Technology Support Services Analyst

🇺🇸 Raleigh, North Carolina 🕑 Full-Time 💰 TBD 💻 Information Technology 🗓️ November 3rd, 2026

ITSM Intune Zendesk

Edtech.com's Summary

North Carolina State University is hiring a Technology Support Services Analyst. The role leads IT support for the Wilson College of Textiles, triaging help requests and troubleshooting hardware and software problems for students, faculty, and staff. The analyst also trains and mentors a team of part-time IT support technicians and keeps classroom and laboratory computers ready for academic use.

Highlights

Triage and assign incoming IT support tickets in Zendesk, tracking response and resolution against departmental standards and reporting on team performance.
Train and mentor the college's part-time IT support technicians to strengthen the team's technical knowledge and service quality.
Troubleshoot hardware, software, and peripheral problems of varying complexity, and install and configure specialty software for faculty and students.
Support computers, tablets, printers, and other devices in classrooms, conference rooms, and laboratories, with proactive checks that keep classroom and lab computers ready for academic use.
Redeploy and upgrade computers using standard procedures, and maintain inventory records for IT hardware and software.
Write solutions and documentation for recurring issues to build a knowledge base for the support team and end users, applying current IT security standards to protect systems and data.
Associate's degree in computer science, information technology, or a related field plus one year of IT experience, or a bachelor's degree in a related discipline.
Experience in higher education IT is preferred, including Active Directory, Group Policy, Microsoft Entra ID, Intune, macOS support, Windows 10/11 administration, and Zendesk.
On-site in Raleigh, Monday through Friday, typically 8am to 5pm; applicants must be authorized to work in the United States without sponsorship.