Technology Support Services Analyst

Job Location: Raleigh, NC

Department: Textiles Creative and Technology Services

About the Department

Over the past 125 years, the Wilson College of Textiles has developed a reputation for exceptional education, innovative research and productive industry partnerships. While we take pride in that legacy, we continue to set higher standards and new goals.

That means establishing sustainability as the foundation of everything we do. It means updating the cutting edge technology used in our state-of-the-art labs and studios. It means a commitment to a welcoming and supportive culture. Put simply, it means using our textiles expertise to improve quality of life for everyone.

We produce leaders who make a difference both at home in North Carolina and across the world. Students land top jobs in manufacturing, fashion, athletics, research, medicine, academia and more. Our faculty count the CDC, DOD and NSF as regular research partners.

The Wilson College provides both the community feel of a small college and the resources of NC State University, a leading land-grant public research institution and recognized as one of the best employers in the state. Not to mention, it’s located in the heart of Raleigh, North Carolina, which is consistently listed in U.S. News and World Report’s best American cities to live in.

At NC State, our employee value proposition aims to create an ecosystem of meaningful work opportunities that align with Wolfpack 2030: Powering the Extraordinary, NC State’s strategic plan. We strive to provide an accepting and dynamic culture, opportunities for personal growth and professional development, and programs to support your busy life. Simply put, we want you to achieve your highest potential at work.

If you’re a world-class applicant with a passion for higher education and a commitment to affecting positive change locally and globally, apply to become a part of our hyper-collaborative Wolfpack where everyone belongs.

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.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

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.

Essential Job Duties

The Textiles Creative and Technology Services (TCTS) Technology Support Services Analyst at the Wilson College of Textiles plays a key role in delivering high-quality technical support and ensuring the smooth operation of IT systems for students, faculty, and staff. As the Technology Support Services Analyst, you will lead in triaging and resolving technical issues, managing IT support requests, and training and mentoring our core team of part-time IT support technicians. Your work will involve troubleshooting and resolving a wide range of IT problems, providing technical support for classroom and lab computers, setting up and maintaining specialized software, and ensuring that all technology functions efficiently across various platforms. This position has a strong emphasis on providing excellent customer service and building community. As the support team lead, you set the tone for the level of quality service our community has come to expect.

Key Responsibilities:

IT Support Coordination :

• Lead and manage the triage of IT support requests, assigning tickets and ensuring timely resolution in line with departmental standards.
• Provide training and mentorship to IT support technicians to enhance team performance and technical knowledge.
• Oversee and report on team performance metrics to ensure effective service delivery and continuous improvement.
• Monitor and manage service requests through the Zendesk platform, ensuring timely response and resolution.
• Provide solutions and documentation for recurring issues, maintaining a knowledge base for the support team and end users.

Technical Support and Troubleshooting:

• Troubleshoot and resolve computer-related issues of varying complexity, including hardware, software, and peripheral devices.
• Install, configure, and troubleshoot specialty software and ensure proper connectivity between computers and peripheral equipment.
• Train end users on hardware functionality and common software applications to enhance the user experience and productivity.
• Keep up to date with current IT security standards and apply them to protect systems and data.

Classroom Technology and Asset Management:

• Provide hands-on support for computers, tablets, printers, and other devices in classrooms, conference rooms, and laboratories.
• Perform proactive checks to ensure classroom and laboratory computers are functioning properly and ready for academic use.
• Assist in the redeployment or upgrade of computers using standard procedures, ensuring devices are properly configured and maintained.
• Maintain inventory records for IT hardware and software to ensure accurate tracking and reporting.

If you are a customer-focused IT professional, an effective team mentor, and driven by delivering reliable technology solutions in a dynamic academic community, we welcome you to apply.

Other Responsibilities

In addition to the core responsibilities of this role, there may be occasional opportunities to take on additional duties. This offers an opportunity to build on your skills, explore new areas, and gain a deeper understanding of the department’s operations.

Minimum Experience/Education

Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.

All degrees must be received from appropriately accredited institutions.

Preferred Qualifications

• Experience in higher education IT environments, including programs such as: Active Directory, Group Policy, Microsoft Entra ID, Microsoft Intune, macOS support, and Windows 10/11 administration.
• Proficiency administering and managing service tickets in Zendesk.
• Working knowledge of telephony systems and services.
• Proven ability to develop and maintain knowledge base documentation.
• Project management experience or formal project management training

Required License or Certification: N/A

Valid NC Driver's License required: No

Commercial Driver's License Required?: No

Job Open Date: 10/30/2026

Earliest Close Date (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.): 11/06/2026

Notice to Applicants: Please note that the work history on your resume, must also be included in your application.

Special Instructions: Please include as attachments a resume/CV and contact information for at least 3 professional references.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Position Number: 00112421

Position Type: SHRA

Position Classification Band Title: Technology Support Analyst

Position Classification Band Level: Contributing

Position Classification Salary Range: $ 35,406 - $ 95,992

Salary Grade Equivalency: NC12

Alternate Option: If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week): 1.0

Appointment: 12 Month Recurring

Mandatory Designation - Adverse Weather: Mandatory - Adverse Weather

Mandatory Designation - Emergency Events: Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure

Time Limited Position: No

Department Id: 180601 - Textiles Creative and Technology Services

Organization

NC State: Think and Do

NC State was founded with a purpose: to create economic, societal and intellectual prosperity for the people of North Carolina and the country. We began as a land-grant institution teaching the agricultural and mechanical arts. Today, we're a pre-eminent research enterprise with 12 colleges excelling in all major academic fields.

Our 34,000 high-performing students take what they learn in the classroom and apply it in the real world by conducting research, working in internships and co-ops, and performing acts of world-changing service. That experiential education ensures that they leave here ready to lead the workforce. NC State's 13:1 student-faculty ratio is one of the reasons why we're the best college for your money in North Carolina (Money) and the No. 5 best value among public universities nationally (U.S. News & World Report).

Overcoming Challenges, Improving Lives

NC State is one of only two universities in the nation leading two National Science Foundation Engineering Research Centers — one developing wearable, self-powered health monitors, and the other researching smart-grid technology. We’re also leading interdisciplinary efforts to curb nuclear proliferation, help farmers confront climate change and build a new American manufacturing sector.

Our research doesn't just get published in a journal or sit on a shelf; it makes an impact. NC State is No. 6 nationwide in commercialization agreements based on university research, and we're No. 2 among universities without a medical school. Our Cooperative Extension Service provides research-based information to citizens in all 100 North Carolina counties. In addition, our industrial extension unit — Industry Expansion Solutions — has created an economic benefit for the state's manufacturers averaging $149 million per year since 2005.

Bright Minds Creating a Bold Future

NC State’s 9,000 faculty and staff are world leaders in their fields, bridging the divides between academic disciplines and training high-caliber students to meet tomorrow’s challenges. NC State students won two Goldwater scholarships, five Fulbright scholarships, one Churchill scholarship and a record-breaking 25 National Science Foundation graduate research fellowships in the 2016-2017 academic year. In addition, 25 faculty are members of the National Academies.

Our Centennial Campus, an award-winning public-private research campus, is home to more than 70 partner organizations working alongside more than 70 NC State research and academic units. Centennial is also the location of the innovative Hunt Library, which Time magazine has dubbed “the library of the future.”

In Raleigh and Around the World

It all happens in one of the best cities in America. A top spot for job-seekers and tech professionals, Raleigh is nationally recognized as a leading urban center:

• No. 2 hot spot for tech jobs (Forbes, 2016)
• No. 3 best city for young professionals (Forbes, 2016)
• No. 4 best city for jobs (Glassdoor.com, 2017)
• No. 4 best place to live (U.S. News & World Report, 2016)
• Best big city in the Southeast (Time, 2016)
• Selected as a Google Fiber expansion city

With Durham and Chapel Hill, Raleigh anchors the Research Triangle, a national hotspot for high-tech enterprise. The top companies in the region — including IBM, Cisco Systems, SAS Institute, Biogen Idec and GlaxoSmithKline — are among the country’s best employers. They also lead the way in hiring new NC State graduates.

More than 130 years after its creation, NC State continues to make its founding purpose a reality. Every day, our career-ready graduates and world-leading faculty make the fruits of learning and discovery available to people across the state, throughout the nation and around the world.