Wake Technical Community College
End User Support Analyst II
Wake Technical Community College, Raleigh, North Carolina, United States, 27601
End User Support Analyst II
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End User Support Analyst II
role at
Wake Technical Community College .
Responsibilities
Assess functional needs and coordinate with procurement for hardware and software.
Participate in vendor‑provided user and technical support training for specialized systems (e.g., simulation labs, mannequins, dental chairs).
Coordinate device repair services with vendors.
Provide training and mentorship to End User Support Analyst I, student workers, college employees, and contractors.
Support system administration of the service management system and ticket lifecycle.
Respond to emergency situations outside normal business hours to identify and mitigate critical operational issues.
Collaborate with subject matter experts and Level III Analysts to develop new processes and procedures and mentor staff on basic job functions.
Install, configure, test, monitor, support, and maintain end user workstations, peripheral devices, desktop phones, and other IT assets.
Perform quality assurance testing for devices, configurations, processes, and procedures based on QA guidelines.
Update and maintain database of client and end user device information in Active Directory, problem call tracking, and inventory management systems.
Conduct research on latest advancements in IT technologies and service desk processes to support continuous improvement.
Qualifications
Associate degree AND two years of experience in end user support (installing, troubleshooting, configuring).
OR High school diploma AND four years of experience in end user support (installing, troubleshooting, configuring).
Associate degree in an information technology discipline (preferred).
A+ Certification (preferred).
Experience with Microsoft Endpoint Configuration Manager (MECM) and Azure (preferred).
ITIL Foundation certification (preferred).
Bilingual candidates encouraged.
Skills and Abilities
Strong understanding of computer networking protocols and principles.
Ability to work independently.
Knowledge of current technologies needed by large educational institutions.
Strong verbal and written communication skills.
Customer service focus and ability to communicate technical specifications to a wide audience.
Open, collaborative relationship with faculty, students, and staff.
Critical thinking and problem determination skills to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines.
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; travel to various sites within region.
Benefits Competitive salary range $60,000.00–$65,000.00 and other benefits.
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End User Support Analyst II
role at
Wake Technical Community College .
Responsibilities
Assess functional needs and coordinate with procurement for hardware and software.
Participate in vendor‑provided user and technical support training for specialized systems (e.g., simulation labs, mannequins, dental chairs).
Coordinate device repair services with vendors.
Provide training and mentorship to End User Support Analyst I, student workers, college employees, and contractors.
Support system administration of the service management system and ticket lifecycle.
Respond to emergency situations outside normal business hours to identify and mitigate critical operational issues.
Collaborate with subject matter experts and Level III Analysts to develop new processes and procedures and mentor staff on basic job functions.
Install, configure, test, monitor, support, and maintain end user workstations, peripheral devices, desktop phones, and other IT assets.
Perform quality assurance testing for devices, configurations, processes, and procedures based on QA guidelines.
Update and maintain database of client and end user device information in Active Directory, problem call tracking, and inventory management systems.
Conduct research on latest advancements in IT technologies and service desk processes to support continuous improvement.
Qualifications
Associate degree AND two years of experience in end user support (installing, troubleshooting, configuring).
OR High school diploma AND four years of experience in end user support (installing, troubleshooting, configuring).
Associate degree in an information technology discipline (preferred).
A+ Certification (preferred).
Experience with Microsoft Endpoint Configuration Manager (MECM) and Azure (preferred).
ITIL Foundation certification (preferred).
Bilingual candidates encouraged.
Skills and Abilities
Strong understanding of computer networking protocols and principles.
Ability to work independently.
Knowledge of current technologies needed by large educational institutions.
Strong verbal and written communication skills.
Customer service focus and ability to communicate technical specifications to a wide audience.
Open, collaborative relationship with faculty, students, and staff.
Critical thinking and problem determination skills to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines.
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; travel to various sites within region.
Benefits Competitive salary range $60,000.00–$65,000.00 and other benefits.
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