Technology Support Services Analyst
NC State University
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Job summary
NC State University in Raleigh is seeking an IT Support Services Analyst to lead triage of IT issues for students, faculty, and staff. You will mentor a core team of part-time IT support technicians, manage Zendesk tickets, and ensure reliable operation of classroom and lab computers.
The role emphasizes customer service excellence, training, and proactive problem solving in a university setting. A NC Driver’s License is required, and the department supports professional development within the
Qualifications
- Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience; or bachelor’s degree and one year of experience; or bachelor’s degree in CS/IT or related discipline; or equivalent training and experience.
- All degrees must be from appropriately accredited institutions.
- Experience in higher education IT environments and familiarity with IT security standards are a plus.
Responsibilities
- Triage and manage IT support requests, ensuring timely resolution in line with departmental standards.
- Provide training and mentorship to IT support technicians to enhance team performance.
- Monitor and report on service requests in Zendesk and maintain a knowledge base.
- Troubleshoot hardware, software, and peripheral devices in classroom and lab settings.
- Assist in inventory management and redeployment or upgrade of computers using standard procedures.
Skills
Education
Tools
Job description
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.
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.
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 Proposition and learn more about what makes NC State the best place to learn and work for everyone.
Attain Work-life balance with our Childcare benefits, 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.
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
Required License or Certification
N/A
Valid NC Driver's License required
Position Classification Salary Range $ 35,406 - $ 95,992
Full Time Equivalent (FTE) (1.0 = 40 hours/week) 1.0
Appointment 12 Month Recurring
Salary Grade Equivalency NC12
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.
- * 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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