OIT Managed Desktop Support Analyst

Join Us AS OIT Managed Desktop Support Analyst

Company: North Carolina State University

Job description: Posting InformationPosting 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 DepartmentTechnology 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 DutiesThis 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 diverse 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 ResponsibilitiesOther duties as assigned.QualificationsMinimum Education and ExperienceBachelor’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 diverse 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 NoRecruitment Dates and Special InstructionsJob Open Date 04/02/2025
Anticipated Close Date
Special Instructions to ApplicantsPlease include a cover letter, resume, and contact information for professional references.Position DetailsPosition 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
AA/EEONC 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 Equal Opportunity.If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 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.Supplemental QuestionsRequired fields are indicated with an asterisk (*). * How did you learn of this opportunity?

NCSU Website
Job Alert (automated email from our system)
NCSU Executive Search Services
Monster.com
CareerBuilder.com
InsideHigherEd.com
Other Online Job Board
Carolina Job Finder / Employment Guide
Job / Career Fair
The Chronicle of Higher Education
Professional Journal
Print Advertisement (Newspaper / Periodical)
Professional Organization
Direct Contact from NCSU HR Representative / Recruiter
NCSU Employee Referral
Social Media (LinkedIn, Twitter, Facebook, Other)
Other
If you selected “Other” for the previous question, please provide the source you learned about this opportunity from.

(Open Ended Question) * Do you have experience providing IT support for both Windows and Mac operating systems? Please describe your level of expertise.(Open Ended Question) * Can you provide an example of a time you resolved a complex technical issue for an end-user? What steps did you take?(Open Ended Question) * Have you worked with IT service management tools such as ServiceNow or Remedy? If so, how have you used them in past roles?(Open Ended Question) * Are you familiar with SCCM, Jamf Pro, or similar endpoint management tools? How have you used them in your work?(Open Ended Question) * How do you handle multiple support requests with competing priorities? Can you describe your approach to time management in an IT support role?(Open Ended Question) * This role requires strong customer service skills. Can you share an experience where you had to explain a technical concept to a non-technical user?(Open Ended Question)Application Materials RequiredRequired Documents * Resume