Job Description

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.

The Desktop Technology Support team is responsible for managing and securing all ECU-owned Windows computers. They accomplish this by employing a wide range of Mobile Device Management (MDM) tools and software. This team offers hardware and software troubleshooting and support to faculty and staff. Additionally, they assist with computer purchases by providing advice, purchasing guidelines, and quotes. The team also educates users on new technology. Furthermore, they manage the necessary policies and configurations for Windows setup and installations
Job Duties
The purpose of this position is to provide consultative support for managing and securing all ECU owned Windows computers with hands‑on technical support to faculty, and staff within the Purple Pod. This role delivers end‑user support for university‑supported hardware and software, assists with troubleshooting and problem resolution, and provides guidance on ITCS services, purchasing decisions, workflow solutions, and user training aligned with the strategic goals of East Carolina University.

This position also participates in IT projects, supports device installations, documents solutions within the service management system, and contributes to knowledge sharing through documentation, training, and cross‑team collaboration. By combining technical expertise with customer consultation and project support, this role is essential to maintaining effective service delivery across assigned campus locations.

Provide computer consulting support to end users regarding: ITCS services, purchasing, workflow solutions, and user training. Guide and educate clients within the strategic goals of East Carolina University through hardware/software selections, compatibility issues, communications and networking, and related training/support services.

Consult with internal and external customers to identify computer problems. Resolve identified hardware and/or software problem or provide proper referral for problem resolution.

Install university supported hardware and/or software for end user.

Participate as a project team member on information technology projects. Carries out tasks as assigned by project manager to ensure completion of projects with established timelines and customer satisfaction. Assist project manager in project planning (includes documentation) and coordination of time and resources completion/assessment

Enhance team knowledge through conducting or participating in formal and informal training sessions. Identify team enhancement needs by working with team members on a day-to-day basis to help enhance cross-training capabilities. Through self-assessment, identify opportunities for self-improvement. Seek out and participate in professional development activities designed to enhance employee skills including educational opportunities, research emerging technologies, and maintain an awareness of current state-of the-art technology.

Prepare, document, and share information on problem correction, new technology, and improved methods with clients, co-workers, and other ITCS teams. Delivery methods will include web page, service management knowledge base, documents, and formal and informal training sessions, administrative duties and miscellaneous functions including the routing of problems to the appropriate technical support level. Thoroughly documents troubleshooting and corrective actions taken for assigned incidents in service management system.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. “Reasonable commuting distance” is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee’s assigned duty station in Greenville, NC.
Minimum Education/Experience
Associate 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.
License or Certification required by statute or regulation
None
Preferred Experience, Skills, Training/Education
• Experience providing direct technical support to faculty, staff, or students in an enterprise or higher education environment
• Strong working knowledge of Windows operating systems
• Experience installing, configuring, and supporting university or enterprise supported hardware and software
• Experience working with service management or ticketing systems
• Strong customer service, communication, and consultation skills
• Ability to explain technical concepts to non technical users
• Experience participating in or supporting IT projects
• Experience in documenting solutions, creating knowledge articles, and contributing to training materials
• Demonstrated ability to work independently while collaborating effectively within a team environment
License or Certification required by the Department
None
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.