Technology Support Specialist — Service Desk & Projects

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

Benefits offered by this job

Childcare benefits

Wellness & Recreation Membership

Wellness Programs

Job summary

NC State University is seeking a Technology Support Analyst for the Service Desk. The role requires a foundational IT background with strong communication and problem-solving skills to assist clients and maintain lab computing resources.

Responsibilities include onsite and remote support, documenting workflows, and collaborating on projects while upholding service standards and procedures. A valid NC driver’s license is required.

Qualifications

• Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in IT; or a bachelor’s degree with one year of IT experience; or a bachelor’s in Computer Science/IT; or an equivalent combination.
• All degrees must be from appropriately accredited institutions.

Responsibilities

• 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.
• 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.

Skills

Strong communication

Time-management

Organizational skills

Education

Associate's degree in Computer Science or IT

Bachelor's degree in Computer Science or IT

Equivalent combination of training and experience

Tools

Active Directory

SCCM

Jamf

Job description

NC State University is seeking a Technology Support Analyst for the Service Desk. The role requires a foundational IT background with strong communication and problem-solving skills to assist clients and maintain lab computing resources.

Responsibilities include onsite and remote support, documenting workflows, and collaborating on projects while upholding service standards and procedures. A valid NC driver’s license is required.