Application and Classroom Support Technician

Salary : $47,000.00 - $52,021.00 Annually
Location : Charlotte
Job Type: Full-Time Staff
Job Number: 202500069
Division: Operational Excellence
Department: Information Technology
Opening Date: 12/01/2025
Closing Date: 1/12/2026 11:59 PM Eastern

Responsibilities
Under the supervision of the Assistant Director of IT User Support & Service Delivery, the Application and Classroom Support Technician is responsible for the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications; provides advanced technical support for classroom technology; inclusive of computer labs, classroom instructor workstations, print system, audio/visual equipment,andotherfacilitiesfeaturingaudioandvideoconferencingandprojection systems.

SPECIFIC DUTIES AND RESPONSIBILITIES

ESSENTIAL JOB FUNCTIONS

Consult with users on the use of classroom technology, products, and services; develop and conduct training in operation and use of hardware and software.

Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.

Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.

Troubleshoot and coordinate resolution to Canvas related Tier 1 support calls.

Develop courses and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and customer satisfaction.

Provide direct support for faculty in the use of Turnitin and related software.

Provide direct support for faculty in the use of Respondus and related software

Prepare and maintain technical documentation and procedures; perform preventative maintenance and coordinate repair of multimedia hardware.

Understand and assist faculty members and students with Web 2.0 and tablet-based applications.

Carry out security administration by maintaining tables and adding, purging, and migrating users.

Support communication and information exchange with other members of IT as needed to provide optimal service to the campus community.

Assistmembersofthecampuscommunitywithgeneralbackupproceduresandrestorationfrom backup media.

Review the support strategies and the degree to which they meet the needs of those receiving the services; implement changes, as needed, to continuously improve service quality.

Coordinate and schedule work with vendor service providers.

Move computer equipment, weighing up to 25 pounds, to various campus locations as needed.

ADDITIONAL JOB FUNCTIONS

Develops and teaches training classes as assigned.
Performs other duties as assigned to support departmental and university operations.
WORK SCHEDULE
The work schedule for this position may vary based on university needs and events. While regular hours will generally follow standard business operations, the technician must be available for adjusted hours, evenings, or weekends as required to support academic and campus events.
Qualifications
A Bachelor's degree in computer technology, information technology, business or related field is required; an Associate's degree, supplemented by one to two years of experience in computer technology/ technology education or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Related work as IT support technician may be considered in lieu of degree. A+ or Network + Certification is helpful. Must demonstrate good written and spoken communication skills and the ability to troubleshoot multifaceted problems in a systematic manner. Must be able to work as a member of a collaborative team and provide excellent customer service to a diverse community of faculty, staff and students.

Supplemental Information
To apply, please include a cover letter, resume, and contact information for three supervisory references including the most recent supervisor.

Finalists for this position are subject to a background check. Employment is contingent upon the successful completion of a background investigation including criminal history and identity check.
We offer a complete benefits package to full-time employees working 30 or more hours per week including health care, dental, vision, retirement, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave.

Health Insurance Plans
The University offers two PPO Plans, one being a High Deductible Health Plan that are administrated by Healthgram and utilizes the Great West Health (GWH)-Cigna PPO network. A Wellness Premium discount is available to those that participate. A full vision benefit is included. Health insurance coverage becomes effective on the 61st day of employment.

Dental Insurance
The University offers dental coverage through Delta Dental of North Carolina. This coverage takes effect on the first day of the month following 60 days of continuous employment.

Life Insurance
The University provides a group term life insurance policy through The Standard with a value of one times the annual salary. This coverage takes effect on the first day of the month following 60 days of continuous employment.

Long-term Disability Insurance
The University provides each full-time employee with group long-term disability insurance through The Standard. This coverage takes effect on the first day of the month following 60 days of continuous employment.

Supplemental Policies
Supplemental life insurance and short-term disability, accident and cancer policies are available through Colonial and Aflac. Premiums for these individual policies may be paid through payroll deduction.

Retirement

To assist faculty and staff in planning for their retirement, Johnson C. Smith University provides a 403 (b) retirement plan utilizing TIAA that allows for supplemental and matching contributions. Enrollment in this plan is not automatic. Employees may elect a percentage towards supplemental contributions immediately. Eligible employees are required to make contributions in order to receive the University's matching contributions after one (1) year of service. The one-year waiting period may be waived if the employee participated in a TIAA retirement plan at a prior eligible institution (documentation required). A six-month waiver may also be available if the employee's most recent prior employer was a 403(b)-eligible organization (verification required). The University will match contributions on a dollar for dollar basis up to a maximum of 5% for eligible employees.

Sick Leave
Faculty and non-academic personnel accrue one paid day of sick leave for each month of employment the calendar year. Accrued but unused sick leave may be accumulated and carried over from year to year, up to a maximum of 60 days. Sick leave may be taken for the employee's personal illness, medical appointments or the illness of a parent, child or spouse.

Vacation Leave
Non-academic personnel earn one paid day of vacation leave for each month of employment during the calendar year. Administrative Officers and Non-academic personnel may accrue a maximum of 20 vacation leave days.

Bereavement Leave
Non-academic personnel will be granted up to three days of bereavement leave for the death of an immediate family member.

Other Leaves of Absence & Holidays
Other leaves of absence including sabbaticals, leave for military and jury duty, educational and Family/Medical Leave are available for eligible employees. The University is closed in observance of 13 holidays.

Tuition Remission
Full-time employees who have completed six months of continuous service are eligible to enroll in a maximum of three semester hours at Johnson C. Smith University and will receive a discount of one-half of the tuition cost. If an employee qualifies for tuition remission, the dependent children of that employee may also receive the tuition discount for up to 18 credit hours. Through the Council of Independent Colleges Consortium employees and their dependents may also be eligible for a full tuition waiver at one of over one hundred participating consortium schools.

HealthPlex and Wellness Programs
The grant-funded facility is available to all employees during the hours of operation and a coordinator is on duty to train employees to properly operate the equipment and get the most out of their workout routine. The University also sponsors a variety of Wellness programs throughout the year for faculty, staff and students.

Employee Assistance Program
The Employee Assistance Program (EAP) is designed to help employees and their immediate family members who are troubled by marital, financial, and emotional and substance abuse and other problems. Services provided through the EAP are strictly confidential and free of charge. University EAP services are provided through Atrium Health and The Standard.

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