Job description

The primary location of this position is the main Cullowhee, NC campus.

The analyst is part of the Technology Commons (TC), a unit of the Client Support Services department within the IT Division. The position will be responsible for serving as the Queue Manager at the service desk, triaging self-service, email, and walk-up assistance. During this shift you will engage with students, faculty, and staff to fulfill their needs for equipment checkout, Tier I and II IT support, 3D Printing, network assistance, software/hardware support, technology training, account management, and more. In addition, analyst is responsible for all social media, marketing, and event planning needs for the Technology Commons. This position will use Adobe Creative Cloud to create print, web, and social media content outlining the Technology Commons and its services, as well as creation of knowledge articles, helpful online support information, upcoming events, outages, and more. Creation of a marketing plan and coordination with other offices will be key. You will also be responsible for planning IT representation and events such as Open House, Orientation, and specific events promoting IT and the Technology Commons. You will also lead a small team of marketing students that will assist in creating marketing content and in attending events. Analyst will also be responsible for all other duties as assigned due to changing workloads or schedules.

Knowledge, Skills, & Abilities Required for this Position
The ideal candidate should have strong customer service skills, which includes but is not limited to the following:

• Empathy
• Positivity
• Patience
• Clarity in communication (verbal, written, relational)
• Willingness to learn
• Self – Motivation

The ideal candidate should have:

• Experience with Adobe Creative Cloud
• Experience with Social Media Management Tools

Minimum Qualifications

Graduation from a two year technical college with a major in an Information Technology field 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 an Information Technology area. Related information technology experience may be substituted year for year for the required education.

Preferred Qualifications

• 2-4 years of work experience in an IT or related field
• Understanding of mobile technology support needs, and video conferencing technology
• Professional experience in a university environment
• Ability to network easily with university and external constituents
• 3D Printing experience/knowledge and how it relates to academia
• Working knowledge of computer hardware/software (Mac/Windows)
• Experience with ticket tracking software and equipment checkout tools
• Experience with Office365

Anticipated Hiring Range 45,500 - 48,000
Position Type Permanent Full-Time
Number of Hours per Week 40
Number of Months per Year 12
Salary Band Range $32,473 - $81,000
Salary Grade For administrative purposes during the implementation of Career Banding this contributing level posiiton is considered a Salary Grade 70
Posting Text

Open Date 11/29/2022
Close Date 12/12/2022
Open Until Filled No
Special Instructions to Applicants
Applicants must apply online in order to be considered.

Please include a cover letter, resume, and a list of work references (with complete contact information).

Applicants must upload a DD-214 if claiming Veteran’s Preference.

PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.

If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants. Effective October 1, 2015 all new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).

Background/E-Verify
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.

Credential Verification
All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.

AA/EOE
Western Carolina University is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race; color; religion; sex; sexual orientation; gender identity or expression; national origin; age; disability; genetic information; political affiliation; National Guard or veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Additionally, the University promotes the realization of equal employment opportunity for minorities, women, persons with disabilities, and veterans through its affirmative action program.
Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.

University Safety
The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.

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