Technology Support Analyst

North Carolina State University•Raleigh, NC

32d

About The Position

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. The Technology Support Analyst provides front-line technical assistance and customer service as a key member of the Service Desk team. Serving as a primary point of contact for clients, this position delivers reliable technical support, clear communication, and strong teamwork to ensure a positive experience across the division.

Requirements

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.
Valid NC Driver's License required

Nice To Haves

Experience with endpoint management tools, including Microsoft Endpoint Configuration Manager (SCCM) and Jamf, for software deployment, device configuration, policy management, and creating queries or reports.
Proficiency in Linux system configuration and troubleshooting (e.g., Ubuntu, RHEL).
Demonstrated skill in Incident Management, preferably using ServiceNow or a comparable ITSM platform.
Experience applying project management practices to plan, track, and execute technical or client-facing projects.
Experience training, mentoring, or supporting team members in technical processes or tools.

Responsibilities

Communicating effectively with clients of varying technical backgrounds to assess and resolve support needs.
Prioritizing and managing support incidents, tasks, and projects in alignment with Standard Operating Procedures.
Providing Tier 1 onsite support at the assigned location and assisting with remote support for all campus sites.
Troubleshooting network, hardware, software, and audiovisual issues and independently resolving problems using available resources.
Configuring and maintaining endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager, and Jamf.
Supporting computer lab technology, including desktops, printers, and peripherals.
Participating in client-facing and technical improvement projects as a project manager or team member.
Maintaining accurate documentation in ServiceNow, Google Workspace, and Knowledge Base systems.
Assisting in training and mentoring Tier 1 staff and Student Technicians.
Other duties as assigned.