New

Technology Support Analyst

North Carolina State University

$ 35,406 - $ 95,992

United States, North Carolina, Raleigh

Apr 29, 2025

Job Posting Information

Posting Number	PG194565SP
Internal Recruitment	No
Working Title	Technology Support Analyst
Anticipated Hiring Range	$50,000 - $55,123
Work Schedule	M-F 8:00-5:00 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.
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 Responsibilities	Other duties as assigned by the Service Desk Manager.

Qualifications

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	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
Preferred Qualifications	Professional work experience using Microsoft Endpoint Configuration Manager (SCCM) to deploy software, create queries or reports Linux (Ubuntu or RHEL) configuration and troubleshooting Incident Management using ServiceNow or other related tools Project management
Required License or Certification	N/A
Valid NC Driver's License required	No
Commercial Driver's License Required?	No

Recruitment Dates and Special Instructions

Job Open Date	04/29/2025
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.)	05/06/2025
Notice to Applicants	Please note that the work history on your resume must also be included in your application.
Special Instructions	Please complete the required application fully and attach a resume, cover letter, and contact information for at least three professional references.

Position Details

Position Number	00110067
Position Type	SHRA
Position Classification Band Title	Technology Support Analyst
Position Classification Band Level	Contributing
Position Classification Salary Range	$ 35,406 - $ 95,992
Salary Grade Equivalency	IT01
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
Time-Limited Appointment Length (if applicable)
Department Id	143401 - Information Technology & Engineering Computer Services
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.