OIT Managed Desktop Support Analyst

Working Title OIT Managed Desktop Support Analyst Anticipated Hiring Range $63,800 to $68,000 Work Schedule Monday- Friday 7am-4pm Job Location Department Office of Information Technology 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/Mac workstations Wolfpack Perks and Benefits As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone. Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership , and Wellness Programs that aim to build a thriving wolfpack community. Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered. This position provides support, including OS, driver, and application configuration and troubleshooting for workstations (desktop computers, laptops, and other supported devices) and peripherals that are part of OIT’s Managed Desktop Service ( OITMD ). The daily responsibilities include resolution of workstation problems, working either on-site with users, or remotely, while providing exemplary customer service. As part of the support process, this position provides support of hardware, applications, operating systems, and networking. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and to provide helpful and accurate information to peers and IT colleagues across campus. As a senior member of the OIT Managed Desktop Support team, this position may participate in in-depth application support, system integration and networking activities. This work requires very strong communication skills, an ability to effectively interact with a broad range of end-users and IT professionals, as well as, an ability to use a variety of resources for diagnosing and resolving technical problems. Position Description/General Scope of Duties: Workstation Configuration and troubleshooting Uses SCCM , Jamf Pro, and other support tools to manage computing systems and increase desktop support efficiencies. Images endpoints, deploys applications and provides troubleshooting for non-routine problems that arise. Provides updates on work progress to other support staff and the Service Desk using call tracking system. Builds test computing environments for enterprise system upgrades for EAS development teams as needed. Provide excellent customer service through prompt responses and communicating complex ideas in language that customers understand Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Ability to communicate with clients to understand their business needs and provide solutions that meet those needs and still comply with standard operating procedures and campus security requirements. Follows up with clients to ensure that questions have been answered and no outstanding issues remain. Serves as a productive project team member through timely completion of assigned Tasks. Demonstrates initiative in solving problems associated with projects and daily work. Demonstrates effective planning and time management of individual tasks. May also lead project teams or work groups, serve as a technical expert to management, and/or functions in a project management capacity for projects scoped to the level of the position. Other Responsibilities Qualifications Minimum Education and Experience Bachelor’s degree and one year of experience in the information technology field related to the area of assignment or Associate’s degree in Computer Science, Information Technology, or related discipline and 3 years of experience in the information technology field related to the area of assignment; or High School Equivalency and 6 years of experience in the information technology field related to the area of assignment Other Required Qualifications Customer Service The ability to work directly with end users and departments, understand requirements and convey the same urgency back to the party requesting service in a respectful and professional manner. Windows Endpoint Configuration and Support Capability to support & administer vendor-specific hardware and operating systems, troubleshoot, diagnose and repair problems of moderate to high complexity. Knowledge of technology principles and terminology associated with SCCM , Active Directory, Print Servers, the OITMD Environment, & ServiceNow. Ability to independently resolve problems. Apple Endpoint Configuration and Support Capability to support & administer Apple-specific hardware and OS, troubleshoot, diagnose and repair problems of moderate to high complexity. Knowledge of technology principles and terminology associated with Apple OS 11 and higher systems, JAMF , Apple School Manager and other Apple compatible applications. Technical Solution Development Technical Solutions should be developed in conjunction with or knowledge of existing standards and processes. Solution development includes the ability to create solutions that work for the client, but must be sustainable over time and require knowledge transfer to other support staff members. Communication Ability to communicate technical information to individuals on varying levels of understanding. Ability to work closely with customers across the organization to assess needs and provide solutions. IT Security Knowledge of appropriate IT security measures required by the organization and the ability to configure and support the approved solutions/applications to meet requirements. Preferred Qualifications Familiarity with ITSM or ITIL focused Incident/Request/Change recording tools such as Remedy, Peregrine, HP Service Center, Zendesk or ServiceNow Strong working knowledge of Windows desktop (Windows 7 & 10). Working knowledge of Mac OS. Working knowledge of MS Office suite (Word, Excel, PowerPoint, Access). Working knowledge of Microsoft System Center Configuration Manager/Active Directory, and other server-hosted applications Working knowledge of remote management technologies. Working knowledge of network printer support in an Active Directory environment. Required License(s) or Certification(s) Valid NC Driver’s License is required (if not current, must be obtained within 30 days of hire). Commercial Driver's License required No 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 encouraging 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 View phone number on click.appcast.io 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 View phone number on click.appcast.io or View email address on click.appcast.io . 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. #J-18808-Ljbffr NC State University