The primary purpose of this position is to provide comprehensive technology support to faculty and staff including, desktop support services, application support, IT procurement, service consultation, and technology planning.
Resolve IT service requests of the highest tier by providing skilled desktop support to campus users (Including hardware support, application support, network support, technology planning services, IT business process review, and otherwise facilitating end-user IT business needs).
Maintain the highest tier of current IT industry knowledge applicable to Appalachian State University’s enterprise technology environment.
Maintain and apply specialization in inventory management processes and practices; including industry best practices and processes contextual to Appalachian State University.
Maintain and apply knowledge of configuration practices for multi-user computing spaces such as research labs, teaching labs, and multi-user work spaces.
Knowledge, Skills, and Abilities Required for this Job:
Advanced knowledge of industry-standard desktop client troubleshooting methods.
Advanced knowledge of enterprise-level, multi-user computing environments utilizing Microsoft Active Directory, SCCM, and JAMF.
Advanced knowledge of Windows, MacOS/OSX, iOS, and Android operating systems.
Advanced knowledge of Google Apps for Education.
Advanced knowledge of enterprise-level networking and security topics.
Familiarity with GSuite for Education.
Familiarity with current Dell and Apple computer hardware.
Advanced familiarity with development of IT business processes for adoption across functional areas.
Advanced familiarity with the IT Service Management Cycle and IT project management.
Advanced client support soft skills including the ability to prioritize a multitude of tasks with or without direct supervision, the ability to maintain positive working relationships with the campus community, the ability to communicate complex technological concepts clearly and efficiently, and the ability to anticipate the needs of constituent clients proactively.
Graduation from a two year technical college with a major in computer science, information technology or related area 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 computer science or information technology or related degree. Related information technology experience may be substituted year for year for the required education.
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.
Bachelor’s Degree in Computer Information Systems, Computer Technology, or closely related field preferred.
2+ years IT experience in education preferred, especially in the management of multi-user computing spaces.
A+ Certification preferred.
ITIL v3 Certification preferred.
Prior experience with formal asset tracking or inventory management processes preferred.