Technology Support Services Analyst
NC State Wilson College of Textiles
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Benefits offered by this job
Job summary
NC State Wilson College of Textiles seeks a Technology Support Services Analyst to deliver high-quality IT support for students, faculty, and staff on the Raleigh campus. You will triage issues, coordinate ticket work in Zendesk, and mentor a team of part-time technicians while ensuring reliable classroom and lab technology.
The role emphasizes excellent customer service, teamwork, and proactive problem solving in a collegiate IT environment, with opportunities for professional development and
Qualifications
- Associate’s degree in Computer Science, IT, or related field and 1 year of IT experience, or a bachelor’s degree in CS/IT or related field with 1 year IT experience.
- Experience in higher education IT environments is preferred.
- Experience with Zendesk or similar ITSM ticketing systems is a plus.
Responsibilities
- Lead triage of IT support requests and assign tickets, ensuring timely resolution per standards.
- Provide training and mentorship to IT support technicians to improve team performance.
- Monitor service requests in Zendesk and maintain a knowledge base for end users.
- Troubleshoot hardware, software, and peripheral issues across classroom and lab environments.
- Maintain inventory records and support asset management initiatives.
Skills
Education
Tools
Job description
Job Posting Information
Posting Number PG195297SP
Internal Recruitment No Working Title Technology Support Services Analyst
Anticipated Hiring Range Commensurate with Experience
Work Schedule Monday - Friday, typically 8am-5pm or as determined with supervisor
Job Location Raleigh, NC
Department Textiles Creative and Technology Services
Over the past 125 years, the Wilson College of Textiles has developed a reputation for exceptional education, innovative research and productive industry partnerships. While we take pride in that legacy, we continue to set higher standards and new goals.
That means establishing sustainability as the foundation of everything we do. It means updating the cutting edge technology used in our state-of-the-art labs and studios. It means a commitment to a welcoming and supportive culture. Put simply, it means using our textiles expertise to improve quality of life for everyone.
We produce leaders who make a difference both at home in North Carolina and across the world. Students land top jobs in manufacturing, fashion, athletics, research, medicine, academia and more. Our faculty count the CDC, DOD and NSF as regular research partners.
The Wilson College provides both the community feel of a small college and the resources of NC State University, a leading land-grant public research institution and recognized as one of the best employers in the state. Not to mention, it’s located in the heart of Raleigh, North Carolina, which is consistently listed in U.S. News and World Report’s best American cities to live in.
At NC State, our employee value proposition aims to create an ecosystem of meaningful work opportunities that align with Wolfpack 2030: Powering the Extraordinary, NC State’s strategic plan. We strive to provide an accepting and dynamic culture, opportunities for personal growth and professional development, and programs to support your busy life. Simply put, we want you to achieve your highest potential at work.
If you’re a world-class applicant with a passion for higher education and a commitment to affecting positive change locally and globally, apply to become a part of our hyper-collaborative Wolfpack where everyone belongs.
- 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 Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.
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.
- 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.
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.
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.
- 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
N/A
Valid NC Driver's License required No Commercial Driver's License Required? No
Job Open Date 10/30/2026 Earliest Close Date (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.) 11/06/2026 Notice to Applicants
Position Number 00112421
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 NC12 Alternate Option
Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.0 Appointment 12 Month Recurring Mandatory Designation - Adverse Weather Mandatory - Adverse Weather Mandatory Designation - Emergency Events Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure Time Limited Position No Time-Limited Appointment Length (if applicable)
Department Id 180601 - Textiles Creative and Technology Services
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 (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.
Required fields are indicated with an asterisk (*).
- * How did you learn of this opportunity?
- NCSU Website
- NCSU Executive Search Services
- Monster.com
- CareerBuilder.com
- InsideHigherEd.com
- Other Online Job Board
- Carolina Job Finder / Employment Guide
- Job / Career Fair
- The Chronicle of Higher Education
- HERC
- Professional Journal
- Print Advertisement (Newspaper / Periodical)
- Professional Organization
- Direct Contact from NCSU HR Representative / Recruiter
- NCSU Employee Referral
- Social Media (LinkedIn, Twitter, Facebook, Other)
- Other
- If you learned about this vacancy from "other source" or "other website", please provide the source. (Open Ended Question)
- * Which of the following have you worked with in a professional environment? (Check all that apply.)
- Active Directory
- Group Policy
- Microsoft Entra ID
- Microsoft Intune
- Zendesk (or another ITSM ticketing platform)
- macOS support
- Windows 10/11 administration
- * What interests you about providing IT support in a college environment, and specifically at the Wilson College of Textiles? (Open Ended Question)
- * Have you trained, coached, or provided guidance to others in a leadership or mentoring capacity?
- Yes
- No
- Resume
- Cover Letter
- Contact Information for References
NC STATE UNIVERSITY
RALEIGH, NC 27695
PHONE: (919) 515-2011
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