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Department: 180601 - Textiles Creative and Technology Services
Location: Raleigh, NC
Essential Job Duties:
The Textiles Creative and Technology Services (TCTS) Technology Support Services Analyst at the Wilson College of Textiles plays a key role in delivering high-quality technical support and ensuring the smooth operation of IT systems for students, faculty, and staff. As the Technology Support Services Analyst, you will lead in triaging and resolving technical issues, managing IT support requests, and training and mentoring our core team of part-time IT support technicians. Your work will involve troubleshooting and resolving a wide range of IT problems, providing technical support for classroom and lab computers, setting up and maintaining specialized software, and ensuring that all technology functions efficiently across various platforms. This position has a strong emphasis on providing excellent customer service and building community. As the support team lead, you set the tone for the level of quality service our community has come to expect.
Key Responsibilities:
IT Support Coordination :
- Lead and manage the triage of IT support requests, assigning tickets and ensuring timely resolution in line with departmental standards.
- Provide training and mentorship to IT support technicians to enhance team performance and technical knowledge.
- Oversee and report on team performance metrics to ensure effective service delivery and continuous improvement.
- Monitor and manage service requests through the Zendesk platform, ensuring timely response and resolution.
- Provide solutions and documentation for recurring issues, maintaining a knowledge base for the support team and end users.
- Troubleshoot and resolve computer-related issues of varying complexity, including hardware, software, and peripheral devices.
- Install, configure, and troubleshoot specialty software and ensure proper connectivity between computers and peripheral equipment.
- Train end users on hardware functionality and common software applications to enhance the user experience and productivity.
- Keep up to date with current IT security standards and apply them to protect systems and data.
- Provide hands-on support for computers, tablets, printers, and other devices in classrooms, conference rooms, and laboratories.
- Perform proactive checks to ensure classroom and laboratory computers are functioning properly and ready for academic use.
- Assist in the redeployment or upgrade of computers using standard procedures, ensuring devices are properly configured and maintained.
- Maintain inventory records for IT hardware and software to ensure accurate tracking and reporting.
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 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:
- Education & Experience: Bachelor's degree (or equivalent experience) in Computer Science, Information Systems, or a related field, backed by 1+ years of full-time technical experience (preferably in IT support) with a proven track record of troubleshooting and resolving complex technical issues.
- Leadership & Team Development: Strong leadership abilities demonstrated through 1+ years of experience guiding, mentoring, and training technical support teams.
- Communication & Customer Service: Excellent communication and interpersonal skills with the ability to explain technical concepts clearly to non-technical users, paired with a proven track record of delivering stellar customer service.
- Operating Systems & Hardware Expertise: Expert knowledge of computer hardware and software troubleshooting, specializing in Windows 10/11 and maintained familiarity with macOS/iOS.
- Infrastructure & Systems Administration: Expert knowledge of on-premises Windows infrastructure (Active Directory & Group Policy) alongside hands-on experience with Microsoft cloud infrastructure (Entra & Intune).
Preferred Qualifications:
- Experience in higher education IT environments, including programs such as: Active Directory, Group Policy, Microsoft Entra ID, Microsoft Intune, macOS support, and Windows 10/11 administration.
- Proficiency administering and managing service tickets in Zendesk.
- Working knowledge of telephony systems and services.
- Proven ability to develop and maintain knowledge base documentation.
- Project management experience or formal project management training
Required license or certification:
N/A
Position Number: 00112421
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 [contact details available in the full listing] 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 [contact details available in the full listing] or [contact details available in the full listing].
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.
