Support Center Analyst
Job Description
Posting Number
PG194072SPInternal Recruitment
NoWorking Title
Support Center AnalystAnticipated Hiring Range
$55,124 to $60,000Work Schedule
Monday - Friday 8 AM - 5 PMJob Location
Raleigh, NCDepartment
Technology Support ServicesAbout the Department
OIT Vision: Be the IT organization people seek out as a partner for providing visionary strategies, creative solutions, objective information, and effective and efficient services in order to help them achieve their mission and goals.
OIT Mission: To provide nimble, effective, efficient and collaborative IT services, solutions and strategies in a timely and helpful manner that assists the university, state and nation in achieving their strategic goals.
The NC State University Help Desk is the primary point of contact for computing services at NC State. Our role is to support, in coordination with other campus consulting groups, the faculty, staff, and students of NC State in their computing and technology endeavors by focusing on understanding their needs and developing solutions that work for the campus community.
Essential Job Duties
- Provide second level IT support to the NC State campus community. This involves user support for all enterprise related software and other end-user support duties as assigned.
- Respond to telephone and email requests for support, including problem analysis, initial resolution and/or escalation.
- Communicate with IT customers regarding their issues, both verbally and by written correspondence.
- Communicate with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.
- Provide second level desktop and software troubleshooting for issues related to those items.
- Use the Remedy tracking software, to document, assign, and manage issues presented to the support center by our campus community.
Other Responsibilities
- Other duties as assigned.
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
- Recent support center/technical support experience.
- Strong working knowledge of Windows, Mac OS X, iOS, and Android
- Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access).
- Working knowledge of Active Directory and Group policy management
- Working knowledge of remote management technologies.
- Working knowledge of multiple web browsers (Google Chrome, Microsoft Edge, Firefox, and Safari).
Preferred Qualifications
- Excellent customer service skills, including the ability to work with users of all ability levels.
- Excellent telephone, oral and written communication skills.
- Extremely detailed oriented with ability to consistently follow team procedures and documentation.
- Ability to quickly learn several proprietary applications that are core to our campus community.
- Experience troubleshooting Windows, MacOS X, and mobile operating systems.
- Familiarity with web browsers and associated functionality (such as Chrome, Explorer, Firefox, and Safari)
Required License or Certification
Valid NC Driver's License required
NoCommercial Driver's License Required?
NoJob Open Date
06/21/2024Earliest 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.)
06/28/2024Notice to Applicants
Special Instructions
Position Number
00061828Position Type
SHRAPosition Classification Band Title
Technology Support AnalystPosition Classification Band Level
JourneyPosition Classification Salary Range
$ 35,406 - $ 95,992Salary Grade Equivalency
IT03Alternate Option
Full Time Equivalent (FTE) (1.0 = 40 hours/week)
1.00Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventTime Limited Position
NoDepartment Id
513001 - Technology Support ServicesAA/EEO
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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