| Department Name: IT Client Services UNCA | Working Title: IT Support Specialist, Events |
| Holder Name: | FLSA Designation: Exempt - Skilled IT professional |
| FTE: 1.00 |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer and Technical Support | 25 | X | Provides hands-on technical support for department staff, performing arts partners, and campus stakeholders; attends event-planning and staging meetings; and research, evaluates, and tests emerging technologies relevant to instructional, event, and performing arts environments. Provide hardware and software support for technology at University Academic, Athletic, and internal and external Facility Rental events in designated areas of responsibility. Ability to partner with clients, stakeholders, internal support teams (business and technical) to drive mutually beneficial outcomes. |
| Documentation | 10 | Create documentation of processes and tracking of inventory. Responsible for creating and maintaining knowledge-based articles, procedures, and training for support areas and crew. Develops and updates event technology manuals | |
| Supervision | 10 | Serve as a technical support escalation point for the Event Support Team. Provides functional supervision usually limited to assigning/reviewing work or may serve as team leader. | |
| Provision and Manage IT Needs | 10 | Research and test new technologies prior to implementation and develop and maintain technology manuals for each. Provide guidance on hardware purchases and software licensing in support of the event team goals. | |
| Specialized & Off-Hours Support | 20 | X | Provide specialized hardware/software support and off-hours support for various events across the University system. Some travel may be required. |
| Project Management | 20 | X | Planning and coordination of events across the University System. Attend event staging meetings to meet goals of the planned events. |
| Other Duties as Assigned | 5 | Other technical duties regularly arise on campus which can include teaching and training of students, faculty, and staff around university technology and systems. |
Provide support for a complex computing environment in the areas of hardware, software and network to users within the unit. Ensure proper computer operations so that the clients can accomplish organizational tasks and goals. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop and/or remote support. Responsible for the oversight of IT support in a designated area while providing necessary maintenance, installation and troubleshooting of specialized software, peripherals, and other proprietary technology equipment. Must have the skill and ability to logically solve computer problems. Knowledge and experience of various computer architectures and their respective operating systems. Position may be expected to work irregular hours. Under the direction of and in partnership with the NU ITS Security team, implement and maintain security strategies, policies, and standards to protect University assets. Responsible for actively researching and reviewing security practices to make recommendations based on institutional risk and operational impact. |
Responsible for making decisions affecting the requirements, design, and support of unit-wide managed services. They must be able to make informed decisions regarding the direction and priorities of customer services. Ability to develop processes that assist staff in troubleshooting complex hardware and software issues. Must be able to set goals, plan paths to reach the goal, and execute plans effectively in a timely manner. Demonstrate the ability to multi-task and manage competing priorities on duties as assigned. |
In assessing software and hardware solutions, this person makes recommendations to the clients that impact departmental funds and efficiencies. |
Interactions could take place with faculty, staff, students, and other members of the university community. Collaboration with colleagues on other campuses or departments and working with vendors. |
Limited supervision received |
Does this position supervise?:
Yes |
What types of employees do you supervise?:
Managerial/ Professional,Office/ Service,Temporary/ On-Call,Students |
Type of Supervision Exercised:
May act as technical lead |
Office |
| Sit: Frequently (34-66%) | Bending: Occasionally (1-33%) |
| Stand: Occasionally (1-33%) | Kneeling: Occasionally (1-33%) |
| Walk: Occasionally (1-33%) | Reaching: Occasionally (1-33%) |
| Drive Motor Vehicle: Occasionally (1-33%) | Crawling: Occasionally (1-33%) |
| Squatting: Occasionally (1-33%) | Climbing: Occasionally (1-33%) |
| Lift: Occasionally (1-33%) 21 - 40 lbs | Push: Occasionally (1-33%) 21 - 40 lbs |
| Carry: Occasionally (1-33%) 21 - 40 lbs | Pull: Occasionally (1-33%) 21 - 40 lbs |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Standard operation of office equipment |