Application Instructions:

External Applicants: Please upload your resume on the Apply screen. Your application will automatically populate your resume details, and you may verify and update data on the My Information page.

Please add your cover letter and any other documents required for the position to the Resume/CV document upload section at the bottom of the My Experience application page. Use the Select Files button to add multiple documents including your cover letter and supporting documents. The My Experience page is the only opportunity to add your cover letter and supporting document attachments. You will not be able to modify your application after you submit it.

Current Employees: Apply from your existing Workday account. Do not apply from the website. Log in to Workday. Click on the Career Worklet and select Find Jobs. Locate the position and click Apply. Update your Education and Job History.

** Cover letter required for all positions and optional for facilities, campus services, and hospitality positions unless otherwise specified.

Job Description Summary

Summary:
Provides accurate, timely, and creative solutions to end-user computer, application and networking problems of complex nature to ensure end-user productivity. Handle the resulting incidents or service requests using the incident management and request fulfillment processes, in line with department objectives. Collaborates with team and School of Business colleagues to continually improve service and achieve departmental and School-wide goals.

Job Description

Essential Functions:

• Provides accurate, timely, and creative solutions to end-user computer, application, networking and audio-visual problems of moderate to complex nature to ensure end-user productivity through walk in, email and phone support.
• Serves as the first point of contact for the department by staffing the front desk, managing walk-in customers, answering the central Help Desk phone line and tracking/documenting customer interactions in the incident management system using established procedures. Escalates more complex requests to other team members when appropriate.
• Serves as the primary support contact for Apple hardware, software, and mobile devices. Support includes the deployment of Macs and iPads, troubleshooting software (OS, iOS, and iCloud services) and hardware (laptops, desktops, and mobile devices).
• Act as the application administrator for the incident management system. Responsibilities include managing access and permissions for service agents, creating automation rules, producing and analyzing reports on help desk key performance indicators for departmental use.
• Manages and monitors the department's equipment library to ensure accurate inventory records. Corresponds with customers regarding checkout equipment.
• Collaborates with team and School of Business colleagues to continually improve service and achieve departmental and School-wide goals.
• Accountable for maintaining the security and confidentiality of any proprietary or sensitive information or data in any medium regarding the university or its students, faculty, or staff. Accessing or disclosing such information or data must be deemed necessary for the performance of one’s job responsibilities and must be authorized by a supervisor.
• Must be available to work outside of normal business hours and/or weekends and on-call.
• Assists other members of the School of Business IT team with various tasks and projects as assigned.

Other Functions:

Required Education, Knowledge, Skills, Abilities:

• College degree with three or more years of experience, or an equivalent combination of education and experience.
• Expert knowledge of superior customer service standards and practices.

• Strong knowledge of operating systems, client applications and network connectivity including the Apple ecosystem (macOS, iOS, iCloud, Apple Configurator 2 and other Apple hardware), Windows computing environments, mobile devices, Google Workspace for Education, and Microsoft Office.
• Must possess strong analytical, diagnostic, and problem-solving skills; the ability to research, troubleshoot, and understand complex problems effectively and create well-reasoned solutions.
• Ability and willingness to learn new processes, applications, and systems.
• Ability to work productively with others, communicate effectively, and demonstrate flexibility to serve the needs of a diverse population.
• Ability to take initiative, work independently, and follow through on projects; Strong attention to detail; Can demonstrate organizational, time management, and multitasking skills.

Preferred Education, Knowledge, Skills, Abilities:

• Bachelor’s Degree/Background in Computer Science or Management Information Systems
• Apple Certified Support Professional certification

Accountabilities:

• Responsible for own work.

Note:

This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by the employee’s supervisor.

Employee Vaccination Mandate:

In an effort to protect the health and safety of the campus community, all faculty and staff positions, excluding staff who perform duties exclusively at Graylyn Conference Center, are required to be fully vaccinated with an FDA approved or authorized COVID-19 vaccine prior to their hire date. Once hired, faculty and staff must maintain full COVID-19 vaccination status throughout their employment at Wake Forest University. Faculty and staff with disabilities or sincerely held religious beliefs that preclude vaccination should contact Human Resources to request a reasonable accommodation.

To help provide a safe learning and living community, Wake Forest University conducts background investigations and drug screens for all final candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce and encourages qualified candidates across all group demographics to apply.

Wake Forest University is committed to providing access and reasonable accommodation in employment for individuals with disabilities.

Additional Job Description

Normal schedule is Monday-Friday, 9am-6pm. Must be available to work outside of normal business hours and/or weekends and on-call as needed.

In an effort to protect the health and safety of the campus community, all faculty and staff positions, excluding staff who perform duties exclusively at Graylyn Conference Center, are required to be fully vaccinated with an FDA approved or authorized COVID-19 vaccine prior to their hire date. Once hired, faculty and staff must maintain full COVID-19 vaccination status throughout their employment at Wake Forest University. Faculty and staff with disabilities or sincerely held religious beliefs that preclude vaccination should contact Human Resources to request a reasonable accommodation.

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.