Instructional Support Analyst
- North Carolina State University
- Location: Raleigh, North Carolina
- Category: Admin-Computing-Programming/Analyst
- Posting Date: 12/08/2022
- Application Deadline: Open until filled
Job Description
Posting Number
PG192276EPInternal Recruitment
NoWorking Title
Instructional Support AnalystAnticipated Hiring Range
$55,000-$65,000Work Schedule
M-F 9am to 6pm (with some flexibility)Job Location
Raleigh, NCAbout the Department
The primary function of CHASS IT is to provide information technology support and maintenance to the College of Humanities and Social Sciences. The unit provides specialized, customized programming and applications development; support and maintenance of technology classrooms, instructional labs spaces, and general computer labs; support and maintenance of PC and Apple desktop and laptop systems; support and maintenance of network and local printers; and creation, support, and maintenance of the required infrastructure to support and facilitate these activities.
CHASS IT works with a technical infrastructure that encompasses over 1200 client computers (Windows and Mac); over 100 tablet computers; over 20 physical servers; over 20 virtual servers; 3 large open-seating computer labs; 10 instructional labs; almost 300 lab computers; over 35 technology-enhanced classrooms; 12 technology-enabled conference rooms; and technology-enabled open spaces within the college. Additionally, staff from the unit participates in campus-wide IT projects (such as campus Linux services). The unit manages hardware and software acquisitions for the college; manages software licensing; assists in scholarly research data security planning and implementation; and assists faculty directly in the application of technology to achieve pedagogical goals.
Essential Job Duties
The primary purpose of this position is to provide instructional and technical support for the learning and meeting spaces in the College of Humanities and Social Sciences including technology-enhanced classrooms, instructional computing labs, open computing labs, conference rooms, etc.
The employee will provide various technical support in the form of addressing audio-visual (A/V) needs; hardware support; client consultation; end-user training; software support; etc.
The employee also assists with or oversees certain types of testing that make use of A/V technology (such as graduate student speak tests, etc.).
The employee will document answers to commonly asked questions in order to create knowledge base articles in the campus IT service management tool.
The employee will work with a variety of technologies including A/V control systems (primarily Crestron); projection systems; Windows PCs; Apple/Mac computers; tablets;. The employee will resolve advanced issues involving client software; routine and non-routine hardware issues; routine and non-routine operating system issues; and a variety of other technical problems that may arise. The employee will also assist with routine equipment repairs, maintenance, and upgrades.
Responsibilities include:
- Performing initial setups, installations and/or imaging of new devices and connecting them to the campus network. Ensuring correct/latest hardware drivers are installed.
- Installation (or verifying the automated installation) of software packages.
- Resolution of technical issues affecting equipment used within A/V enabled spaces (control systems, projectors, desktops, laptops, document cameras, etc.).
- Providing some assistance with software packages.
- Providing thorough communication with end users regarding the status of incidents or requests for assistance via the university incident tracking system (ServiceNow). This also includes updating incident requests internally with resolution information for future reference as well as updating managers on the status of open incidents assigned.
- Ensuring IT assets are properly logged into the college’s asset tracking system and audit items periodically.
- Creating and updating documentation such as answers to frequently asked questions, knowledge base articles for end users, and internal information for reference by other staff members
Minimum Education and Experience
Bachelor’s degree with one year of relevant experience; or Master’s degree; or an equivalent combination of education, training and relevant experience.
Other Required Qualifications
- Strong customer service skills in an information technology environment. Ability to explain technical issues to a non-technical audience.
- Strong knowledge of client operating systems (Windows 10, Mac OS, Linux).
- Thorough knowledge of desktop and laptop hardware.
- Experience with typical diagnostics and troubleshooting techniques.
- Ability to document technical solutions for end-users and other support team members.
Preferred Qualifications
- Prefer previous experience in providing strong customer service, and/or previous coursework in information technology, and/or previous experience in information technology.
- Knowledge/experience with incident tracking systems (such as ServiceNow).
- Basic knowledge of A/V hardware.
Required License(s) or Certification(s)
N/A
Valid NC Driver's License required
NoCommercial Driver's License required
NoJob Open Date
12/08/2022Special Instructions to Applicants
Please attach a resume, cover letter, and contact information for three professional references.
Position Number
00104378Position Type
EHRA Non-FacultyFull Time Equivalent (FTE) (1.0 = 40 hours/week)
1.0Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Non Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventIs this position partially or fully funded on ARRA stimulus monies?
NoDepartment ID
162901 - CHASS Information TechnologyAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
