Service Desk Analyst

Job description

Posting Number:


Internal Recruitment :


Working Title:

Service Desk Analyst

Anticipated Hiring Range:

$60,000 - $65,000

Work Schedule:

Monday-Friday, 8am-5pm, occasional evening and weekend hours required

Job Location:

Raleigh, NC

Department :


About the Department:

DASA Technology Services provides strategic, integrated, reliable, and secure technology solutions in alignment with, and support of, the Division of Academic & Student Affairs (DASA) and its strategic goals. DASA Tech is a centralized service that supports all 50 departments, which are a wide array of academic units (providing both academic instruction and support services), student service units (such as health, housing, and career services), and student developmental programming units (such as leadership, and the arts). DASA Tech provides a full complement of services, including daily desktop support, development and support of both custom and vendor applications, and strategic technology budgeting and planning.

Essential Job Duties:

The Service Desk Analyst provides technical support to faculty and staff in an effort to minimize the disruption of departmental operations due to a reduction in the availability or quality of IT resources. Technical support is provided with an emphasis on standard procedures, professionalism, team work, customer service, and an understanding of supported departmental operations, priorities, and the services that departments deliver to students. This position fulfills requests for standard IT services, such as event support and loaner equipment deployment. Implements the discrete steps involved in transitioning predefined services into operational status, such as new device deployments. This role contributes to the continuous improvement of Service Desk operations with proactive suggestions, documentation, knowledge sharing, and organizational feedback.

This Service Desk Analyst position is one of five total positions that compose our Service Desk operation, which is led by a Service Desk Manager. These staff are physically embedded within different buildings across campus and support staff, students, spaces and equipment for 50 departments housed in more than 100 buildings located on main campus, Centennial campus, and off-campus. These metrics regarding the size and scope of DASA are mentioned to highlight the fact that each Service Desk Analyst must manage a high volume of tickets for units, for an unusually wide variety of support needs, many of them critical to student well-being and/or in a very fast-paced environments where a quick and accurate response have an impact on very large numbers of students. For example, if the computers used to check-in students at Carmichael Gym are not functioning, very long lines form quickly and hundreds of students may be late for class. If computers at Student Health have problems, medical records cannot be accessed for students needing care.

Service Desk Analysts are expected to develop intimate knowledge of the departmental operations they support and how those departmental operations deliver important services to students. This knowledge will include a wide variety of business and programmatic needs that are delivered with the help of technology, including special hardware (examples include card readers, receipt printers, ID card printers, networked exercise equipment, medical equipment, radio station equipment); and special software (such as membership management software, electronic medical record software); and specialty student labs (examples include the Disability Resource Office testing lab and ROTC flight and naval simulators).

Service Desk Analysts provide in-person support for the majority of requests to not only build relationships with supported departments but to also improve their understanding of individual needs and to deliver excellent service. Service Desk Analysts are expected to share the knowledge they gather to contribute to strategic decision-making processes both at their own operational level but also at the strategic level in DASA Tech.

Other Responsibilities:

Other duties as assigned

Minimum Education and Experience:

Master’s degree and at least one year of relevant experience; OR Bachelor’s degree with at least two years’ of relevant experience; OR an equivalent combination of education, training and relevant experience.
All degrees must be received from appropriately accredited institutions.

Other Required Qualifications:

Experience with networking management and configuration, including workstation and peripheral integration.

Experience with both Windows and Mac platforms.

Experience with Active Directory, or similar software.

Experience with research and develop solutions in response to the changing needs of the supported unit.

Ability to utilize ServiceNow or equivalent trouble-ticket tracking system.

Excellent written and verbal communication skills.

Must be able to lift 60-90 pounds occasionally, with or without reasonable accommodations.

Preferred Qualifications:

Experience working in higher education.

Experience with SSCM, Kbox or similar AD tools.

Experience managing iOS and Android tablets.

CompTIA A+ Certification.

Required License(s) or Certification(s):


Valid NC Driver's License required:


Commercial Driver's License required:


Job Open Date:


Anticipated Close Date:

Open Until Filled

Special Instructions to Applicants:

In addition to your application please submit a resume, cover letter, and the contact information for at least three professional references.

Position Number:


Position Type:

EHRA Non-Faculty

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



12 Month Recurring

Mandatory Designation - Adverse Weather:

Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies

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


Department ID:

240110 - DASA Tech


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.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] 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 equivalency verified at or equivalent service. 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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Job No:
Posted: 4/27/2021
Application Due: 7/26/2021
Work Type: Full Time