IT Support Analyst

Location:

Raleigh, NC

Essential Job Duties:

The IT Support Analyst manages hardware, software operations, network maintenance, and user training. Reporting to the Division IT Manager, the successful candidate will leverage technical expertise and collaborate with the Support Services department within the Environmental Health and Public Safety (EHPS) division to deliver mission-critical support.

Technical Support:

Resolve hardware and software issues through direct troubleshooting, training, and consultation, while providing strategic recommendations to EHPS leadership.

Technical Solution Development:

Identify trends to develop proactive solutions, including training programs and software recommendations. This role provides direct support for all departmental hardware/software and recommends vendors to ensure seamless system integration and compatibility.

Position Duties

Technical Support

• Independently resolve complex hardware and software issues through troubleshooting, training, and technical consultation for EHPS staff.
• Identify recurring technical trends to develop comprehensive training programs and software-based solutions.
• Translate complex technical concepts for non-technical staff to facilitate problem resolution and effective user training.
• Maintain high responsiveness to time-sensitive tickets and urgent service requests
• Create requests for network port activations, phone relocations, and printer moves.
• Maintain the Resiliency operations center (ROC) technology equipment and server room
• Make sure devices are meeting EPS (endpoint protection standards) and best practices
• Identify data streaming and reporting opportunities for EHPS stakeholders, including form integrations; select appropriate IT tools and analysis techniques to diagnose and solve data-driven problems.
• Serve as the primary interface with Campus IT for all managed desktop devices and department endpoints.
• Apply knowledge of IT architecture and local systems to identify technology improvements and stay current with emerging IT solutions.

Planning and Organizing

• Collaborate independently with managers and external vendors on departmental projects to meet organizational goals.
• Provide immediate response to support requests by developing and implementing sustainable solutions.
• Track user licenses and annual software costs while serving as the departmental liaison for OIT security reviews.
• Collaborate with stakeholders to improve data integrity, tracking, and reporting functions.

Project Management

• Provide technical recommendations to EHPS staff regarding all utilized hardware and software.
• Evaluate and recommend vendors for equipment and software purchases to ensure enterprise compatibility.
• Serve on project planning teams and steering committees, supporting scope definition, resource allocation, budgeting, and deliverable monitoring.
• Develop implementation plans for new groups adopting enterprise solutions.
• Efficiently resolve broad-impact technical problems by consulting with campus partners to minimize downtime.
• Apply understanding of the project development life cycle, including application analysis, testing, and documentation, while fostering strong team and customer relationships.

Technical Knowledge

• Stay abreast of technological changes to provide ongoing support for new services and software.
• Experience with managing Active directory, administering permissions, and provisioning devices
• Maintain familiarity with programming languages (HTML, CSS, JavaScript) to perform website content updates and plugin management in WordPress.
• Manage multiple web page plugins and digital content, with the ability to perform more advanced development tasks as needed.
• Administer Google Workspace (Gmail, Drive, Calendar, Groups), including permission management and file access vetting.
• Utilize ITSM platforms (ServiceNow) to build reports and dashboards, contributing to ongoing platform development.
• Maintain a conceptual understanding of enterprise applications and proprietary databases common in higher education, such as Moodle, Qualtrics, and PeopleSoft.
• Apply a strong understanding of open-source data sets and software to meet business needs.
• Design and integrate efficient IT systems that reconcile the needs of varied teams.
• Develop forms and map customer stories for project development; maintain proficiency in Microsoft Office and Google Suite.

Consultancy Skills

• Structure web presentations and content to optimize community access while minimizing work disruption for EHPS staff.
• Solicit and incorporate customer feedback to continuously improve service delivery.
• Ensure accurate ticket tracking for the Support Services team and provide timely updates on difficult tasks.
• Facilitate IT Onboarding and Offboarding requests, ensure all steps are completed and signed off by the supervisor
• Create and update knowledge base links for EHPS service now portal
• Participate in committees to expand and improve departmental IT operations.
• Contribute to change management by reporting project status and recommending adjustments to project scope.
• Document application landscapes to proactively identify opportunities for leveraging technology solutions

Other Work/Responsibilities:

• Assist with special technology projects, including hardware testing, software installation, and campus enterprise mapping (security, printers, etc.).
• Research and recommend computer hardware that best aligns with individual staff requirements.
• Perform physical setup of workstations, including monitor stands and moving desktop equipment.
• Perform other duties as assigned.

Minimum Experience/Education:

• Bachelors and 0-2 years of experience, or an equivalent combination of education and experience.
• All degrees must be received from appropriately accredited institutions.

Required Qualifications:

• Demonstrated knowledge of IT hardware/software best practices.
• Experience with multidisciplinary problem-solving and critical program delivery.
• Self-motivated learner who stays current with technology trends, specifically AI.
• Ability to work under minimal supervision and manage time to meet strict deadlines.
• Strong ability to prioritize workloads and identify efficiency improvements during downtime.
• Articulate and succinct written and oral communication skills.
• Experience developing systems and applications tailored to customer needs.
• Strong organizational understanding to facilitate effective IT support and solution implementation.

Preferred Qualifications:

• Proven ability to multitask and manage a complex IT footprint.
• Minimum of 2 years in a technology support role.
• Proficiency with Windows-based hardware and software.
• Experience with Content Management Systems (CMS) and Learning Management Systems (LMS).
• 1 year of experience in web editing, graphic design, and website link management.
• Advanced knowledge of Google Workspace, Zapier, Lucidchart, and Looker Studio.
• Familiarity with Google Apps Script and workflow automations.
• CompTIA A+ or ITIL Foundation certifications.

Required License or Certification:

NA