Job No. 155343
- Job Title:
- OIT Managed Desktop Support Analyst
- Employer:
-
North Carolina State University at Raleigh
- Location:
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Raleigh , NC
- Posting Date:
- 02-Apr-2025
- Description:
-
About the Department
Technology Support Services (TSS) provides a variety of technology support and consulting services for the NC State University campus community. Major service areas include:
The NC State University IT Help Desk which provides services for OIT and other campus IT service providers.
Managed desktop environments for Windows and Macintosh workstations (OIT Managed Desktop)
Design, implementation and ongoing support for campus learning spaces (ClassTech)
Student-focused computing (ResNet, OIT Walk-in Center, student labs, printing)
IT service management process support and tools (ServiceNow)
Hosted server and application services
Enabling services for Windows workstations
Essential Job Duties
This role provides advanced support for workstations, including operating systems, drivers, applications, and peripheral devices within OIT’s Managed Desktop Service (OITMD). The IT Support Specialist resolves workstation issues both remotely and on-site, ensuring high-quality customer service. Responsibilities include hardware, software, networking, and system integration support, requiring technical expertise and strong communication skills to assist diverse users.
Key Responsibilities
Workstation Configuration & Troubleshooting
Utilize SCCM, Jamf Pro, and other tools to manage and support computing environments.
Deploy, configure, and troubleshoot Windows and Mac endpoints.
Provide application support and resolve complex workstation issues.
Maintain and support test environments for enterprise system upgrades.
Customer Service & Communication
Deliver outstanding customer service with clear, user-friendly communication.
Take ownership of technical issues, ensuring timely resolution and follow-ups.
Mentor colleagues and promote positive customer relationships.
Technical Consulting & Business Analysis
Collaborate with clients to understand IT needs while ensuring security and operational standards compliance.
Provide guidance and recommendations to improve IT processes and services.
Project Management
Effectively manage tasks and participate in IT projects.
Demonstrate problem-solving skills and initiative in daily work.
Lead small project teams or function as a technical expert when required.
Other Responsibilities
Other duties as assigned.
Qualifications
Minimum Education and Experience
Bachelor’s degree in Information Technology or a related field and one year of relevant experience; OR Associate’s degree in Computer Science, IT, or a related discipline with three years of relevant experience; OR High School Equivalency with six years of IT experience.
Other Required Qualifications
Customer Service: Ability to work with end-users, understand needs, and provide professional support.
Windows & Mac Support: Troubleshoot OS and application issues, configure devices, and maintain IT environments.
Technical Communication: Clearly explain technical concepts to diverse audiences.
IT Security: Ensure compliance with security protocols and best practices.
Preferred Qualifications
Experience with IT service management tools (e.g., ServiceNow, Remedy, Zendesk).
Strong proficiency in Windows 10/11 and Mac OS.
Working knowledge of Active Directory, SCCM, and JAMF.
Familiarity with remote management tools and networking concepts.
Experience supporting enterprise applications and security best practices.
- Contact information:
- North Carolina State University at Raleigh
- Raleigh, NC 27695
- United States
- Employer's Website:
-
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