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.
Management of hardware and software in computer labs.
Coordinating the replacement of computer components under warranty.
Software licensing and packaging.
Support for other departmental resources such as VCL / AVD cloud computing, Linux configuration, and Classroom Technology.
Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (MECM/SCCM), Active Directory and Jamf.
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 Technology 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 and respectfully with clients of varying technical knowledge, addressing their needs and concerns.
Utilize strong time management skills to prioritize competing support incidents, tasks and projects.
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 Service Desk team members with their tasks and projects.
Resolve Incidents that require advanced knowledge and complex technical solutions.
Be able to act with discretion and evaluate problems or situations encountered. This may be the only person on site in many instances and must be able to make independent judgments.
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.
Install Microsoft, Linux and Apple Operating Systems.
Develop scripting solutions for routine tasks.
Maintain accurate inventory records for all computer equipment, printers, technology supplies and accessories
Act as Project Manager for client-facing and technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
Act as a backup to Tier 2 team members in their initiatives and projects.
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 Responsibilities
Other duties as assigned by the Service Desk Manager.

Qualifications
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.

Other Required Qualifications
Excellent customer service and communication skills
Strong troubleshooting skills to methodically resolve problems
Experience installing and configuring Windows Operating Systems
Experience installing and configuring Ubuntu and/or RHEL Linux Operating Systems
Experience using and configuring Active Directory
Experience creating automation scripts
Strong communication, time-management and organizational skills
Resourcefulness in using available tools and documentation
Ability to apply new training and procedures
Ability to lift 50 pounds with or without reasonable accommodation
Preferred Qualifications
Experience using Microsoft Endpoint Configuration Manager (SCCM) to deploy software, create queries or reports
Experience creating and configuring Group Policies
Experience creating automation scripts in PowerShell
Experience managing projects
Experience configuring Apple devices via Jamf
Experience using ServiceNow Incident Management or other ticketing systems
Experience training team members