reliable, standards-based technology support across the University. Department-specific duties may include:

• Website Content Management:
• In conjunction with the library website administrator, create, update, and evaluate website pages and posts as needed to ensure that web content is current, accurate, and accessible; monitor website comments and questions and respond directly or forwards them for action, as appropriate; review weekly accessibility and search engine optimization reports for needed corrections; complete the annual website content audit.
• Application Software and Hardware Support:
• Develop and maintain documentation providing practices and solutions for applications and software used by clients in the University Libraries; may be intended for both internal use and end users as appropriate.
• Support the tools needed for access to University Libraries’ hosted applications and the necessary data transfer protocols.
• Install, configure, and support library-specific hardware devices and peripherals, including self-check units, barcode/magstripe readers, and receipt/label printers.
• Research and Planning:
• Collaborate with ITS Engineering, Security, Networking, CHiP, and Application Management teams to ensure adherence to ITS infrastructure on the below research and planning activities.
• Research and identify appropriate technologies for Library computing environment projects, conduct a cost analysis, define the scope of work, and assess project timelines as needed.

• Research, implement, and assist clients with new applications related to Library-specific end-user need., Key Responsibility Endpoint Support Essential Tasks

• 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.

Percentage Of Time 20 Key Responsibility Department-Specific Activities Essential Tasks

• Employee will provide department-specific support outlined in the Memorandum of Understanding and associated addendum in the following areas:
• Application Software and Hardware Support
• Website Content Management
• Research and Planning

Percentage Of Time 5% Key Responsibility Consulting Liaison Essential Tasks

• Act as a liaison between 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.

Percentage Of Time 5% Key Responsibility Collaborate & Participate Essential Tasks

• Employee, if not already actively engaged in support of the University Libraries, may be called upon to:
• Assist peer Endpoint Support staff as needed.
• Provide support for the 6-TECH Call Center as needed.
• Assist the 6-TECH Walk-In Center as needed.
• Assist co-workers and new employees in their daily duties.
• Other ITS departmental peers as needed.
• Employee is required to attend mandatory meetings of the ITS Technical Services group and ITS division, and the all-personnel meetings of the University Libraries and the ERIT Department.
• 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 participate in projects as assigned.

Percentage Of Time 5 Key Responsibility Divisional policies, procedures and job requirements Essential Tasks

• Maintain awareness of new technologies

ADA Checklist

ADA Checklist

R for Rare (0-30%), O for Occasional (30-60%), F for Frequent (60-90%), C for Constant (90-100%). Physical Effort Hand Movement-Repetitive Motions - F, Reading - F, Writing - F, Hearing - F, Talking - F, Sitting - F Work Environment Inside - C

Applicant Documents

Required Documents

1. Resume/CV
2. Cover Letter
3. List of References

Optional Documents

1. Reference Letter 1
2. Reference Letter 2
3. Reference Letter 3

An Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and two 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. Additional Required Certifications, Licensures, and Certificates

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