Technology Support Analyst

Experience with the systems and software referenced in the position description.
Excellent written and verbal communication skills.

The purpose of this position is to provide IT support to the faculty and staff in the College of Agriculture and Environmental Sciences.

N.C. A&T is a public, land-grant, doctoral research institution and has been the largest historically Black university in the country for the past decade. With an enrollment of 14,311 students in Fall 2024, the university offers 59 undergraduate degree programs, 36 master's programs, and 12 doctoral programs. It is America's top producer of Black graduates in Engineering and Agricultural Science bachelor's programs, as well as a top five producer in numerous additional disciplines, including Liberal Arts and Communications/Journalism. It also ranks no. 3 in master's degrees awarded to Black graduates in Engineering Technologies and Related Fields, no. 4 in master's degrees in Engineering, and no. 11 best business school for women in the nation.

Nationally recognized for its leadership and excellence in STEM education and research, N.C. A&T is classified as "R2-High Research Activity" in the Carnegie Classifications and is poised to achieve "R1-Very High Research Activity" status. It also holds Carnegie's earned credential in Community Engagement and the Association of Public and Land-Grant Universities ( APLU) Innovation and Economic Prosperity designation. With an annual economic impact of $2.4 billion, N.C. A&T plays a vital role as a higher-education economic driver in North Carolina's Piedmont Triad region and across a state that is ranked No. 1 in the nation for the second straight year as "best for business" by the CNBC financial network.

The College of Agriculture and Environmental Sciences has four distinct but inter-related departments (Agribusiness, Applied Economics, and Agriscience Education; Animal Science; Family and Consumer Sciences; and Natural Resources and Environmental Design). The College offers 10 bachelor's degrees, seven graduate programs, and has five options for Certificates within the Bachelor's degree, and one Post-Baccalaureate Certificate in Waste Management. The CAES has three institutes and centers of excellence: Center for Excellence for Post-Harvest Technologies, International Trade Center, Waste Management Institute and one interdisciplinary Center for Bioenergy. To complement the academic programs in the college, the CAES has an Agricultural Research Program; Cooperative Extension Program; University Teaching and Research Farm; Child Development Laboratory; and Laboratory Animal Research Unit.

Manages and coordinates on-going hardware and software needs of the CAES, to include repair, acquisition and software installation and help desk functions.

Provides technical support to staff, faculty, administrators, and students in assigned buildings: Carver, Sockwell, Child Development Lab, and University Farm administrative staff.

Serves as back-up to the assigned Technical Support Analyst in the other buildings in the College such as Coltrane, Webb, Benbow, and C.H. Moore.

Supports these departments: Center of Excellence in Post Harvest Technology at Kannapolis, Department of Natural Resources & Environmental Design, Animal Science, Family Consumer Sciences, Ag Business & Applied Economics, Agriscience Education, Ag Research Station and Cooperative Extension.

Conducts informal training sessions on new software and applications related to CAES functions.

Creates brief tutorials and training documents with screenshots of procedures that are needed to operate equipment.

Performs routine and non-routine diagnostics and maintenance on these operating systems: Windows Server 2012, 2008, Print Manager, System Center Configuration Manager ( SCCM), Windows 11, and Windows 10.

Understands the diagnosis and time needed to make labor-intensive corrections of these systems; corrections are found via an event manager software, which sends an alert to email.

Tests servers weekly, usually after 5 pm when users are not affected.

Modifies, upgrades, and patches the following systems and software: Windows 10, System Center Configuration Manager ( SCCM), System Center Operations Manager, Microsoft Project, Lumion 3d software for Landscape architecture, Netop Vision for Agri-Business (Browser control software for locking the browser during Exams), Sketch up, AutoCAD, Smart Notebook software for Natural Resources, Ag-Education, and Bio-Engineering, and Adobe Creative Cloud, SPSS, SAS.

Resolves most incident tickets escalated to the Technology Support Analyst, which are submitted in the form of daily email requests numbering 3-10 a day and 9-250 per month.

Creates and transfers document, develop small databases, calculate statistical analysis to support office functions.

Researches new technologies being implemented.

Supports various software and programming packages which requires familiarity with manipulation of data between packages or with other computer systems.

Uses appropriate guidelines and manuals for certain problems with software and hardware, or consults with technical support at other locations for resolution.

Improves efficiency of systems assigned to meet client needs.

Observes system processes to note problem execution or errors and initiate corrective actions.

Upgrades desktop computers for Research Faculty and Staff, Cooperative Extension Faculty and Staff, with the most current operating systems, fastest processors, and solid state hard drives for greater productivity.

Automates the installation of operating system images on computer systems to one process versus multiple processes.

Manages individual accounts to maximize server space for greater operational efficiency.

Makes contacts with vendors to determine best options for change recommendations and implementations.

Documents procedures and solutions on the website, which provides basic procedures and information.

Documents other solutions on a shared drive.

Reports incidents using the TeamDynamix Ticketing System for follow up and solution documentation.

Maintains a database file that includes all information relating to computer equipment.

Generates reports that pull up information by person, location, property numbers, vendors, etc.

Develops and/or coordinates training for CAES faculty and staff and keeps records to determine training needs and technical competency levels.

Conducts research to determine suitability for our systems.

Manages server accounts, shared network resources and network support for CAES.

Maintains familiarity with Windows NT Domain consisting of four domain controllers: Dec ALPHA (Primary Domain Controller), Intel based 500 Mhz+ (Backup Controllers).

Provides recommendation on expenditures for equipment and software to meet the information needs of the organization.

Writes programs/code for testing and implementing processes on servers.

Understands Voice over Internet Protocol (Voip), Computer configurations including operating systems - applications - and infrastructure, Networking and configuring IP addressing, Internet Connectivity.

Understands Audio/Video, Skype, Office Suites, Operating Systems, Server Management, Active Directory, and building your own Ethernet networking cables.

Provides computer configurations including operating systems applications and infrastructure.

Understands print management to assign users and levels of access and control.

Understands how to assign IP addresses and associated devices.

Understands wireless system technology and providing levels of access to users.

Understands Android and Mac based phone systems for connectivity and access to wireless network.

Creates cables for internet access in laboratory and office environments.

Maps CAES servers based on location of clients for connectivity to university networking systems to provide access to faculty and staff.

Applies knowledge of server configuration (virtual or physical), virtual private network ( VPN) for remote access to servers to diagnose and solve problems, data pathways between multiple servers, and configurations to implement backup processes.

Consults with a variety of clients within the College of Agriculture and Environmental Sciences, including Administrators (Deans), Directors, Department Chairs, on all matters relating to computer needs and use, to include selection, maintenance and long-range planning.

Requests for consultation also come from individual staff, faculty, and students.

Interacts with colleagues on the CAES IT Team, University ITS, vendors, and with clients (Administrators, Faculty, Staff, and students).

Asks pertinent questions, listens carefully, and communicates clearly, often in non-technical terms.

You must complete and submit an electronic application for employment to be considered. Resumes will not be accepted in lieu of completing an electronic application. Applicants seeking Veteran's Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting. Final candidates are subject to criminal and sex offender background checks. North Carolina A&T State University 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. North Carolina A&T State University is an Equal Opportunity and Affirmative Action Employer. No one who applies or seeks employment will be denied admission to or employment at North Carolina A&T State University on the basis of race, religion, color, national origin, sex, age, disabling condition, veteran status, political affiliation, genetic information or sexual orientation and sexual identity.

Employee Benefits available to NC A & T permanent employees include the following and more;

This position may be eligible for a remote or hybrid work arrangement, consistent with university and state policies. N.C. A&T employees are generally required to reside in North Carolina, within a 2-hour commuting distance of their assigned duty station.