Job Description

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.

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
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.

Customer Service/Communication
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.

Consulting/Business Analysis
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.

Project Management
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 multiple web browsers (Google Chrome, Explorer, Firefox, Safari, and Opera).
Working knowledge of network printer support in an Active Directory environment.