Client Support Manager

Posted: 09-Jan-24

Location: Greenville, North Carolina

Salary: Open

Internal Number: 67999

Job Duties:

This position is part of a team that provides cross-functional support for customers of Student Affairs Technology Services (SATS). This position will be the primary lead for all IT support for Transit and serve a secondary role for Campus Living and Dining’s IT support. This position will work collaboratively with these departments, SATS, ITCS, vendors and university resource partners to manage Transit, Dining and Campus Living’s major technology systems and associated technical infrastructure.
This position’s support includes the telecommunications in Transit’s dispatch, fleet management of over 60 vehicles; management of 18 servers, 40+ registers; involves PCI support for credit card intake, video recordings, facility access, housing placements and various custom applications. These custom applications will require a foundation level of SQL and programming knowledge to support. The position will support a wide range of technologies/hardware/software to support operations for Campus Living, dining halls/retail locations, and Transit’s transportation services.
These systems include but are not limited to:

• Fleet Management System
• Fleet Reporting System
• Fleet Maintenance Management System
• Dining register system
• Housing Management System
• Housing Access System
• On-Demand Ride Request System
• Various Custom Applications

Support of these systems include troubleshooting of system errors and application malfunctions. Installation and configuration of new software patches for operating systems, server services, and server applications. Administration activities include managing and modifying data feeds, access control lists, server log reviews, data backup verifications, firewall configurations, and system health/performance monitoring.
Administer, maintain, troubleshoot, perform health checks and training for:Computer aided dispatch and telecommunications consoles in Transit dispatch. Dispatch includes all dispatch software technologies, camera network, phone recordings/configuration, and Wi-Fi/cellular/radio systems.Security camera network with cameras located at ECU Transit.Onboard vehicle surveillance camera systems located on each vehicle and video off-load in Transit garage.All vehicle onboard systems health/programming/updates/support Clever IVNs, WLAN, cellular modem, GPS, transit control head, destination signs, passenger counters, and Motorola two-way radio.Radio dispatch console software and hardware; console computers, radio units, and associated equipmentAll data feeds and file format management for information flowing into and out of all technical systems for system accuracy, reliability, and reporting. These feeds include various Banner interfaces as well as geolocation data for bus stops/routes.Digital signage at bus stops.Administer Transit’s content management system for all front facing web pages.Working with fleet maintenance to troubleshoot and repair any onboard technology; Cummins, Voith, Allison, Chevrolet, Ford, Mercedes, IO multiplex, Prevost, Clever Devices, Apollo, Safety Vision, Verint, Luminator.
Position will document all appropriate information to support and maintain specialized systems/technologies. Documentation will also include ongoing reports and support tickets that detail projects, support areas, systems performance, inventory lists of hardware/software and evaluation of emerging technologies and those used by peer institutions.
Position will be the critical factor to ensure that all systems adhere to university accepted information technology standards and best practices. This will involve close interaction with SATS and ITCS units (Central Project Office, Server Team, Networking, Workstation Support) for all mentioned technologies and systems.
Responsible for security of the applications and the development of policies and procedures that establish user rights and profiles for staff, professional and student users. The position is responsible for the development, revision and testing of disaster recovery and security plans.
Position will assess user needs from concept to completion through departmental consultation and evaluation of university and/or external available resources. Position will utilize proficient project management skills in order to establish timelines, document technical specifications and incorporate user needs into ongoing development plans. Position will work both independently and in a collaborative, team environment. Position will work with a wide-array of technologies and users and use excellent verbal and written communication skills. Position will manage multiple projects and prioritize tasks and ensure adherence to budget, schedule, user expectations and scope.

Minimum Education/Experience:

Bachelor’s degree or equivalent combination of education and experience.

Full time or Part time: Full Time

Position Location (city): Greenville

Position Number: 500485

Organizational Unit Overview:

The Division of Student Affairs actively supports the University’s missions of education, research, and service by providing comprehensive programs and services to assist each student in developing intellectually, socially, morally, and culturally. The Division anticipates students’ developmental needs throughout their collegiate experiences and promotes students development by fostering a community of learning, which encourages individual student involvement and participation. The Division of Student Affairs provides a broad range of support services, activities, and programs that seek to: Assist students in developing respect and appreciation for individual differences, interpersonal civility, and human rights. Enhance the learning environment, facilitate retention, and optimize the student experience. Accommodate the diverse needs of all students. Support a community environment that is welcoming, safe, and secure. Assist students in meeting their basic needs for housing, nutrition, and physical and emotional well-being. Provide the means for students to become active participants and leaders in their own learning. Assist students in developing logical thought processes and sound decision-making skills. Assist students in developing an appreciation of the arts. Moreover, the division seeks to contribute to the development of the whole individual by fostering in each student a deeper appreciation of the importance of life-long learning, individual responsibility, and human diversity. Through collaboration, the division provides programs and services that are grounded in theory, assessment, and sound practice.

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About East Carolina University
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.
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