What are the responsibilities and job description for the TC Analyst and Checkout Coordinator position at Western Carolina University?
The position support 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.
Lastly, the analyst will work with our other after-hours analyst to provide Priority One Coverage for the university after hours and during holidays and breaks. This analyst is a critical piece of allowing our university to continue to function and provide excellent service to patrons of the university year-round.
This position will also be responsible for all other duties as assigned due to changing workloads or schedules.
- Empathy
- Positivity
- Patience
- Demonstrated excellence in clarity of communication (verbal, written, relational)
- willingness to learn
- Demonstrated experience with call centers, phone support, deskside support, or direct customer support
- Demonstrated experience with identifying, researching, and resolving technical problems
- Demonstrated commitment to collaborative teamwork
- Solid organizational and time management skills
- Good understanding/Technical experience with, but not limited to:
- Windows and macOS
- Microsoft 365
- Android and iOS
- Networking
- Supporting an LMS, such as Canvas
- Using a service desk management application for ticket tracking
- Knowledge Management best practices and use
- Ability to handle special projects and tasks with little to no oversight
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.
Please include a cover letter, resume, and a list of 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
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).
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.
Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.
Salary : $35,406 - $95,992