Unit Hardware/Software Support Analyst

The primary purpose of this position is to provide technology support services to faculty and staff within the Bryan School and School of Education at UNCG. This position also supports the daily operations of the Campus-Wide Hardware Procurement program as part of the Hardware & Software Support team. 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:

• Endpoint Support:
• Provide desktop and laptop support for faculty, graduate students, and undergraduate student workers’ assigned UNCG-owned devices.
• Application Management:
• Install, maintain, and support unit-specific applications used by faculty and staff, provide training as needed.
• Develop and maintain internal documentation for supported systems, including non-routine procedures, workarounds, and solutions.
• 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.
• Review, analyze, and evaluate existing systems to identify opportunities for improvement and provide recommendations.
• Support leadership in planning for new products and technologies, including researching emerging technologies related to support systems.
• Investigate potential hardware integration issues within UNCG systems and networks.

• Help define technical requirements for supported systems and provide input to leadership for planning and decision-making., 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 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 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.
• 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

• 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

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, 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