Technology Support Technician
Position Number: 00106648
Primary Function of Organization Unit: Information Technology and Engineering Computing Services, (ITECS), is charged with providing a world class computing environment for the Faculty, Staff and Students of the College of Engineering. ITECS fulfills this charge through a combination of direct IT support activities, active collaboration and partnership with other IT support groups (OIT, DELTA, Colleges) and with our faculty, staff and student constituencies. ITECS Staff provide technical leadership and capability in their core competencies with the College of Engineering and to the University technical community as a whole.
Essential Job Duties: Provide basic (Tier 1) information technology support to the students, faculty and staff of the College of Engineering by maintaining a full-time, professional staff presence at each of the ITECS Service Desks. Support will be provided through multiple means of contact with constituents to include face to face at the Service Desk, telephonic, electronic communications media and remote access. In addition to the general support provided to all College of Engineering constituents, the incumbents in these positions will be expected to become familiar with and fulfill the direct support needs of the academic departments supported by ITECS. * Receive, record, and act on requests for service from College of Engineering constituents. * Transfer service requests beyond the Tier 1 level to the appropriate internal or external agency. * Monitor the service tracking system (currently Service Now) to ensure that all service requests are being fulfilled in a timely manner. Report issues with fulfillment to the Service Desk supervisor. * Train and mentor student workers assigned to the Service Desk. * Assist senior Service Desk staff with assigned projects such as the design, implementation and support of the ITECS administrative and computer lab desktop environments, and the testing and deployment of applications packages. * Maintain the ITECS Service Desk Knowledge base. * Maintain the physical appearance of the ITECS Service Desk.
Department Required Skills: - Strong organizational and communication skills are essential. - Attention to detail and ability to form strong relationships between team members, customers, and management is essential. - Ability to troubleshoot and resolve basic hardware and software issues. - Working knowledge of Microsoft Active Directory processes.
Preferred Experience, Skills, Training/Education: - BS/BA degree with coursework, certification and/or training in IT. - 5+ years work experience in IT customer support. - Previous experience in a help desk support role.
Necessary Licenses and Certifications: N/A
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.