Technology Support Analyst at InsideHigherEd

Position Number:998055Functional Title:Technology Support AnalystPosition Type:StaffPosition Eclass:EP - EHRA 12 mo leave earningUniversity Information:Located in North Carolina’s third largest city, UNC Greensboro is among the most diverse, learner-centered public research universities in the state, with 18,000 students in eight colleges and schools pursuing more than 150 areas of undergraduate and over 200 areas of graduate study. UNCG continues to be recognized nationally for academic excellence, access, and affordability. UNCG is ranked No. 1 most affordable institution in North Carolina for net cost by the N.Y. Times and No. 1 in North Carolina for social mobility by The Wall Street Journal — helping first-generation and lower-income students find paths to prosperity. Designated an Innovation and Economic Prosperity University by the Association of Public and Land-grant Universities, UNCG is a community-engaged research institution with a portfolio of more than $67M in research and creative activity. The University’s 2,600 staff help create an annual economic impact for the Piedmont Triad region in excess of $1B.Primary Purpose of the Organizational Unit:The University Controller’s Office serves the campus community as well as federal, state, and other entities by providing administration of the general ledger, disbursement processing for payroll and accounts payable, and receipt processing for all University funds. Financial reporting duties are performed.Position Summary:Positions in this banded class conduct analytical work providing consultation, support, and/or training to end-users/clients of computer or other technology based systems. Employees may provide technical support of hardware, applications, operating systems, and networking. This function requires a broad understanding of a variety of technologies to effectively support end-users/clients. These employees are not usually involved in application development or network design, but may participate in system integration and network analysis activities. This work requires strong communication skills, and ability to effectively interact with a broad range of end-users/clients and an ability to use a variety of technical resources for providing this support. Employees at this level may provide routine and non-routine support for a wide range of technologies, or may provide in-depth support for a more narrowly-defined area of technology. These employees may be responsible for oversight of programs or projects.Minimum Qualifications:Bachelor’s degree in computer science, information technology, business administration, or a related discipline.Five or more years of experience in a process improvement, technical support or IT systems administration role.Strong communication skills and the ability to facilitate communication across various disciplines.Experience with financial systems and data management.Preferred Qualifications:Experience with financial systems such as DebtBook, QuickBooks, IntelleCheck, NCFS, NCID, and Core Banking, Chrome River, and Jaggaer Invoicing.Proficiency with Microsoft Office applications and M365.Familiarity with ServiceNow or other IT ticketing systems.Recruitment Range:$74,985Org #-Department:Office of the Controller - 56202Job Open Date:06/18/2025Open Until Filled:YesFTE:1.000Type of Appointment:PermanentNumber of Months per Year:12FLSA:ExemptPercentage Of Time:40%Key Responsibility:Departmental Application SupportEssential Tasks:Serve as software administrator for departmentally supported applications (Chrome River, etc.).Act as front line support resource for these applications and serve as primary contact with these software vendors.Coordinates change management and communication needs with central IT to promote transparency for maintenance and status during system outages for these applications.Coordinates testing and validation activities for enterprise application maintenance with departmental staff.Percentage Of Time:30%Key Responsibility:Productivity Support, Training & Access ManagementEssential Tasks:Act as the department technology coordinator between the Controller’s Office and IT (includes support for access, storage & data management, and productivity platform use).Assist in logging, tracking, and monitoring support tickets and service requests.Develop and deliver area-specific training for staff on technologies supporting day-to-day operations.Provide area-specific technology training when onboarding new team members.Percentage Of Time:5%Key Responsibility:End Point Device & Asset ManagementEssential Tasks:Maintain, track, and report on all hardware and software assets assigned to the department.Coordinate endpoint department computing devices refresh and any need for spare parts, repairs, and peripherals through CHiP (campus hardware procurement) program.Arrange for the proper disposal of outdated hardware.Printing supportPercentage Of Time:25%Key Responsibility:Process Support, Improvement & ComplianceEssential Tasks:Supports recurring departmental processes, including procedures like year-end, 13th month, etc. Including supporting data file transfers necessary for day-to-day operations.Collaborate with business analysts in central technology planning role to establish prioritized technology needs.Identify opportunities and implement changes to improve departmental processes and workflows.Ensure business processes are compliant with internal controls, system office and university policies, and external audit requirements.Assist in creating and maintaining standard operating procedures and business process documentation.Physical Effort:Hand Movement-Repetitive Motions - f, Hand Movement-Grasping - f, Holding - o, Finger Dexterity - f, Vision-Skilled Trades - c, Reading - c, Writing - o, Eye-hand coordination - f, Vision-Color Distinction - f, Vision-Preparing/Analyzing figures - f, Vision-Visual inspection - f, Hearing - f, Talking - f, Standing - o, Sitting - d, Walking - o, Lifting-0-30 lbs. - o, Pushing/Pulling - o, Climbing-Stairs - o, Bending - o, Squatting - o, Reaching - oWork Environment:Driving - Car/Truck - o, Inside - c