Tech Support Analyst-Advanced

East Carolina University   Greenville, NC   Full-time     Information Services / Technology (IT)
Posted on April 21, 2022
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East Carolina University

Tech Support Analyst-Advanced
Vacancy #:  908633
Recruitment Range:  $32,473-$84,821
Anticipated Hiring Range: $66,291
Closing Date:  05/13/2022

Organizational Unit Overview

Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

Client Engagement and Support aids and collaborates with students, faculty, and staff across campus to provide IT services and resources. This unit delivers leadership and support for educational technologies that includes learning management systems; audiovisual (A/V) and videoconferencing technology within classrooms and conference rooms – coupled with telemedicine support; device (computer) support for students, faculty and staff; campus computer labs; enterprise research application tools; augmented/virtual reality solutions (AR/VR); and other emerging technologies. This unit also delivers project management, communications, and technical instruction to ensure IT and University projects and services are delivered successfully while keeping the ECU campus community informed of the latest IT technologies, tools, upgrades, and initiatives available to the university.

By providing leadership in all façades of technology we aim to improve the teaching, learning, research, and distance education experience across the institution. Our staff prides itself with supporting the campus community by providing relevant and up to date technology training, and to ensure we are adhering to and executing on the best practices of securing institutional data, IT Accessibility, and integrating Universal Design for Learning.

Client Engagement and Support consists of the following teams: Learning Technologies; A/V Design and Engineering; Client Services and Support (A/V Services and Support, Research and Multimedia Services, Communications and Technical Instruction, and IT Asset Management); Project Management Office; Service Management (Pirate Techs (Service Desk and Technology Support Centers, Desktop and Lab Support, and ITSM & PPM Services and Support).

Job Duties        

This position provides tier 3 (advanced) audio visual (AV) support for general classrooms, teaching labs, conference rooms and other instructional spaces. This position will serve as a resource to team members and distributed IT across campus on advanced troubleshooting and training of system configurations. This position in collaboration with other staff to develop and maintain AV system standards to create and provide support for a reliable AV infrastructure. In addition, this position will serve as a resource to current and future enterprise AV/IT projects.

This position will provide advanced level support for all types of classroom presentation, lecture capture and video conferencing systems at ECU. This includes trouble shooting problems, resolving issues, identifying trends, and researching new technology for AV systems. Working with team members to develop AV conceptual knowledge and troubleshooting skills. Troubleshooting and repairing defective systems as needed.

This position will be responsible for providing Crestron AV programming, which includes trouble shooting existing programming and modifying existing programming as needed to meet new equipment or functional requirements. This position will be the liaison to the ECU network team to ensure proper VLAN and IP addressing requirements and troubleshooting. The position will be responsible for technical support of the hardware and software of university owned systems, including but not limited to Crestron, Biamp, Cisco, Sony.

This position will be responsible for Crestron programming, which includes monitoring and troubleshooting issues in Crestron FusionRV room monitor system. Crestron AV system programming must include FusionRV room monitoring to be reliable and provided reports on equipment usage and health. This position provides troubleshooting for FusionRV, which includes determining programming, firmware or hardware issues. This position is responsible for resolving issues related to programming and resolving or delegating firmware and hardware issues to appropriate Classroom Technologies Team members.



This positions responsibilities include monitoring vendor installations to make sure AV industry best practices and ECU standards are met. Supplying end of project check list, ECU configuration (e.g. in/out strategy), general install guides and Crestron programming as needed. Upon install completion; checking install, functionality, commissioning, and acceptance. May also participate in state purchasing inspection visits.

This position will provide training for Classroom Technologies and Learning Platform staff as well as faculty and students when required. Other duties include technology research, project reporting, and classroom equipment maintenance. notify team contact when receiving, warehousing, and distributing hardware that the Classroom Technologies Team purchases. This position will notify team contact when assets are moved to ensure inventory records are kept accurate.

Employees are required to adjust their standard work schedule to meet the requirements of their position, which includes and not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

Minimum Education/Experience

Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role; or 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. Journey level requires an additional one year of experience. Advanced level requires an additional two years of experience.

Preferred Experience, Skills, Training/Education

  • Bachelor’s degree in computer science or Information technology plus 1 year related IT experience in AV design and programming
  • Crestron control system programming
  • Industry training and certifications by AVIXA, Crestron, Bi-Amp, Extron
  • Knowledge of Window and Apple operating systems
  • TCP/IP networking
  • Videoconferencing
  • Experience in audiovisual systems and associated equipment
  • Customer Service experience or training

Special Instructions to Applicant

  • Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume’ on your application when completing the job duties section.
  • If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
  • Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
  • Applicants must be currently authorized to work in the United States on a full-time basis.

Eligibility for Employment        

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.

Application Types Accepted       

Applications must be received in the Department of Human Resources by the closing date of 05/13/2022 to be considered.  Please submit an online ECU application for vacancy # 908633 to ECU Human Resources at

East Carolina University is an Equal Opportunity/Affirmative Action Employer.

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