it analyst

Job ID:

5655316

Location:

Raleigh, NC

Published:

Today

Salary 76000 - 68000 USD

Company

North Carolina State University

Website

www.ncsu.edu

Headquarters

Raleigh, NC

CEO

W. Randolph Woodson

Revenue

$500 million to $1 billion (USD)

Type

College / University

Sector

Education

Founded

1887

Job Description

Posting Information

Posting Number

PG192722EP

Internal Recruitment

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

Commercial Driver's License required

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?

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 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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it analyst

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