it analyst Raleigh, NC
North Carolina State University
Full Time
Raleigh, NC
76000 - 68000 USD ANNUAL Today
Job description
Posting Information
Posting Number
PG192722EP
Internal Recruitment
No
Working Title
IT Analyst
Anticipated Hiring Range
$68,000 - $76,000
Work Schedule
Monday-Friday, 8am-5pm. Partial hybrid off-site arrangements available after initial training and probation period.
Job Location
Raleigh, NC
Department
Info Tech & Eng Computer Svcs
About the Department
Information Technology and Engineering Computing Services (ITECS) provides services and computing environments for the students, faculty and staff of the College of Engineering at NC State University. ITECS accomplishes this through a combination of IT support activities, active collaboration and partnership with other IT support entities within the University.
The ITECS Service Desk team strives to provide exceptional service to our clients and partners. This service includes:
- Contact with clients in person, through our Incident ticketing system, and by phone to resolve on-demand issues.
- Consultations and quotes on technical equipment purchases.
- Coordinating the replacement of computer components under warranty.
- Maintenance of physical computing labs.
- Software licensing and packaging.
- Initial support for other departmental resources such as VCL / WVD cloud computing, Linux configuration, and Classroom Technology.
- Management and proactive improvements to back-end tools and services such as Microsoft Endpoint Configuration Manager (SCCM), Active Directory and Jamf.
- Documentation including Knowledge Base articles.
Essential Job Duties
This position is expected to possess a high level of technical knowledge and proficiency, a strong commitment to improvement and teamwork, excellent follow up and communication skills, and professional respect for all clients, team members and partners. This candidate is expected to:
- Communicate effectively and respectfully with clients of varying technical knowledge, addressing their needs and concerns.
- Prioritize and address multiple Incidents in compliance with Standard Operating Procedures.
- Maintain demeanor and diplomacy in times of high volume or difficult situations.
- Resolve Tier 2 level Incidents that require advanced knowledge and complex technical solutions.
- Participate in scheduled rotations with all team members to provide Tier 1 onsite support on Main and Centennial campuses.
- Provide other onsite assistance in times of high volume or to cover employee absences as needed.
- Troubleshoot issues with network connectivity, hardware and software, and audio visual equipment while using available resources to independently solve problems.
- Configure Windows and Apple devices using Microsoft Active Directory, Microsoft Endpoint Configuration Manager (SCCM), Jamf and other required tools.
- Maintain and organize device endpoints, security settings, and software via Active Directory, Group Policies, Microsoft Endpoint Configuration Manager (SCCM) and Jamf.
- Create, troubleshoot and deploy software packages using Microsoft Endpoint Configuration Manager (SCCM)
- Create and update Microsoft Endpoint Configuration Manager (SCCM) Task Sequences for annual deployment to physical computer labs.
- Act as Project Manager for various technical improvement projects, leveraging assistance from team members, partners, and vendors for successful completion.
- Exhibit a team-centric mindset by sharing ideas, information, feedback and support to others.
- Provide first-level support for Linux configuration and troubleshooting.
- Attend meetings with other campus IT personnel for the collaboration and enhancement of Active Directory and Linux solutions.
- Develop scripting solutions for routine tasks.
- Research and develop new methodologies for improvements to benefit our team, division and clients.
- Create and maintain detailed documentation in its proper location including ServiceNow ticketing system, Google Docs, Google Sheets, or Knowledge Base.
- Assist in the training and mentorship of Tier 1 and other Tier 2 staff.
- Exhibit time management skills for consistent progress on all support Incidents as well as tasks and projects.
- Other duties as assigned by the Service Desk Manager.
Other Responsibilities
Qualifications
Minimum Education and Experience
- Associate’s degree and 2 years experience in the Information Technology field related to the area of assignment OR
- Bachelor’s degree and 1-2 years experience in the Information Technology field related to the area of assignment OR
- Equivalent combination of education and relevant experience
Other Required Qualifications
- Positive, helpful attitude towards clients, team members, and all associated departments
- Exceptional customer service and communication skills
- Strong troubleshooting skills
- Experience imaging with Windows Operating Systems
- Group Policy management experience
- Programming or scripting knowledge
- Resourcefulness in using available tools and documentation
- Ability to apply new training and procedures
- Ability to work through complex technical issues and methodically resolve problems
- Ability to lift and move 50 pounds with or without reasonable accommodation
Preferred Qualifications
- Experience using Microsoft Endpoint Configuration Manager (SCCM)
- Experience with Software packaging and deployment
- Group Policy creation
- Powershell scripting
- Apple configuration via Jamf
- Linux configuration and troubleshooting
- ServiceNow Incident Management
- Team member training
- Project management methodologies
- Audio visual equipment troubleshooting
- Trello experience
Required License(s) or Certification(s)
N/A
Valid NC Driver's License required
No
Commercial Driver's License required
No
Recruitment Dates and Special Instructions
Job Open Date
07/13/2023
Anticipated Close Date
07/27/2023
Special Instructions to Applicants
Please upload your resume, cover letter and the contact information for at least 3 professional references.
Position Details
Position Number
00106488
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
143401 - Info Tech & Eng Computer Svcs
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 [email protected].
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.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected].
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.
