Posting Information
| Posting Number |
PG194028EP |
| Internal Recruitment |
No |
| Working Title |
OIT Managed Desktop Support Analyst |
| Anticipated Hiring Range |
Commensurate with experience |
| Work Schedule |
Monday- Friday, 8:00 am - 5:00 pm |
| Job Location |
Raleigh, NC |
| Department |
Technology Support Services |
| About the Department |
Technology Support Services (
TSS) provides a variety of technology support and consulting services for the NC State University campus community. Major service areas include:
- The NC State University IT Help Desk which provides services for OIT and other campus IT service providers.
- Managed desktop environments for Windows and Macintosh workstations (OIT Managed Desktop)
- Design, implementation and ongoing support for campus learning spaces (ClassTech)
- Student-focused computing (ResNet, OIT Walk-in Center, student labs, printing)
- IT service management process support and tools (ServiceNow)
- Hosted server and application services
- Enabling services for Windows workstations
|
| Essential Job Duties |
This role provides advanced support for workstations, including operating systems, drivers, applications, and peripheral devices within OIT's Managed Desktop Service (
OITMD). The IT Support Specialist resolves workstation issues both remotely and on-site, ensuring high-quality customer service. Responsibilities include hardware, software, networking, and system integration support, requiring technical expertise and strong communication skills to assist diverse users.
Key
Responsibilities
Workstation Configuration & Troubleshooting
- Utilize SCCM, Jamf Pro, and other tools to manage and support computing environments.
- Deploy, configure, and troubleshoot Windows and Mac endpoints.
- Provide application support and resolve complex workstation issues.
- Maintain and support test environments for enterprise system upgrades.
Customer Service & Communication
- Deliver outstanding customer service with clear, user-friendly communication.
- Take ownership of technical issues, ensuring timely resolution and follow-ups.
- Mentor colleagues and promote positive customer relationships.
Technical Consulting & Business Analysis
- Collaborate with clients to understand IT needs while ensuring security and operational standards compliance.
- Provide guidance and recommendations to improve IT processes and services.
Project Management
- Effectively manage tasks and participate in IT projects.
- Demonstrate problem-solving skills and initiative in daily work.
- Lead small project teams or function as a technical expert when required.
|
| Other Responsibilities |
Other duties as assigned. |
Qualifications
| Minimum Education and Experience |
Bachelor's degree in Information Technology or a related field and one year of relevant experience; OR Associate's degree in Computer Science, IT, or a related discipline with three years of relevant experience; OR High School Equivalency with six years of IT experience. |
| Other Required Qualifications |
Customer Service: Ability to work with end-users, understand needs, and provide professional support.
Windows & Mac Support: Troubleshoot OS and application issues, configure devices, and maintain IT environments.
Technical Communication: Clearly explain technical concepts to diverse audiences.
IT Security: Ensure compliance with security protocols and best practices.
|
| Preferred Qualifications |
- Experience with IT service management tools (e.g., ServiceNow, Remedy, Zendesk).
- Strong proficiency in Windows 10/11 and Mac OS.
- Working knowledge of Active Directory, SCCM, and JAMF.
- Familiarity with remote management tools and networking concepts.
- Experience supporting enterprise applications and security best practices.
|
| Required License(s) or Certification(s) |
- Valid NC Driver's License is required (if not current, must be obtained within 30 days of hire).
|
| Valid NC Driver's License required |
Yes |
| Commercial Driver's License required |
No |
Recruitment Dates and Special Instructions
| Job Open Date |
04/02/2025 |
| Anticipated Close Date |
|
| Special Instructions to Applicants |
Please include a cover letter, resume, and contact information for professional references. |
Position Details
| Position Number |
00060176 |
| Position Type |
EPS/SAAO |
| Full Time Equivalent (FTE) (1.0 = 40 hours/week) |
1.0 |
| Appointment |
12 Month Recurring |
| Mandatory Designation - Adverse Weather |
Non Mandatory - Adverse Weather |
| Mandatory Designation - Emergency Events |
Non Mandatory - Emergency Event |
| Department ID |
513001 - Technology Support Services |
| AA/EEO |
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at 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. |
|
North Carolina State University
Commensurate with experience
Apr 02, 2025