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Service Desk Analyst

Job Description

Posting Number

PG192262EP

Internal Recruitment

No

Working Title

Service Desk Analyst

Anticipated Hiring Range

$52,000 - $57,000

Work Schedule

M-F, 8:00 am-5:00 pm on-site

Job Location

Raleigh, NC

About the Department

The primary function of CHASS IT is to provide information technology support and maintenance to the College of Humanities and Social Sciences. The unit provides specialized, customized programming and applications development; support and maintenance of technology classrooms, instructional labs spaces, and general computer labs; support and maintenance of PC and Apple desktop and laptop systems; support and maintenance of network and local printers; and creation, support, and maintenance of the required infrastructure to support and facilitate these activities.

CHASS IT works with a technical infrastructure that encompasses over 1200 client computers (Windows and Mac); over 100 tablet computers; over 20 physical servers; over 20 virtual servers; 3 large open-seating computer labs; 10 instructional labs; almost 300 lab computers; over 35 technology-enhanced classrooms; 12 technology-enabled conference rooms; and technology-enabled open spaces within the college. Additionally, staff from the unit participates in campus-wide IT projects (such as campus Linux services). The unit manages hardware and software acquisitions for the college; manages software licensing; assists in scholarly research data security planning and implementation; and assists faculty directly in the application of technology to achieve pedagogical goals.

Essential Job Duties

The primary purpose of this position is to provide technical support to the College of Humanities and Social Sciences. The employee will provide various technical support in the form of software support; hardware support; client consultation; and end-user training. The employee will document answers to commonly asked questions in order to create knowledge base articles in the campus IT service management tool.

The employee will work with a variety of technologies including Windows PCs; Apple/Mac computers; tablets; local and network printers; smart phones; document and flatbed scanners; and in-office networking issues. The employee will resolve advanced issues involving client software; routine and non-routine hardware issues; routine and non-routine operating system issues; and a variety of other technical problems that may arise.


Responsibilities include:
  • Performing initial setups, installations and/or imaging of new devices and connecting them to the campus network. Ensuring correct/latest hardware drivers are installed.
  • Installation (or verifying the automated installation) of software packages.
  • Coordinating with end users to transfer data, settings, etc. from old endpoints to their replacements.
  • Resolution of technical issues affecting university-owned devices (desktops, laptops, tablets, printers, scanners, etc.).
  • Providing assistance with a variety of software packages including Microsoft Office, Google Apps, Adobe Acrobat, etc.
  • Providing thorough communication with end users regarding the status of incidents or requests for assistance via the university incident tracking system (ServiceNow). This also includes updating incident requests internally with resolution information for future reference as well as updating managers on the status of open incidents assigned.
  • Ensuring IT assets are properly logged into the college’s asset tracking system and audit items periodically.
  • Creating and updating documentation such as answers to frequently asked questions, knowledge base articles for end users, and internal information for reference by other staff members.

Other Responsibilities

  • Assisting with the surplus of equipment and items that are at the end of their lifecycle.
  • Training end users on basic IT tasks, the use of software packages and features, or basic security measures (such as the use of two-factor authentication).
  • The employee may also assist with basic software licensing tasks.

Minimum Education and Experience

Bachelor’s degree with two years of relevant experience; or Master’s degree and at least one year of relevant experience; or an equivalent combination of education, training and relevant experience

Other Required Qualifications

  • Strong customer service skills in an information technology environment.
  • Thorough knowledge of client operating systems (Windows 10, Mac OS, Linux).
  • Thorough knowledge of desktop and laptop hardware.
  • Experience with typical diagnostics and troubleshooting techniques.
  • Ability to document technical solutions for end-users and other support team members.

Preferred Qualifications

  • Prefer previous experience in providing strong customer service, and/or previous coursework in information technology, and/or previous experience in information technology.
  • Knowledge/experience with incident tracking systems (such as ServiceNow).
  • Knowledge of software packages commonly used in the humanities and social sciences disciplines (SPSS, STATA, Adobe Creative Cloud, MS Office, etc.).
  • Basic knowledge of Microsoft ActiveDirectory and SCCM.
  • Basic knowledge of printer hardware.

Required License(s) or Certification(s)

N/A

Valid NC Driver's License required

No

Commercial Driver's License required

No

Job Open Date

12/01/2022

Special Instructions to Applicants

Please submit a resume, cover letter and full contact information for three professional references.

Position Number

00101472

Position Type

EHRA Non-Faculty

Full Time Equivalent (FTE) (1.0 = 40 hours/week)

1.0

Appointment

12 Month Recurring

Mandatory Designation - Adverse Weather

Non Mandatory - Adverse Weather

Mandatory Designation - Emergency Events

Non Mandatory - Emergency Event

Is this position partially or fully funded on ARRA stimulus monies?

No

Department ID

162901 - CHASS Information Technology

AA/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.

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