Technology Support Technician
Position Number: 00107282
Primary Function of Organization Unit: EdIT, under the College of Education's 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 Tier 1 IT support to NC State College of Education and Department of Psychology customers. This involves desk side, phone and occasional remote user support for software and hardware. This includes other end-user support duties as assigned. The Education IT Support Technician: - Installs basic software and hardware for common use areas according to prescribed procedures. Performs routine diagnostics and maintenance on equipment, including installing basic patches and upgrades, and set-up and configuration of new hardware and software. - Responds to inquiries for assistance from users of computers and related software and hardware devices including access control devices, printers or copiers; import/export file, and run reports. Solicits relevant information from users to describe non-routine problems to escalate problems to technical expert. - Provides 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. - Must successfully communicate with customers regarding their issue(s) in both written and verbal form (face-to-face and via phone). - Assists in maintaining the College's agent-based inventory system. Such systems could include solutions like JAMF, Meraki, or SCCM.
Department Required Skills: - End-user, desk side technical support experience and familiar with current trends and technology - 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) - 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.
Preferred Experience, Skills, Training/Education: - Operational ServiceNow Incident Resolution experience - Experience in a higher education/university environment - Experience with Windows Active Directory and System Center Configuration Manager
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.