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 (Class Tech)
• Student-focused computing (Res Net, OIT Walk-in Center, student labs, printing)
• IT service management process support and tools (Service Now)
• 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…