Technology Support Analyst

Internal Recruitment No Working Title Technology Support Analyst Anticipated Hiring Range $50,000 - $55,123 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.
• Coordinating the replacement of computer components under warranty.
• Maintenance of physical computing labs.
• Software licensing and packaging.
• Initial support for other departmental resources such as VCL / WVD cloud computing, Linux configuration, and Classroom Technology.
• Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (SCCM), Active Directory and Jamf.

Wolfpack Perks and Benefits As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone. What we offer, Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered. 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 Technical 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 with clients of varying technical knowledge, addressing their needs and concerns.
• Utilize strong time management skills to prioritize competing support incidents, tasks and projects in compliance with Standard Operating Procedures.
• 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 Tier 1 staff with remote support to clients at all locations.
• 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.
• Manage the health of computer lab inventory including desktop machines, large-format printers, and other peripherals.
• Act as Project Manager or Project Team Member for client-facing and technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
• 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 duties as assigned by the Service Desk Manager.

Other Responsibilities

• Escalate Incidents that require advanced technical support to Tier 2 team members.
• Provide secondary support to Tier 2 team members for projects and tasks involving tools such as Microsoft Active Directory, SCCM and Jamf.
• Assist with maintenance of outside vendor supported equipment.
• 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 duties as assigned by the Service Desk Manager.

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. Preferred Qualifications

• 1 to 2 years professional work experience providing basic to mid-level technical troubleshooting support directly to clients
• 1 year professional work experience installing and configuring Windows Operating Systems
• Demonstrable knowledge of Active Directory and SCCM
• Excellent customer service skills
• Strong communication, time-management and organizational skills
• Resourcefulness in using available tools and documentation
• Ability to lift 50 pounds with or without reasonable accommodation

Required License or Certification N/A Valid NC Driver’s License required No Commercial Driver’s License Required? No Recruitment Dates and Special Instructions, Please include as attachments a resume/CV and contact information for at least 3 professional references.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship. Position Details, 6. * Please select the response below that best describes your experience/education for the Technology Support Analyst.

• Associate’s with a major in computer science, information technology or related area and at least one year in information technology.
• Bachelor’s, Master’s, or Doctorate with a major in computer science or information technology or related degree.
• Associate’s, Bachelor’s, Master’s, or Doctorate in an unrelated field and at least one year experience in information technology.
• Combination of post high school education and/or experience in the field of technology to equal at least three years (ex. 1 year toward a related degree & 2 years of related experience).
• Did not complete high school but have a combination of high school education and experience in the field of technology to equal 7 years (ex. 1 year of high school & 6 years of related experience).
• None of the above

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 Time-Limited Appointment Length (if applicable)

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.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • How did you learn of this opportunity? + NCSU Website + NCSU Executive Search Services + Monster.com + CareerBuilder.com + InsideHigherEd.com + Other Online Job Board + Carolina Job Finder / Employment Guide + Job / Career Fair + The Chronicle of Higher Education + HERC + Professional Journal + Print Advertisement (Newspaper / Periodical) + Professional Organization + Direct Contact from NCSU HR Representative / Recruiter + NCSU Employee Referral + Social Media (LinkedIn, Twitter, Facebook, Other) + Other
2. • If you learned about this vacancy from “other source” or “other website”, please provide the source. (Open Ended Question)
3. • Can you demonstrate knowledge of how Active Directory and Microsoft Endpoint Configuration Manager (SCCM) work? + Yes + No
4. • How many years of experience do you have installing and configuring Windows Operating Systems? + 0 + 1 + 2 + More than 2 years
5. • How many years of professional work experience do you have providing basic to mid-level technical troubleshooting support directly to clients? + 0 + 1 + 2 + More than 2 years