Job Description

Essential Job Duties
The IT Technical Support Analystplays a critical role in delivering advanced IT desktop support and technology solutions to the College of Veterinary Medicine’s faculty, staff, and students. This position requires strong technical expertise, excellent problem-solving abilities, and a high level of customer service in a fast-paced academic and clinical environment.

As a Tier 2 support position within CVM IT, this role is responsible for resolving complex technical issues, supporting enterprise endpoint management, assisting with infrastructure and technology projects, and serving as an escalation point for Tier 1 staff and student workers. In addition to desktop support responsibilities, the IT Technical Support Analyst assists with Audio/Visual (A/V) support, classroom technologies, and other specialized technology initiatives across the college and veterinary hospital.

Key Responsibilities:
Advanced IT Desktop Support:
Provide advanced hands-on and remote technical support for faculty, staff, and students, troubleshooting complex hardware, software, operating system, and network-related issues.
Serve as an escalation point for Tier 1 support staff and student IT workers, assisting with advanced troubleshooting and issue resolution.
Deploy, configure, maintain, and troubleshoot Windows and Mac OS devices, printers, mobile devices, and specialized peripherals.
Utilize enterprise management tools such as SCCM, Jamf, Active Directory, and Group Policy to manage endpoint configurations, software deployments, updates, and security compliance.
Diagnose and resolve complex endpoint management, authentication, profile, software, and connectivity issues.
Support and maintain university-supported software, departmental applications, and specialized veterinary and research technologies.
Document technical issues, resolutions, procedures, and knowledge base articles within the IT ticketing system (ServiceNow).
Participate in endpoint lifecycle management processes, including imaging, deployments, refresh programs, surplus processing, and asset tracking.
Collaborate with Systems Administration, Clinical Informatics Support (CIS), Application Development, OIT, vendors, and other stakeholders to resolve technical issues and implement solutions.
Assist with technology planning, testing, standardization, and implementation of new hardware and software solutions.
Provide mentorship, guidance, and technical training to Tier 1 staff and student workers.
Serve as a technical lead for desktop-related networking and telephony support, including troubleshooting endpoint connectivity issues, coordinating network jack activations and moves, supporting VoIP phone deployments and relocations, assisting with switch and wireless troubleshooting, and working closely with NC State OIT/ComTech and vendors to resolve infrastructure-related issues affecting CVM users.

Audio/Visual (A/V) and Technology Project Support:
Assist with the setup, maintenance, troubleshooting, and support of A/V systems in classrooms, conference rooms, teaching spaces, and event areas.
Support the A/V Coordinator in implementing classroom technology upgrades, conference room enhancements, and other A/V projects.
Provide technical assistance for meetings, presentations, live events, and video conferencing systems as needed.
Assist with diagnosing and resolving classroom and conference room technology issues to minimize disruption to teaching and meetings.
Participate in technology deployment projects, office moves, Windows upgrades, hardware refresh initiatives, and other departmental IT projects.
Other Responsibilities
Other tasks and responsibilities may be assigned based on the needs of the organization and evolving priorities.
Qualifications
Minimum Education and Experience
Minimum Education/Experience Bachelor’s degree with 1-2 years of relevant IT experience or an equivalent combination of education, training, and experience.
Other Required Qualifications
Strong troubleshooting skills for Windows and Mac OS environments.
Experience with IT system management tools such as SCCM and Jamf.
Excellent verbal and written communication skills.
Ability to work collaboratively with various stakeholders, including faculty, staff, and IT partners.
Experience w/ A/V classroom support is desirable.
Preferred Qualifications
Advanced knowledge of Windows and macOS operating systems in an enterprise environment.
Experience supporting Linux operating systems and Linux-based applications in research, academic, or enterprise environments.
Experience with endpoint management platforms such as SCCM, Jamf, Intune, or similar tools; Familiarity with Active Directory, Group Policy, enterprise networking concepts, and endpoint security practices.
Ability to manage multiple priorities and work independently in a fast-paced support environment.
Experience with ServiceNow or similar enterprise ticketing systems.
Experience supporting classroom technology, video conferencing platforms, and A/V systems.