CALS IT Integration & Solutions Professional I

North Carolina State University; Raleigh (NC); On-site; USD 65,000 - 70,000; Full time

Job summary

North Carolina State University is seeking a CALS IT Integration & Solutions Professional I to provide hands-on technical support for faculty, staff, researchers, and students in the College of Agriculture and Life Sciences.

The role sits on the CALS IT Service Desk, embedded in college departments, where it diagnoses and resolves complex technical problems and deploys and integrates technology for each department's needs.

Qualifications

• Associate's or Bachelor's degree in IT with 0–4 years of IT experience, or equivalent combination of training and experience.
• Knowledge of Windows, macOS, Linux and experience with Active Directory and JAMF to deploy software.
• Ability to analyze event and application error logs.
• Valid NC driver's license or ability to obtain within 60 days of starting.

Responsibilities

• Diagnose root causes of problems affecting desktops, laptops, tablets, printers, and scanners; including hardware repair, imaging, and network support.
• Set up, secure, test, and deploy computing devices to campus network with configuration management.
• Support campus software such as Microsoft Office and Adobe products and ensure access to files and printers.
• Manage incidents and requests in ServiceNow through full resolution and communicate with users.
• Escalate advanced issues with documented steps and communicate status to users.
• Monitor network connectivity and availability of supported hardware/software using standard alerting tools.
• Assist with procurement and vendor interactions for hardware and software and track tasks.
• Write and maintain documentation for workarounds, incidents, and procedures.

Skills

Windows

macOS

Linux

Active Directory

JAMF

Log analysis

Education

Associate's or Bachelor's degree in IT

Tools

ServiceNow

Job description

North Carolina State University is hiring a CALS IT Integration & Solutions Professional I to provide hands‑on technical support for faculty, staff, researchers, and students in the College of Agriculture and Life Sciences. The role sits on the CALS IT Service Desk, embedded in college departments, where it diagnoses and resolves complex technical problems and deploys and integrates technology for each department's needs. It works day to day with the Service Desk Manager and the Systems Administration Team.

Highlights

• Diagnose the root cause of problems affecting departmentally purchased desktops, laptops, tablets, smartphones, printers, and scanners, including hardware repair, computer imaging, and network support.
• Set up, secure, test, and deploy computing devices by adding them to the campus network and configuration management system, verifying software installs, and updating drivers and firmware.
• Support campus software such as Microsoft Office and Adobe products, plus department‑specific applications, and confirm users can reach the software, file shares, and printers they need after each deployment.
• Manage incidents, requests, and tasks in ServiceNow through full resolution, keeping ticket details accurate and updating end users in person and in the system.
• Escalate advanced issues to the Service Desk Manager or the appropriate technical team with documented troubleshooting steps, user communications, and screenshots.
• Monitor network connectivity and the availability of supported hardware and software with standard alerting tools, responding before disruptions affect departmental or research work.
• Assist with procuring hardware and software under university requirements, work with vendors on warranty claims and repairs, and track assigned project tasks and due dates in the project management tool.
• Write and maintain documentation for workarounds, common incidents, troubleshooting procedures, and project implementations.
• Associate's degree in computer science, information technology, or a related field with 2-4 years of IT experience, or a bachelor's degree with 0-2 years, or an equivalent combination of training and experience.
• Knowledge of Windows, macOS, and Linux, and experience with Active Directory and JAMF to administer policies and deploy software, plus the ability to analyze event and application error logs.
• Preferred experience includes higher education IT support, Ubiquiti/UniFi equipment and wired and wireless LAN installation, and certifications such as CompTIA A+, Network+, ITIL Foundation, or CCNA.
• Salary of $65,000 to $70,000, Monday through Friday 8AM to 5PM in Raleigh, NC, with in-person support whenever possible and a valid NC driver's license required (or obtained within 60 days of starting).