End User Support Analyst I

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. 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.

• 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 resulting 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
• Collaborates with ITS personnel to resolve issues, fulfill requests, complete projects, develop processes and procedures, and develop and maintain documentation
• Provides assistance to employees in utilizing information technology, end user devices, and applications to conduct College business processes
• 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
• Utilizes ticket lifecycle in service management system which includes processing, escalation, or redirection of tickets
• Conducts research on latest advancements in IT technologies and service desk processes in supporting continuous improvement and maintaining essential job knowledge

Provides support for multiple operating systems (Windows, MacOS)

Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs. Demonstrate 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. Possess the ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines.

Exercise a focus on customer service, analytical thinking, and team-oriented interpersonal skills and possess the ability to communicate clearly and effectively to a wide variety of audiences. Possess strong verbal and written communication skills including the ability to read, analyze, and interpret technical documentation. Demonstrate a basic understanding of computer networking principles.

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.

High school diploma and six months of experience in support of end user devices and software applications including installing, troubleshooting, and configuring.

Associate degree in an information technology discipline. Two years experience supporting an enterprise's help desk operation. 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.