End User Support Analyst II

This position is responsible for troubleshooting, repairing, and maintaining Wake Technical Community College end user devices and applications to support the business use of these technologies; collaborates with subject matter experts and Level III Analysts to develop new processes and procedures; and mentors staff on basic job functions.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

• Assesses functional needs to determine specifications and coordinate with procurement staff for the purchase of hardware and software
• Participates in vendor provided user and technical support training for specialized systems (ex: simulation labs, mannequins, dental chairs)
• Coordinates device repair services with vendors
• Provides training and mentorship to End User Support Analyst I, student workers, college employees, and contractors as needed
• Supports system administration of the service management system and ticket lifecycle which includes processing, escalation, or redirection of tickets
• Responds to emergency situations as needed, during and after normal business hours, to identify, assess, and mitigate critical operational issues
• Collaborates with subject matter experts and Level III Analysts to develop new processes and procedures and to mentor staff on basic job functions

Provides direct support and troubleshooting for IT-related devices and software applications used in College business processes and academic environments; respond to business disruptions, including classes, that result from information technology issues. This includes providing rapid response and being readily available to team members for critical tasks and service disruptions.

Installs, configures, tests, monitors, supports and maintains end user workstations, peripheral devices, desktop phones, and other IT assets.

Performs quality assurance testing for devices, configurations, processes, and procedures based on provided quality assurance testing guidelines.

Updates and maintains database of client and end user device information in Active Directory, problem call tracking, and inventory management systems.

Conducts research on latest advancements in IT technologies and service desk processes to support continuous improvement and maintain essential job knowledge.

Demonstrate a strong understanding of computer networking protocols and principles.

Possess the ability to work independently.

Possess the knowledge and understanding of current technologies needed by large educational institutions.

Possess strong verbal and written communication skills including the ability to read, analyze, and interpret technical documentation.

Exercise a focus on customer service skills and possess the ability to understand and clearly communicate technical specifications and general components of software, operations, and security to a wide variety of audiences.

Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs.

Possess the strong critical thinking and problem determination skills to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines.

Ability to push, pull, lift, or carry up to 50 pounds of equipment.

Valid Driver's license and approval required by the College’s liability insurance carrier. Will require travel to various sites within their region.

Associate degree AND two years of experience in support of end user devices and software applications including installing, troubleshooting, and configuring.

OR High school diploma AND four years of experience in support of end user devices and software applications including installing, troubleshooting, and configuring.

Associate degree in an information technology discipline.

A+ Certification.

Experience utilizing Microsoft Endpoint Configuration Manager (MECM) and Azure.

ITIL Foundation certification.

Bilingual candidates are encouraged to apply, especially those who speak Spanish or other high‑need languages in the WTCC service area.