Description of University
Appalachian State University, in North Carolina’s Blue Ridge Mountains, prepares students to lead purposeful lives as global citizens who understand and engage 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. As one of 17 campuses in the University of North Carolina system, Appalachian enrolls more than 20,000 students, has a low student-to-faculty ratio and offers more than 150 undergraduate and graduate majors.
Minimum Qualifications
Graduation from a two year technical college with a major in computer science, information technology or related area 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 computer science or information technology or related degree. Related information technology experience may be substituted year for year for the required education.
Special Note: This is a generalized representation of positions in this class and is not intended to reflect essential functions per ADA. Examples of competencies are typical of the majority of positions, but may not be applicable to all positions.
Degrees must be received from appropriately accredited institutions.
License/Certification Required
Essential Job Functions
Technology Support Services (TSS) provides computing services, support, and consultation to the faculty, staff and students of Appalachian State University. TSS provides a standard set of recommended hardware(s) and software applications, with specific software available where needed. TSS provides statistical consulting in support of instruction, research and administrative needs, and offers training in the use of supported statistical software.

The role of a Frontline Technology Support Analyst is to provide basic to intermediate help desk support by troubleshooting technology solutions for students, faculty, and staff via phone calls, chat, as well as in-person via the walk-in Technology Support Center and Library Tech Zone.

Frontline Technology Support Analysts provide phone support for all users to ask questions or report problems with on-campus machines as well as their personal machines. Office and residence hall visits are made by consultants when necessary. Frontline Technology Support Analysts provide consulting support to assist with configuring and purchasing new computers, printers, peripherals, and other technology devices for office as well as home use. They will also provide consulting services for classroom technologies across the university.

Duties and Responsibilities include:
Working with users on a one-on-one level to determine the source of technical problems and find workable solutions.
Supporting Windows and Mac OS, mobile devices, and their supported applications.
Supporting Google Apps for Education, ASULearn, Banner, Microsoft System Center Configuration Manager (SCCM), and Printing.
Demonstrating a working knowledge of the supported applications on campus.
Participating in training as appropriate as well as engaging in active learning from other members of the Help Desk and ITS area as issues and solutions arise.
Working with other members of the library and IT Support to ensure users are informed and trained on solutions to problems as they occur.
Providing phone support for current students, incoming students, and the parents of incoming students.
Supporting Parent Portal, MyApp, Account setup and Information about access to services.
Knowledge, Skills, & Abilities Required for this Position
Working knowledge of software commonly used in higher education including:
Paper Cut Print Management
Mac and Windows OS
Mac iOS and Android
G Suite for Education
MS Office
Moodle Learning Management System
Banner
Wireless setups and configuration
Authentication systems and password management
Familiarity with a variety of campus and departmental services that can be found in our online service catalog.
Familiarity with basic computer imaging, docking stations, printers, VoIP phones, network hardware, gaming systems, streaming devices, and external storage media.
Preferred Qualifications
Four-year degree from an accredited institution.
Experience working in a higher education academic environment.
Extensive knowledge of Microsoft and Mac operating systems.
Experience with printers and print management solutions.
Experience with Google Apps for Education, Microsoft Office 365, Zoom, Moodle, and smartphones.