Job Description

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:
Medical, Dental, and Vision
Flexible Spending Account
Retirement Programs
Disability Plans
Life Insurance
Accident Plan
Paid Time Off and Other Leave Programs
12 Holidays Each Year
Tuition and Academic Assistance
And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

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.
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.

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