This position is responsible for the day-to-day management and support of the university's enterprise storage infrastructure including storage area networks, block storage arrays, and network attached storage and related equipment and applications. Responsibilities include troubleshooting and resolving simple and complex problems; installation, configuration; testing and documentation of software/hardware issues and resolutions. The position will collaborate and consult with internal and external resources offering technical expertise and recommendations.
Monitor storage systems' hardware, security, and other logs to identify system anomalies, errors and failures.
Replace failed hardware components alone or with assistance from team or vendors as needed.
Monitor system performance and operating parameters.
Install, configure, and support system software and firmware updates.
Configure and monitor backups, resolving failures when needed.
Follow ITCS change management process.
Harden systems per security best practices and monitor overall system security.
Maintain current documentation for supported systems to assist team members with on-call support.
Provide level-1 storage support to the university community by working assigned helpdesk tickets, resolving if possible and escalating when unable to resolve.
Function as a technical resource for both ITCS and Distributed IT staff.
Troubleshoot and resolve routine, non-routine and occasionally complex internal technical problems.
Document support issues and resolutions.
Assist with root cause failure analysis to understand underlying issues and implement solutions to prevent future occurrences.
Recommend methods of resolving problems to team analysts or client representatives.
Develop, and maintain a high level of technical understanding for team supported systems.
Demonstrate the ability to think independently, research, interpret and apply technical knowledge to bring new ideas into focus when evaluating software and hardware.
Conduct independent research and make recommendations to improve the reliability, performance, and security of environment.
Utilize project management software and methodologies to update projects.
Participate in short and long-term projects of varying degrees of size and complexity.
Maintain accurate project documentation, timelines, and project priorities.
Provide frequent status updates, ensuring projects are completed according to schedule.
Maintain a good understanding of the industry and how that may impact customers.
Consult with customers to understands needs and requirements.
Build on-going partnerships with customers and relay information regarding resolution plans.
Interpret complex technical information and translate that into layman's term for customers.
Understand and present the viability of alternative solutions to clients, team and management.
Represent the team at conferences or during customer tours.
Demonstrate the ability to work effectively with employees at all organizational levels.
Other duties as directed.
This position requires the employee to domicile within a reasonable commutable distance of the ECU main campus.
To be a national model for student success, public service and regional transformation, East Carolina University uses innovative learning strategies and delivery methods to maximize access; prepares students with the knowledge, skills and values to succeed in a global, multicultural society; develops tomorrow's leaders to serve and inspire positive change; discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond; transforms health care, promotes wellness, and reduces health disparities; and improves qualify of life through cultural enrichment, academics, the arts, and athletics. We accomplish our mission through education, research, creative activities, and service while being good stewards of the resources entrusted to us. East Carolina University delivers on the promise of opportunity. We open doors. We improve lives. We transform the present, and we discover the future. In these ways and more, we serve our community, our state, our nation and our world as together we reach toward our greatest potential. Tomorrow starts here.