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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technology Support Services Analyst - **Company:** North Carolina State University - **Location:** Raleigh, NC, United States - **Salary:** $35,406.0 - $95,992.0 - **Contract:** Temporary contract - **Skills:** Active Directory, Apple Mac Systems, Software Applications, Desktop Computing, Azure Active Directory, Tablet Computers, Microsoft InTune, Information Technology, Zendesk - **Published:** October 31, 2026 - **Apply:** https://jobs.ncsu.edu/postings/236931/pre_apply ## About the Role 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., * Experience in higher education IT environments, including programs such as: Active Directory, Group Policy, Microsoft Entra ID, Microsoft Intune, macOS support, and Windows 10/11 administration. * Proficiency administering and managing service tickets in Zendesk. * Working knowledge of telephony systems and services. * Proven ability to develop and maintain knowledge base documentation. * Project management experience or formal project management training 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 ## Description 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 The Textiles Creative and Technology Services (TCTS) Technology Support Services Analyst at the Wilson College of Textiles plays a key role in delivering high-quality technical support and ensuring the smooth operation of IT systems for students, faculty, and staff. As the Technology Support Services Analyst, you will lead in triaging and resolving technical issues, managing IT support requests, and training and mentoring our core team of part-time IT support technicians. Your work will involve troubleshooting and resolving a wide range of IT problems, providing technical support for classroom and lab computers, setting up and maintaining specialized software, and ensuring that all technology functions efficiently across various platforms. This position has a strong emphasis on providing excellent customer service and building community. As the support team lead, you set the tone for the level of quality service our community has come to expect., IT Support Coordination : * Lead and manage the triage of IT support requests, assigning tickets and ensuring timely resolution in line with departmental standards. * Provide training and mentorship to IT support technicians to enhance team performance and technical knowledge. * Oversee and report on team performance metrics to ensure effective service delivery and continuous improvement. * Monitor and manage service requests through the Zendesk platform, ensuring timely response and resolution. * Provide solutions and documentation for recurring issues, maintaining a knowledge base for the support team and end users. Technical Support and Troubleshooting: * Troubleshoot and resolve computer-related issues of varying complexity, including hardware, software, and peripheral devices. * Install, configure, and troubleshoot specialty software and ensure proper connectivity between computers and peripheral equipment. * Train end users on hardware functionality and common software applications to enhance the user experience and productivity. * Keep up to date with current IT security standards and apply them to protect systems and data. Classroom Technology and Asset Management: * Provide hands-on support for computers, tablets, printers, and other devices in classrooms, conference rooms, and laboratories. * Perform proactive checks to ensure classroom and laboratory computers are functioning properly and ready for academic use. * Assist in the redeployment or upgrade of computers using standard procedures, ensuring devices are properly configured and maintained. * Maintain inventory records for IT hardware and software to ensure accurate tracking and reporting. If you are a customer-focused IT professional, an effective team mentor, and driven by delivering reliable technology solutions in a dynamic academic community, we welcome you to apply. Other Responsibilities In addition to the core responsibilities of this role, there may be occasional opportunities to take on additional duties. This offers an opportunity to build on your skills, explore new areas, and gain a deeper understanding of the department's operations.