CALS IT Integration & Solutions Professional I

Posting Details Posting Information Posting Number: PG195013EP Internal Recruitment: No Working Title: CALS IT Integration & Solutions Professional I Anticipated Hiring Range: commensurate with experience ($65,000 - $70,000) Work Schedule: Monday-Friday, 8AM-5PM Job Location: Raleigh, NC Department: CALS IT The CALS IT Service Desk integrates technical capabilities and solutions across a range of university activities, including instruction, research, outreach, and administration. The Service Desk plans, designs, analyzes, installs, and supports technology components and systems based on organizational and client needs. Service Desk professionals are embedded within CALS departments across campus, where they provide technical expertise and support to faculty, staff, researchers, and students. This support is intended to minimize disruptions to departmental operations caused by the reduced availability, performance, or quality of IT resources. Because of the size and complexity of the CALS IT environment, each IT Integration & Solutions Professional I manages a high volume of incidents and service requests involving a broad range of technologies. Many of these technologies support time-sensitive academic, administrative, outreach, and research activities. The ability to respond quickly, accurately, and professionally is essential to minimizing disruptions and maintaining continuity of departmental operations. The IT Integration & Solutions Professional I independently diagnoses and resolves non-routine and complex technical problems for which solutions are not prescribed. The position focuses heavily on implementing and integrating technology solutions that address organizational and client needs and contribute to the success of the college and university. Service Desk professionals are expected to develop a thorough understanding of the operations, priorities, and technology needs of their assigned departments. They must also maintain a general understanding of all departments and programs supported by CALS IT and how those units provide important services to faculty, staff, researchers students, and external partners throughout North Carolina. Whenever possible, the Service Desk provides in-person technical support. This approach helps build strong working relationships and provides a better understanding of each user’s needs. 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. What we offer: Medical , Dental , and Vision Flexible Spending Account Retirement Programs Disability Plans Life Insurance Accident Plan Paid Time Off and Other Leave Programs 12 Holidays Each Year Tuition and Academic Assistance And so much more! 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. Essential Job Duties As the Technology Support Analyst, you will provide technical support and IT services to end-users by troubleshooting hardware and software issues, managing computer systems, and supporting the installation and maintenance of technology across the organization. This role requires a broad understanding of Windows, macOS, and Linux environments, along with the ability to resolve technical issues, administer computer management systems, and deliver responsive customer service. Through hands-on technical support and collaboration with campus partners, you will help maintain reliable technology resources that support daily operations. Key Responsibilities: Technical Support & Device Management Independently determine and address the root cause of technical problems affecting departmentally purchased desktops, laptops, tablets, smartphones, printers, scanners, and other peripherals. Provide hardware repair, computer imaging, and network support. Support campus software, including Microsoft Office and Adobe products, as well as department-specific applications. Maintain a broad understanding of technologies needed to effectively support end users. Set up, secure, test, and deploy computing devices and peripherals based on users’ needs. Add devices to the campus network and configuration management system; install or verify the automated installation of software; and update hardware drivers and firmware. Schedule deployments directly with users and verify their access to required software, file shares, printers, and other resources. Monitor network connectivity and the operational availability of supported hardware and software systems using standard management and alerting tools. Respond to identified issues to help prevent extended disruptions to departmental work or research activities. Service Desk Operations & Customer Support Actively manage incidents, requests, and assigned tasks within ServiceNow. Respond promptly to customer requests, maintain accurate ticket information, and manage tasks through full resolution and completion. Regularly and clearly communicate with end users regarding the status of incidents and requests, both in person and through ServiceNow. Collaborate with other CALS IT staff and communicate with the Service Desk Manager and Systems Administration Team to provide updates, request additional guidance, and share relevant operational information. Escalate incidents and requests requiring advanced technical support, management assistance, or policy-related guidance to the Service Desk Manager or appropriate technical team. Escalations must include clear documentation of troubleshooting steps, results, communications with the end user, relevant screenshots, and other information needed to continue resolving the issue. Procurement & Project Coordination Assist with procuring hardware and software for university end users in accordance with university requirements and established CALS IT procedures. Work with hardware vendors to resolve warranty claims, repairs, and equipment-related issues. Record and maintain project information within the designated project management tool. Monitor assigned due dates, provide appropriate updates, complete assigned project tasks, and adhere to established project timelines. Documentation & Knowledge Management Create and maintain documentation for workarounds, commonly reported incidents, internal troubleshooting procedures, and recurring service requests. Develop documentation supporting project implementations and timelines, and provide documented updates for status reports. Join the CALS IT Service Desk and collaborate with a team of technology professionals to provide reliable IT support that helps faculty, staff, and researchers carry out their work across the college. If you are a customer-focused IT professional who enjoys troubleshooting technical challenges, supporting end users, and keeping technology resources running smoothly, we welcome you to apply. Other Responsibilities In addition to the core responsibilities of this role, there may be occasional opportunities to take on additional duties. This offers an opportunity to build on your skills, explore new areas, and gain a deeper understanding of the department’s operations. Qualifications Minimum Education and Experience Associate’s Degree in Computer Science, Information Technology, or related discipline and 2-4 years experience in the information technology field related to the area of assignment; or a Bachelor’s degree and 0-2 years experience in the information technology field related to the area of assignment; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions. Other Required Qualifications Ability to work independently and apply a broad understanding of various technologies to support end-users and clients. Knowledge of Windows, macOS, and Linux operating systems, including imaging, troubleshooting, and technical support. Ability to analyze event and application error logs to identify issues, determine solutions, and resolve technical problems. Experience with computer management systems, including Active Directory and JAMF , to administer policies and deploy software. Ability to communicate clearly and professionally, both verbally and in writing, while providing customer support Preferred Qualifications Experience providing IT support in a higher education environment, particularly for customers using computing resources for academic or research purposes. Experience facilitating projects, coordinating vendors, and preparing cost estimates. Familiarity with Ubiquiti/UniFi equipment, hardware VPN configuration, and installation of wired and wireless LAN infrastructure. Experience with Active Directory administration tools and management of iOS and Android devices. Working knowledge of Google applications. Relevant industry certifications, such as CompTIA A+, Network+, Linux+, ITIL Foundation, Dell Certified Technician, Microsoft Certified Professional, or CCNA . Required License(s) Or Certification(s) Valid NC driver’s license or the ability to obtain within 60 days of start. Valid NC Driver's License required: Yes Commercial Driver's License required: No Position Details Position Number: 00065009 Position Type: EPS/SAAO Full Time Equivalent (FTE) (1.0 = 40 hours/week): 1.00 Appointment: 12 Month Recurring Mandatory Designation - Adverse Weather: Non Mandatory - Adverse Weather Mandatory Designation - Emergency Events: Non Mandatory - Emergency Event Department ID: 110103 - CALS IT 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 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 North Carolina State University