Call Center TechnicianAnticipated Hiring Range:
$36,000 - $38,000Work Schedule:
Monday - Friday, 8:00 AM - 5:00 PM with some weekend work (for pre-planned events)Job Location:
Technology Support ServicesAbout 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.
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.
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.
Perform other duties as assigned by the supervisorMinimum 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. Other Required Qualifications:
All degrees must be received from appropriately accredited institutions.
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:
NAValid NC Driver's License required:
NoCommercial Driver's License Required?:
NoJob Open Date:
06/11/2021Earliest 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.):
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:
SHRAPosition Classification Band Title:
Technology Support TechnicianPosition Classification Band Level:
ContributingPosition Classification Salary Range:
$31,200 - $71,944Salary Grade Equivalency:
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 RecurringMandatory Designation - Adverse Weather:
Mandatory - Adverse WeatherMandatory 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 EventTime Limited Position:
NoIs this position partially or fully funded on ARRA stimulus monies?:
513001 - Technology Support ServicesAA/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.
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 www.wes.org 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.