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Technology Support Analyst

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North Carolina State University

Job Description

Posting Number

PG194427SP

Internal Recruitment

No

Working Title

Technology Support Analyst

Anticipated Hiring Range

$60,000 - $72,000

Work Schedule

Monday through Friday, 8AM to 5PM. Partial hybrid off-site arrangements may be available after initial training and probation period.

Job Location

Raleigh, NC

Department

Information Technology & Engineering Computer Services

About the Department

Information Technology and Engineering Computing Services (ITECS) provides services and computing environments for the students, faculty and staff of the College of Engineering at NC State University. ITECS accomplishes this through a combination of IT support activities, active collaboration and partnership with other IT support entities within the University.

The ITECS Service Desk team strives to provide exceptional service to our clients and partners. This service includes:

  • Contact with clients in person, through our Incident ticketing system, and by phone to resolve on-demand issues.
  • Consultations and quotes on technical equipment purchases.
  • Management of hardware and software in computer labs.
  • Coordinating the replacement of computer components under warranty.
  • Software licensing and packaging.
  • Support for other departmental resources such as VCL / AVD cloud computing, Linux configuration, and Classroom Technology.
  • Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (MECM/SCCM), Active Directory and Jamf.

Essential Job Duties

This position is expected to possess solid technical knowledge and proficiency, a strong commitment to improvement and teamwork, good follow up and communication skills, and professional respect for all clients, team members and partners.

The Technology Support Analyst is an integral team member within the Service Desk. Our clients are working primarily with people in this role so a service-minded approach is essential. Our Technology Support Analysts are the public face of our division and have the ability to shape the positive perception of our clients. This responsibility is an important part of our service.

This candidate is expected to:
  • Communicate effectively and respectfully with clients of varying technical knowledge, addressing their needs and concerns.
  • Utilize strong time management skills to prioritize competing support incidents, tasks and projects.
  • Exhibit a team-centric mindset by sharing ideas, information, feedback and support to others.
  • Maintain demeanor and diplomacy in times of high volume or difficult situations.
  • Provide Tier 1 onsite support to clients at assigned location.
  • Assist other Service Desk team members with their tasks and projects.
  • Resolve Incidents that require advanced knowledge and complex technical solutions.
  • Be able to act with discretion and evaluate problems or situations encountered. This may be the only person on site in many instances and must be able to make independent judgments.
  • Methodically troubleshoot issues regarding network connectivity, hardware and software, and audio visual equipment while using all available resources to independently solve problems.
  • Configure, maintain and organize device endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager and Jamf.
  • Install Microsoft, Linux and Apple Operating Systems.
  • Develop scripting solutions for routine tasks.
  • Maintain accurate inventory records for all computer equipment, printers, technology supplies and accessories
  • Act as Project Manager for client-facing and technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
  • Act as a backup to Tier 2 team members in their initiatives and projects.
  • Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base portals.
  • Assist in the training and mentorship of Tier 1 staff, including Student Technicians.

Other Responsibilities

  • Other duties as assigned by the Service Desk Manager.


Minimum Experience/Education

Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.

Other Required Qualifications

  • Excellent customer service and communication skills
  • Strong troubleshooting skills to methodically resolve problems
  • Experience installing and configuring Windows Operating Systems
  • Experience installing and configuring Ubuntu and/or RHEL Linux Operating Systems
  • Experience using and configuring Active Directory
  • Experience creating automation scripts
  • Strong communication, time-management and organizational skills
  • Resourcefulness in using available tools and documentation
  • Ability to apply new training and procedures
  • Ability to lift 50 pounds with or without reasonable accommodation

Preferred Qualifications

  • Experience using Microsoft Endpoint Configuration Manager (SCCM) to deploy software, create queries or reports
  • Experience creating and configuring Group Policies
  • Experience creating automation scripts in PowerShell
  • Experience managing projects
  • Experience configuring Apple devices via Jamf
  • Experience using ServiceNow Incident Management or other ticketing systems
  • Experience training team members

Required License or Certification

N/A

Valid NC Driver's License required

No

Commercial Driver's License Required?

No

Job Open Date

01/17/2025

Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.)

01/27/2025

Notice to Applicants

Please note that the work history on your resume must also be included in your application.

Special Instructions

Please include a resume, cover letter, and contact information for at least three professional references.

Position Number

00111277

Position Type

SHRA

Position Classification Band Title

Technology Support Analyst

Position Classification Band Level

Journey

Position Classification Salary Range

$ 35,406 - $ 95,992

Salary Grade Equivalency

IT03

Alternate Option

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week)

1.0

Appointment

12 Month Recurring

Mandatory Designation - Adverse Weather

Non Mandatory - Adverse Weather

Mandatory Designation - Emergency Events

Non Mandatory - Emergency Event

Time Limited Position

No

Department Id

143401 - Information Technology & Engineering Computer Services

AA/EEO

NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

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