End User Support Analyst II

End User Support Analyst II

Join to apply for the End User Support Analyst II role at Wake Technical Community College
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• 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.

• 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.

• 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.

Competitive salary range $60,000.00–$65,000.00 and other benefits.