Technology Support Analyst

North Carolina State University; Raleigh (NC); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account

Retirement Programs

Paid Time Off

Job summary

North Carolina State University is seeking a Technology Support Analyst to join the IT Service Desk. The role requires strong customer service skills and the ability to handle Tier 1 issues onsite and remotely, while collaborating with a service-oriented team.

The position emphasizes troubleshooting hardware, software, networking, and AV equipment, with duties including documentation and participation in projects and knowledge management.

Qualifications

• Associate's degree in Computer Science, Information Technology, or related discipline and one year of IT experience; or bachelor's degree and one year of IT experience.
• Experience with Windows OS, AD, SCCM, and Jamf is preferred.
• Strong customer service and communication skills are expected.

Responsibilities

• Provide Tier 1 onsite support to clients at assigned location.
• Assist Tier 1 staff with remote support at all locations.
• Troubleshoot network, hardware, software, and AV issues; document solutions.
• Configure devices and manage group policies and endpoint settings.

Skills

Customer service

Communication

Time management

Teamwork

Education

Associate's degree in CS/IT

Bachelor's degree

Tools

Active Directory

SCCM

Jamf

Windows OS

Job description

Job Posting Information

Posting Number

PG195271SP

Internal Recruitment

No

Working Title

Technology Support Analyst

Anticipated Hiring Range

$50,000 - $55,123

Work Schedule

Monday through Friday, 8AM to 5PM. Partial hybrid off-site arrangements may be available after initial training and probation period

Job Location

Raleigh, NC

Department

Information Technology & Engineering Computer Services

About the Department

Information Technology and Engineering Computing Services (ITECS) provides services and computing environments for the students, faculty and staff of the College of Engineering at NC State University. ITECS accomplishes this through a combination of IT support activities, active collaboration and partnership with other IT support entities within the University.

The ITECS Service Desk team strives to provide exceptional service to our clients and partners. This service includes:

• Contact with clients in person, through our Incident ticketing system, and by phone to resolve on-demand issues.
• Consultations and quotes on technical equipment purchases.
• Coordinating the replacement of computer components under warranty.
• Maintenance of physical computing labs.
• Software licensing and packaging.
• Initial support for other departmental resources such as VCL / WVD cloud computing, Linux configuration, and Classroom Technology.
• Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (SCCM), Active Directory and Jamf.

Wolfpack Perks and Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well‑being. As you consider this opportunity, we encourage you to review our Employee Value Propositionand learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcarebenefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

Essential Job Duties

This position is expected to possess solid technical knowledge and proficiency, a strong commitment to improvement and teamwork, good follow‑up and communication skills, and professional respect for all clients, team members and partners.

The Technology Support Analyst is an integral team member within the Service Desk. Our clients are working primarily with people in this role so a service‑minded approach is essential. Our Technical Support Analysts are the public face of our division and have the ability to shape the positive perception of our clients. This responsibility is an important part of our service.

This candidate is expected to:

• Communicate effectively with clients of varying technical knowledge, addressing their needs and concerns.
• Utilize strong time management skills to prioritize competing support incidents, tasks and projects in compliance with Standard Operating Procedures.
• Exhibit a team‑centric mindset by sharing ideas, information, feedback and support to others.
• Maintain demeanor and diplomacy in times of high volume or difficult situations.
• Provide Tier 1 onsite support to clients at assigned location.
• Assist other Tier 1 staff with remote support to clients at all locations.
• Methodically troubleshoot issues regarding network connectivity, hardware and software, and audio visual equipment while using all available resources to independently solve problems.
• Configure, maintain and organize device endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager and Jamf.
• Manage the health of computer lab inventory including desktop machines, large‑format printers, and other peripherals.
• Act as Project Manager or Project Team Member for client‑facing and technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
• Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base portals.
• Assist in the training and mentorship of Tier 1 staff, including Student Technicians.
• Other duties as assigned by the Service Desk Manager.

Other Responsibilities

• Escalate Incidents that require advanced technical support to Tier 2 team members.
• Provide secondary support to Tier 2 team members for projects and tasks involving tools such as Microsoft Active Directory, SCCM and Jamf.
• Assist with maintenance of outside vendor supported equipment.
• Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base portals.
• Assist in the training and mentorship of Tier 1 staff, including Student Technicians.
• Other duties as assigned by the Service Desk Manager.

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.

Preferred Qualifications

• 1 to 2 years professional work experience providing basic to mid-level technical troubleshooting support directly to clients
• 1 year professional work experience installing and configuring Windows Operating Systems
• Demonstrable knowledge of Active Directory and SCCM
• Excellent customer service skills
• Strong communication, time‑management and organizational skills
• Resourcefulness in using available tools and documentation
• Ability to lift 50 pounds with or without reasonable accommodation

Required License or Certification

N/A

Valid NC Driver's License required

No

Commercial Driver's License Required?

No

Job Open Date

10/15/2026

Earliest Close Date

10/21/2026

Notice to Applicants

Please note that the work history on your resume, must also be included in your application.

Special Instructions

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Position Number

00061954

Position Type

SHRA

Position Classification Band Title

Technology Support Analyst

Position Classification Band Level

Contributing

Position Classification Salary Range

$ 35,406 - $ 95,992

Salary Grade Equivalency

IT01

Alternate Option

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

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

Time Limited Position

No

Department Id

143401 - Information Technology & Engineering Computer Services

EEO

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 [phone] or [e-mail].

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.