OIT Managed Desktop Support Analyst

Posting Details

Posting Information

Posting Number
PG194028EP

Internal Recruitment
No

Working Title
OIT Managed Desktop Support Analyst

Anticipated Hiring Range
Commensurate with experience

Work Schedule
Monday- Friday, 8:00 am - 5:00 pm

Job Location
Raleigh, NC

Department
Technology Support Services

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 various 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 varied 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.

Required License(s) or Certification(s)

• Valid NC Driver's License is required (if not current, must be obtained within 30 days of hire).

Valid NC Driver's License required
Yes

Commercial Driver's License required
No

Recruitment Dates and Special Instructions

Job Open Date
04/02/2025

Anticipated Close Date
Open until filled

Special Instructions to Applicants

Please include a cover letter, resume, and contact information for professional references.

Repost. This position is being reposted, previous applicants do not need to reapply.

Position Details

Position Number
00060176

Position Type
EPS/SAAO

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

Department ID
513001 - Technology Support Services

EEO

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at or .

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.