The North Carolina Arboretum-Technology Support Analyst-Fri, 05/19/2023 - 10:53am

What will the Technology Support Analyst Do?

The position of Technology Support Analyst works with the Lead Tech Support Analyst to manage and maintain the hardware and software systems at the North Carolina Arboretum. This involves configuring and maintaining servers, switches, routers, and other network hardware to ensure that the network is operating efficiently and securely. The Technology Support Analyst monitors network traffic, identifies and resolves connectivity issues, and implements network security protocols to protect against cyber threats. Additionally, they are tasked with maintaining system backups and developing disaster recovery plans, as well as managing user accounts and access and providing technical support to end-users.

And what does maintaining hardware and software systems at The North Carolina Arboretum look like?

Well, it can mean doing a little bit of everything but predominantly it means:

ITS Documentation and Help Desk Support
•Troubleshooting issues related to network and server infrastructure, identifying and resolving hardware and software issues as they arise.
•Providing end-user technical support by responding to help desk requests and addressing issues related to hardware, software, and networks.
•Manages staff requests and ensures the ticket is processed and documented.
•Creates training/procedural documentation.
•Provides “On-Call” support on nights and weekends as needed (on and off-site).

Applications and Systems Deployment and Management
•Communicates with vendors for product sales/testing, initialization, and troubleshooting.
•Manages licensing and provides support for various software, including Microsoft Suite, Symantec Antivirus, Adobe Suite, AutoDesk, ESRI, etc.
•Actively manages and maintains key ITS systems, including the following:
•Priva, Climate Controller and Greenhouse Management
•Ubiquiti Security Camera and Video Surveillance System
•POS Systems (Heartland Retail, Clover, Tessitura Merchant Services)
•Amano/McGann System at the Gatehouse
•Masergy Communications Phone System
•Sennheiser Audio Equipment
•All A/V Equipment Across Campus

Network Infrastructure Design, Administration, and Maintenance
•Managing the organization's network infrastructure and telecommunications systems. This includes configuring and maintaining routers, switches, firewalls, APs, and other network devices, as well as ensuring that the organization has adequate bandwidth and connectivity.
•Builds and extends campus-wide wired and wireless infrastructure as needed.
•Monitoring the performance of the organization's network and servers, identifying and resolving issues as they arise.

Security and Data Protection
•Creating and managing data backup and recovery plans, ensuring that critical data is protected and can be restored in the event of a disaster or other issue.
•Implementing security measures to protect the organization's data and IT systems. This includes setting up firewalls and other security tools, implementing security policies and procedures, and educating staff on best practices for data protection.
•Manages all aspects of the video surveillance system.
•Maintains our cybersecurity systems (antivirus software, IDS/IPS, patch management).