Desktop Support Analyst
Position Number: 00043495
Primary Function of Organization Unit: The Office of Information Technology (OIT) provides central administrative and academic IT services to the University. OIT staff are committed to providing the best possible IT systems and services for the students, faculty and staff of NC State. 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. Managed Desktops and Hosted Services provides IT desktop support for a customer base of approximately 4000 users across NC State. This service includes a OIT imaged workstation, departmental network file shares, network printing, and remote patch management.
Essential Job Duties: The Desktop Support Analyst provides tier 2 and 3 IT support to OIT Managed Desktop customers. This involves user support for all enterprise related software and other end-user support duties as assigned. *The Analyst responds to telephone, email, IM, and Incident Management tracking system requests for support, including problem analysis, initial resolution and/or escalation. *She/he will communicate with customers regarding their issue, both verbally and by written correspondence. *Communicates with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution. *Provides Tier 2 and 3 troubleshooting and resolution for incidents and requests for desktops, laptops, tablets, printers, applications, and associated peripherals. *Manage small to medium scale desktop support projects for OIT and our customer departments. *Meets departmental quality assurance standards, service and policy requirements, and key performance indicators to deliver enterprise quality support. *Uses the ServiceNow tracking software, to document, assign, and manage incidents and requests presented to Managed Desktops and Hosted Services by our customer base.
Department Required Skills: *Knowledge of Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), Active Directory (AD), and Group Policy Objects (GPO). *Demonstrated comprehensive knowledge of data communication and networking internet protocols, such as TCP/IP, Ethernet and Serial interface standards, Change Management, and Active Directory. *Excellent customer service skills, including the ability to work with users of all ability levels. *Excellent telephone, oral and written communication skills. *Extremely detail-oriented and 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 systems and OS. *Ability to troubleshoot network printer problems, create accurate and detailed technical documentation, and maintain monthly QA & KPI requirements for Incidents and Requests.
Preferred Experience, Skills, Training/Education: *In-depth knowledge and demonstrated expertise in the support of desktop systems and their interaction with infrastructure including Active Directory, network protocols, identity management and other integrated technologies is required. *Experience in the support and troubleshooting of Windows based printing environments, print servers and network based printers. *Strong working knowledge of Windows desktop (Windows 7,10) environments. *Experience troubleshooting current versions of the Mac OS. Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access). *Working knowledge of remote management technologies (RDP, Remote Help, VNC, etc). *Experience in dealing with anti-virus, anti-spam, wireless communications, mobile devices, and security in the information technology field. *Working knowledge of multiple web browsers (Google Chrome, Explorer, Firefox, Safari, and Opera).
Necessary Licenses and Certifications: Valid NC Driver's License is required (if not current, must be obtained within 60 days of hire). License must be maintained as a condition of employment.
AA/EOE: 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, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.
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.