This job has Expired
IT Analyst
Job Description
Posting Number
PG193510EPInternal Recruitment
NoWorking Title
IT AnalystAnticipated Hiring Range
$75,000 - $85,000Work Schedule
Monday through Friday, 8AM to 5PM Partial hybrid off-site arrangements available after initial training and probation period.Job Location
Raleigh, NCDepartment
Info Tech & Eng Computer SvcsAbout 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 a high level of technical knowledge and proficiency, a strong commitment to improvement and teamwork, excellent follow up and communication skills, and professional respect for all clients, team members and partners. This candidate is expected to:
- Communicate effectively and respectfully with clients of varying technical knowledge, addressing their needs and concerns.
- Effectively prioritize and resolve competing support incidents, tasks and projects.
- Maintain demeanor and diplomacy in times of high volume or difficult situations.
- Resolve Incidents that require advanced knowledge and complex technical solutions.
- Methodically troubleshoot issues on a variety of computer equipment and software.
- Develop scripting solutions for routine tasks.
- Configure Windows and Apple devices using Microsoft Active Directory, Microsoft Endpoint Configuration Manager (MECM/SCCM), Jamf and other required tools.
- Maintain and organize device endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager and Jamf.
- Create and update Microsoft Endpoint Configuration Manager Task Sequences.
- Linux configuration and troubleshooting.
- Act as Project Manager for technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
- Exhibit a team-centric mindset by sharing ideas, information, feedback and support to others.
- Create and maintain accurate and detailed documentation.
- Attend meetings with other campus IT personnel for the collaboration and enhancement of Active Directory and Linux solutions.
- Assist in the training and mentorship of team members and student technicians.
- Research and develop new methodologies for improvements to benefit our team, division and clients.
- Other duties as assigned by the Service Desk Manager.
Minimum Education and Experience
- Associate’s degree and 3 years experience in technical support directly related to this position’s essential job duties and required qualifications OR
- Bachelor’s degree and 2 years experience in technical support directly related to this position’s essential job duties and required qualifications OR
- Equivalent combination of education and relevant experience.
Other Required Qualifications
- Experience providing direct customer service in a technology support role
- Advanced diagnostic skills and proficiency in resolving technical issues
- Experience imaging with Windows Operating Systems
- Experience configuring Linux Operating Systems (Ubuntu and/or RHEL)
- Group Policy management experience
- Programming or scripting experience required. PowerShell scripting preferred.
- Resourcefulness in using available tools and documentation
- Exceptional customer service and communication skills
- Strong technical writing, organizational skills, and interpersonal skills for successful collaboration.
- Ability to prioritize and plan work effectively for self and peers.
- Ability to lift and move 50 pounds with or without reasonable accommodation
Preferred Qualifications
- Experience using Microsoft Endpoint Configuration Manager (MECM/SCCM)
- Linux configuration via Puppet/Foreman
- Apple configuration via Jamf
- Incident Management tools such as ServiceNow
- Team member training
- Project management methodologies
- Basic website and Wordpress support
Required License(s) or Certification(s)
N/A
Valid NC Driver's License required
NoCommercial Driver's License required
NoJob Open Date
07/05/2024Anticipated Close Date
Open Until FilledSpecial Instructions to Applicants
Please include a resume, cover letter and contact information for three professional references.
Position Number
00110898Position Type
EHRA Non-FacultyFull Time Equivalent (FTE) (1.0 = 40 hours/week)
1Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventDepartment ID
143401 - Info Tech & Eng Computer SvcsAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
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.
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.
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