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:
This position provides support, including OS, driver, and application configuration and troubleshooting for workstations (desktop computers, laptops, and other supported devices) and peripherals that are part of OIT's Managed Desktop Service (OITMD).
The daily responsibilities include resolution of workstation problems, working either on-site with users, or remotely, while providing exemplary customer service. As part of the support process, this position provides support of hardware, applications, operating systems, and networking. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and to provide helpful and accurate information to peers and IT colleagues across campus. As a senior member of the OIT Managed Desktop Support team, this position may participate in in-depth application support, system integration and networking activities. This work requires very strong communication skills, an ability to effectively interact with a broad range of end-users and IT professionals, as well as, an ability to use a variety of resources for diagnosing and resolving technical problems.
Position Description/General Scope of Duties:
Workstation Configuration and troubleshooting
- Uses SCCM, Jamf Pro, and other support tools to manage computing systems and increase desktop support efficiencies.
- Images endpoints, deploys applications and provides troubleshooting for non-routine problems that arise.
- Provides updates on work progress to other support staff and the Service Desk using call tracking system.
- Builds test computing environments for enterprise system upgrades for EAS development teams as needed.
- Provide excellent customer service through prompt responses and communicating complex ideas in language that customers understand
- Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
- Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
- Communicates status of progress to the customer.
- Ability to communicate with clients to understand their business needs and provide solutions that meet those needs and still comply with standard operating procedures and campus security requirements.
- Follows up with clients to ensure that questions have been answered and no outstanding issues remain.
- Serves as a productive project team member through timely completion of assigned Tasks.
- Demonstrates initiative in solving problems associated with projects and daily work.
- Demonstrates effective planning and time management of individual tasks.
- May also lead project teams or work groups, serve as a technical expert to management, and/or functions in a project management capacity for projects scoped to the level of the position.
Minimum Experience/Education:
Bachelor's degree and one year of experience in the information technology field related to the area of assignment or Associate's degree in Computer Science, Information Technology, or related discipline and 3 years of experience in the information technology field related to the area of assignment; or High School Equivalency and 6 years of experience in the information technology field related to the area of assignment
Required Qualifications:
Customer Service
The ability to work directly with end users and departments, understand requirements and convey the same urgency back to the party requesting service in a respectful and professional manner.
Windows Endpoint Configuration and Support
Capability to support & administer vendor-specific hardware and operating systems, troubleshoot, diagnose and repair problems of moderate to high complexity. Knowledge of technology principles and terminology associated with SCCM, Active Directory, Print Servers, the OITMD Environment, & ServiceNow. Ability to independently resolve problems.
Apple Endpoint Configuration and Support
Capability to support & administer Apple-specific hardware and OS, troubleshoot, diagnose and repair problems of moderate to high complexity. Knowledge of technology principles and terminology associated with Apple OS 11 and higher systems, JAMF, Apple School Manager and other Apple compatible applications.
Technical Solution Development
Technical Solutions should be developed in conjunction with or knowledge of existing standards and processes. Solution development includes the ability to create solutions that work for the client, but must be sustainable over time and require knowledge transfer to other support staff members.
Communication
Ability to communicate technical information to individuals on varying levels of understanding. Ability to work closely with customers across the organization to assess needs and provide solutions.
IT Security
Knowledge of appropriate IT security measures required by the organization and the ability to configure and support the approved solutions/applications to meet requirements.
Preferred Qualifications:
- Familiarity with ITSM or ITIL focused Incident/Request/Change recording tools such as Remedy, Peregrine, HP Service Center, Zendesk or ServiceNow
- Strong working knowledge of Windows desktop (Windows 7 & 10).
- Working knowledge of Mac OS.
- Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access).
- Working knowledge of Microsoft System Center Configuration Manager/Active Directory, and other server-hosted applications
- Working knowledge of remote management technologies.
- Working knowledge of multiple web browsers (Google Chrome, Explorer, Firefox, Safari, and Opera).
- Working knowledge of network printer support in an Active Directory environment.
Required License or Certification:
Valid NC Driver's License is required (if not current, must be obtained within 30 days of hire).
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.
This is a Preview Listing…
You must sign in to see the full job description, and to apply.
Manage / Upgrade this job to a Full Job Listing.
Find Your Best Opportunity
Tell them AcademicJobs.com sent you!
