Job Description

Position Summary
Winston-Salem State University continues to rank high on national lists. The university’s focus is on offering its students a top-notch educational experience. Technology provider and creator of the Social Mobility Index (SMI), CollegeNET, ranks WSSU as the No. 1 HBCU and North Carolina institution for social mobility. The SMI measures the number of under resourced students a college or university educates at affordable tuition rates and graduates them into promising careers. Winston-Salem State University is a great place to live, work and play.

We are currently seeking a Client Technology Analyst position which is housed in Client Technology Services, a department under the Office of Information Technology. This position provides desktop support and technical support for end users while providing exemplary customer service to all users. In addition, this position will provide basic classroom technology support, participates in projects including device and software rollouts. Provides advanced troubleshooting of PC and other endpoint (tablets, smart phones, etc.) hardware and software issues. Handles technical escalations from Help Desk and other techs. Works independently with a high level of productivity.

Duties and Responsibilities:
• Provide deskside support for users across campus.
• Handles escalations from Help Desk and other teams.
• Participates in projects including imaging and deploying endpoints (computers, tablets, laptops, smart phones), working with and training users, etc.
• Provides onsite and remote support for users, special events, and other work as assigned.
Position Information
Position Number 000360
Working Position Title Client Technology Analyst
Building and Room No.
Hill Hall 119
Appointment Type Permanent Full-Time
If Time Limited. No
Appointment Length. 12
Requirements and Preferences
Position required to work during periods of adverse weather or other emergencies No
Normal Work Schedule
Monday – Friday 8am – 5pm. However, schedule may change as needed.
Department Required Skills
Associate Degree required, preferably in Computer Science, Instructional Technology, Information Systems, Management Information System or related field. Three years of experience in a medium to large scale environment with the responsibility for installation, implementation, configuration, testing, maintenance and support of end-user computing devices (workstation/laptop/tablet/handheld) and peripherals (printers/scanners/end-user AV) including experience with Microsoft Windows OS and macOS operating systems. Assists with consulting, design and engineering of classroom/conference room AV systems. Experience with workstation hardware types such as Dell, HP, Apple setup and configuration highly desirable.
Preferred Years Experience, Skills, Training, Education
Bachelor’s Degree in Computer Science, Instructional Technology, Information Systems, Management Information System or related field with five years of hands-on experience in troubleshooting computer hardware and software and other instructional technology equipment; some experience in AV technology installation, configuration, and support; good knowledge of digital imaging and multimedia production; the ability to apply standard theories, principles, practices, and techniques applicable to endpoint and AV technology; strong organizational skills; excellent interpersonal, verbal and written skills. Customer service training or experience in providing exceptional customer service is required. Related information technology experience may be substituted year for the required education.

Industry certifications such as CompTIA A+ (or equivalent Microsoft certs) are highly desirable.
Preference for candidates with HDI Support Center Analyst Certification or Microsoft Certified IT Professional (MCITP) Certification.