Technology Support Specialist

Location
Raleigh, NC
Posted
Jun 08, 2018
Institution Type
Four-Year Institution

Position Number: 00044288

Primary Function of Organization Unit: EdIT, under the College of Education Dean's Office, supports and maintains the technological infrastructure of the College in coordination with appropriate campus entities.

Essential Job Duties: The Technology Support Specialist provides all tiers of IT support to NC State College of Education and Department of Psychology customers. This involves desk side, phone and occasional remote user support for all enterprise related software and systems. This includes other end-user support duties as assigned. The Education IT Support Specialist: Serves as primary support for Windows-based machines and auxiliary support for MAC OS machines in the College of Education and Department of Psychology. Duties include hardware maintenance of 1500 Windows and Mac OS-based machines, software installation and maintenance through tools such as SCCM, solving software interoperability issues, and helping researchers with discipline-specific setups. Provide support for other systems and technologies as needed including Windows systems, Linux systems, custom research equipment, non-University supported classrooms, and mobile technology. This can range from routine technical support to assisting with needs assessments, planning, and acquisition of appropriate technology. Manage the response and possible delegation of support requests within the College of Education ServiceNow Incident Management queue. Must successfully communicate with customers regarding their issue(s) in both written and verbal form (face-to-face and via phone). Schedule, hire, and manage student staff providing desktop and other technical support. Mentor staff and contribute to professional development while ensuring appropriate College and University standards are followed. Assist in maintaining the College's agent-based inventory system. Such systems could include solutions like AMF, Meraki, or SCCM. Represent, participate and articulate the College's needs on University committees or working groups as required. Provide other general support and assist in developing the vision and strategy for the College's IT efforts. With minimal oversight, manage complex technical and managerial projects including advanced documentation efforts, IT and non-IT process improvement, and the implementation of in-house and cloud-based solutions to improve efficiency of institutional compliance.

Minimum Education/Experience:

Department Required Skills: Recent end-user, deskside technical support experience Excellent customer service skills, including the ability to communicate with users of all ability levels directly, via telephone or in written form Substantial support knowledge of Microsoft Windows 10 desktop and Office support (Word, Excel, PowerPoint) Proficient knowledge of Mac OS X desktop support Strong support experience with configuration management technologies and tools (specifically Active Directory, System Center Configuration Manager, and JAMF) Ability to engage and master new skills quickly and without direct supervision Willingness and experience implementing and supporting specialty hardware, software applications and special projects. Must be able to lift up to 30 lbs for purpose of installing computer equipment or moving equipment.

Preferred Experience, Skills, Training/Education: ITIL Foundations certified Certified ServiceNow Experience with Windows Deployment Services and System Center Configuration Manager application development and deployment Working knowledge of Amazon Web Services (AWS)

Necessary Licenses and Certifications: NA

AA/EOE: 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, please call 919-515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at "www.wes.org":http//wes.org. Degree must be obtained prior to start date.

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.

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