Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the
largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/ . Location: Raleigh, NC Essential Job Duties: As the Technology Support Analyst, you will provide technical support and IT services to end-users by troubleshooting hardware and software issues, managing computer systems, and supporting the installation and maintenance of technology across the organization. This role requires a broad understanding of Windows, macOS, and Linux environments, along with the ability to resolve technical issues, administer computer management systems, and deliver responsive customer service. Through hands-on technical support and collaboration with campus partners, you will help maintain reliable technology resources that support daily operations. Key Responsibilities: Technical Support & Device Management Independently determine and address the root cause of technical problems affecting departmentally purchased desktops, laptops, tablets, smartphones, printers, scanners, and other peripherals. Provide hardware repair, computer imaging, and network support. Support campus software, including Microsoft Office and Adobe products, as well as department-specific applications. Maintain a broad understanding of technologies needed to effectively support end users. Set up, secure, test, and deploy computing devices and peripherals based on users' needs. Add devices to the campus network and configuration management system; install or verify the automated installation of software; and update hardware drivers and firmware. Schedule deployments directly with users and verify their access to required software, file shares, printers, and other resources. Monitor network connectivity and the operational availability of supported hardware and software systems using standard management and alerting tools. Respond to identified issues to help prevent extended disruptions to departmental work or research activities. Service Desk Operations & Customer Support Actively manage incidents, requests, and assigned tasks within ServiceNow. Respond promptly to customer requests, maintain accurate ticket information, and manage tasks through full resolution and completion. Regularly and clearly communicate with end users regarding the status of incidents and requests, both in person and through ServiceNow. Collaborate with other CALS IT staff and communicate with the Service Desk Manager and Systems Administration Team to provide updates, request additional guidance, and share relevant operational information. Escalate incidents and requests requiring advanced technical support, management assistance, or policy-related guidance to the Service Desk Manager or appropriate technical team. Escalations must include clear documentation of troubleshooting steps, results, communications with the end user, relevant screenshots, and other information needed to continue resolving the issue. Procurement & Project Coordination Assist with procuring hardware and software for university end users in accordance with university requirements and established CALS IT procedures. Work with hardware vendors to resolve warranty claims, repairs, and equipment-related issues. Record and maintain project information within the designated project management tool. Monitor assigned due dates, provide appropriate updates, complete assigned project tasks, and adhere to established project timelines. Documentation & Knowledge Management Create and maintain documentation for workarounds, commonly reported incidents, internal troubleshooting procedures, and recurring service requests. Develop documentation supporting project implementations and timelines, and provide documented updates for status reports. Join the CALS IT Service Desk and collaborate with a team of technology professionals to provide reliable IT support that helps faculty, staff, and researchers carry out their work across the college. If you are a customer-focused IT professional who enjoys troubleshooting technical challenges, supporting end users, and keeping technology resources running smoothly, we welcome you to apply. Other Work/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. Minimum Experience/Education: Associate's Degree in Computer Science, Information Technology, or related discipline and 2-4 years experience in the information technology field related to the area of assignment; or a Bachelor's degree and 0-2 years experience in the information technology field related to the area of assignment; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions. Required Qualifications: Ability to work independently and apply a broad understanding of various technologies to support end-users and clients. Knowledge of Windows, macOS, and Linux operating systems, including imaging, troubleshooting, and technical support. Ability to analyze event and application error logs to identify issues, determine solutions, and resolve technical problems. Experience with computer management systems, including Active Directory and JAMF, to administer policies and deploy software. Ability to communicate clearly and professionally, both verbally and in writing, while providing customer support Preferred Qualifications: Experience providing IT support in a higher education environment, particularly for customers using computing resources for academic or research purposes. Experience facilitating projects, coordinating vendors, and preparing cost estimates. Familiarity with Ubiquiti/UniFi equipment, hardware VPN configuration, and installation of wired and wireless LAN infrastructure. Experience with Active Directory administration tools and management of iOS and Android devices. Working knowledge of Google applications. Relevant industry certifications, such as CompTIA A+, Network+, Linux+, ITIL Foundation, Dell Certified Technician, Microsoft Certified Professional, or CCNA. Required License or Certification: Valid NC driver's license or the ability to obtain within 60 days of start. AA/EEO Statement: NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of 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.
