Appalachian State University is an Affirmative Action/Equal Opportunity Employer. The University does not discriminate in access to its educational programs and activities, or with respect to hiring or the terms and conditions of employment, on the basis of race, color, national origin, religion, sex, gender identity and expression, political affiliation, age, disability, veteran status, genetic information or sexual orientation.
Background Check Statement:
Any offer of employment to a successful candidate will be conditioned upon the University's receipt of a satisfactory criminal background report.
Eligibility for Employment:
Proper documentation of identity and eligibility for employment will be required before the hiring process can be completed.
Essential Duties and Responsibilities:
The primary purpose of this position is to provide comprehensive technology support to faculty and staff.
Duties and responsibilities of the position include but are not limited to the following:
Identify and resolve IT service requests of the highest tier by providing skilled desktop support to campus users. This includes hardware support, application support, network support, technology planning services, IT business process review, and otherwise facilitating end-user IT business needs.
Maintain the highest tier of current IT industry knowledge applicable to Appalachian State University’s enterprise technology environment, service, and software catalog.
Maintain a close working relationship with the Project Management, Governance, and Outreach Office (PMGO) and Systems teams.
Maintain and develop the IT Service Management system (Jira Service Desk), Confluence Knowledge Base, and IT Support Services webpages.
Serve on working groups as a Subject Matter Expert for IT Support Business processes.
Bachelor’s Degree in Computer Information Systems, Computer Technology, or closely related field preferred.
2+ years IT experience in education preferred, especially in the management of multi-user computing spaces.
Experience with Jira Service Desk and Confluence preferred.
A+ Certification preferred.
ITIL v3 Certification preferred.
Prior experience with formal asset tracking or inventory management processes preferred.
Department: Information Technology Service - 205400
Appalachian State University, located in Boone, North Carolina’s Blue Ridge Mountains, prepares students to lead purposeful lives as engaged global citizens who understand their responsibilities in creating a sustainable future for all. The transformational Appalachian experience promotes a spirit of inclusion that brings people together in inspiring ways to acquire and create knowledge, to grow holistically, to act with passion and determination, and embrace diversity and difference. Appalachian enrolls about 18,000 students, has a low faculty-to-student ratio and offers more than 150 undergraduate and graduate majors. It is one of 16 universities in the University of North Carolina system.