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Call Center Technician

NC State University
Raleigh, NC
Closing date
Jun 18, 2021

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Administrative Jobs
Academic Affairs, Research Staff & Technicians, Technology, IT Support & Training
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Job Details

Posting Number:


Internal Recruitment:


Working Title:

Call Center Technician

Anticipated Hiring Range:

$36,000 - $38,000

Work Schedule:

Monday - Friday, 8:00 AM - 5:00 PM with some weekend work (for pre-planned events)

Job Location:

Raleigh, NC


Technology Support Services

About the Department:

The Office of Information Technology (OIT) provides central administrative and academic IT services to the University. OIT staff are committed to providing the best possible IT systems and services for the students, faculty and staff of NC State.

OIT Vision
Be the IT organization people seek out as a partner for providing visionary strategies, creative solutions, objective information, and effective and efficient services in order to help them achieve their mission and goals.

OIT Mission
To provide nimble, effective, efficient and collaborative IT services, solutions and strategies in a timely and helpful manner that assists the university, state and nation in achieving their strategic goals.

The NC State University Help Desk is the primary point of contact for computing services at NC State. Our role is to support, in coordination with other campus consulting groups, the faculty, staff, and students of NC State in their computing and technology endeavors by focusing on understanding their needs and developing solutions that work for the campus community.

Essential Job Duties:

The Call Center Technician provides first-tier technology and general support and troubleshooting for campus affiliates and services.

Responsibilities include, but are not limited to:

  • Use the ServiceNow ITSM suite to document, assign, escalate, and manage issues from our campus community.
  • Respond to telephone and electronic requests for support, including incident analysis, initial resolution and/or escalation.
  • Communicate with IT customers regarding their issues, both verbally and by written correspondence.
  • Communicate with IT personnel to document customer issues, create assignments, and manage support requests from initial reporting through resolution.
  • Assist in the hiring, development, and duties of the student Call Center employees, including some training, quality assurance, and scheduling.

Other Responsibilities:

Perform other duties as assigned by the supervisor

Minimum Experience/Education:

High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.

Other Required Qualifications:

Excellent customer service skills, including the ability to work with users and coworkers of all ability levels.

Excellent telephone, oral and written communication skills.

Extremely detail-oriented and the ability to consistently follow team procedures and documentation.

Ability to quickly learn several proprietary applications that are core to our campus community.

Experience troubleshooting Windows systems and OS.

Familiarity with web browsers and associated functionality (such as Chrome, Explorer, Firefox, Safari, etc.)

Preferred Qualifications:

Recent support center/technical support experience.

Strong working knowledge of Windows, Mac OS X, Linux, iOS, and other operating systems.

Working knowledge of Google Apps (Mail, Drive, Docs, etc.).

Working knowledge of Windows Active Directory and other server-hosted applications.

Working knowledge of remote management technologies.

Working knowledge of multiple web browsers (Google Chrome, Internet Explorer, Firefox, Safari, etc.).

Required License or Certification:


Valid NC Driver's License required:


Commercial Driver's License Required?:


Job Open Date:


Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.):


Special Instructions:

In addition to your application, please submit a resume, cover letter, and contact information for three professional references.

Please make sure that the work history listed on your application is identical to the work history listed on your resume.

Position Number:


Position Type:


Position Classification Band Title:

Technology Support Technician

Position Classification Band Level:


Position Classification Salary Range:

$31,200 - $71,944

Salary Grade Equivalency:


Alternate Option:

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week):



12 Month Recurring

Mandatory Designation - Adverse Weather:

Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Mandatory - Fire/Explosions, Mandatory - Medical Emergencies, Mandatory - Hazardous Material Incidents, Mandatory - Transportation Accidents, Mandatory - Evacuations/Natural Hazards, Mandatory - Utilities/Infrastructure Failure, Mandatory - Threats of Violence/Terrorism/Interpersonal Emergencies, Non Mandatory - Emergency Event

Time Limited Position:


Is this position partially or fully funded on ARRA stimulus monies?:


Department Id:

513001 - Technology Support Services


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.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] 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 equivalency verified at or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

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.


NC State: Think and Do

NC State was founded with a purpose: to create economic, societal and intellectual prosperity for the people of North Carolina and the country. We began as a land-grant institution teaching the agricultural and mechanical arts. Today, we're a pre-eminent research enterprise with 12 colleges excelling in all major academic fields.

NC State studentsOur 34,000 high-performing students take what they learn in the classroom and apply it in the real world by conducting research, working in internships and co-ops, and performing acts of world-changing service. That experiential education ensures that they leave here ready to lead the workforce. NC State's 13:1 student-faculty ratio is one of the reasons why we're the best college for your money in North Carolina (Money) and the No. 5 best value among public universities nationally (U.S. News & World Report).

Overcoming Challenges, Improving Lives

NC State is one of only two universities in the nation leading two National Science Foundation Engineering Research Centers — one developing wearable, self-powered health monitors, and the other researching smart-grid technology. We’re also leading interdisciplinary efforts to curb nuclear proliferation, help farmers confront climate change and build a new American manufacturing sector.

Our research doesn't just get published in a journal or sit on a shelf; it makes an impact. NC State is No. 6 nationwide in commercialization agreements based on university research, and we're No. 2 among universities without a medical school. Our Cooperative Extension Service provides research-based information to citizens in all 100 North Carolina counties. In addition, our industrial extension unit — Industry Expansion Solutions — has created an economic benefit for the state's manufacturers averaging $149 million per year since 2005.

Bright Minds Creating a Bold Future

NC State’s 9,000 faculty and staff are world leaders in their fields, bridging the divides between academic disciplines and training high-caliber students to meet tomorrow’s challenges. NC State students won two Goldwater scholarships, five Fulbright scholarships, one Churchill scholarship and a record-breaking 25 National Science Foundation graduate research fellowships in the 2016-2017 academic year. In addition, 25 faculty are members of the National Academies.

NC State bldg in darkOur Centennial Campus, an award-winning public-private research campus, is home to more than 70 partner organizations working alongside more than 70 NC State research and academic units. Centennial is also the location of the innovative Hunt Library, which Time magazine has dubbed “the library of the future.”

In Raleigh and Around the World

It all happens in one of the best cities in America. A top spot for job-seekers and tech professionals, Raleigh is nationally recognized as a leading urban center:

NC State building oldWith Durham and Chapel Hill, Raleigh anchors the Research Triangle, a national hotspot for high-tech enterprise. The top companies in the region — including IBM, Cisco Systems, SAS Institute, Biogen Idec and GlaxoSmithKline — are among the country’s best employers. They also lead the way in hiring new NC State graduates.

More than 130 years after its creation, NC State continues to make its founding purpose a reality. Every day, our career-ready graduates and world-leading faculty make the fruits of learning and discovery available to people across the state, throughout the nation and around the world.

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