"Technology Support Analyst"

Technology Support Analyst

Company:
North Carolina State University

Job Location:

Category:
IT Support and Training

Type:
Full-Time

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/.

Department: 143401 - Information Technology & Engineering Computer Services

Location: Raleigh, NC

Essential Job Duties:
The Technology Support Analyst provides front-line technical assistance and customer service as a key member of the Service Desk team. Serving as a primary point of contact for clients, this position delivers reliable technical support, clear communication, and strong teamwork to ensure a positive experience across the division.

This position is responsible for:

• Communicating effectively with clients of varying technical backgrounds to assess and resolve support needs.
• Prioritizing and managing support incidents, tasks, and projects in alignment with Standard Operating Procedures.
• Providing Tier 1 onsite support at the assigned location and assisting with remote support for all campus sites.
• Troubleshooting network, hardware, software, and audiovisual issues and independently resolving problems using available resources.
• Configuring and maintaining endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager, and Jamf.
• Supporting computer lab technology, including desktops, printers, and peripherals.
• Participating in client-facing and technical improvement projects as a project manager or team member.
• Maintaining accurate documentation in ServiceNow, Google Workspace, and Knowledge Base systems.
• Assisting in training and mentoring Tier 1 staff and Student Technicians.

Other Work/Responsibilities:

• Other duties as assigned.

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.

Required Qualifications:

Preferred Qualifications:

• Apple configuration via Jamf
• Linux configuration and troubleshooting
• ServiceNow Incident Management
• Training team members
• Project management methodologies

Preferred Qualifications:

• Experience with endpoint management tools, including Microsoft Endpoint Configuration Manager (SCCM) and Jamf, for software deployment, device configuration, policy management, and creating queries or reports.
• Proficiency in Linux system configuration and troubleshooting (e.g., Ubuntu, RHEL).
• Demonstrated skill in Incident Management, preferably using ServiceNow or a comparable ITSM platform.
• Experience applying project management practices to plan, track, and execute technical or client-facing projects.
• Experience training, mentoring, or supporting team members in technical processes or tools.

Required license or certification:
N/A

Position Number: 00109884

Apply Now