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Department: 170109 - COS - IT
Location: Raleigh, NC
Essential Job Duties:
The College of Sciences is seeking a customer-focused and technically proficient Service Desk Technician I to join its IT team. This position serves as a primary point of contact for technology support within the College, providing Tier I technical assistance to faculty, staff, and graduate students. The successful candidate will play a key role in delivering reliable IT services, maintaining technology resources, and supporting the College's mission through exceptional customer service and technical expertise.
The Service Desk Technician I is responsible for resolving routine and well-documented technical issues, responding to service requests, contributing to knowledge management efforts, and maintaining accurate technology records. This position also supports hardware lifecycle management, inventory processes, and technology projects while collaborating with other IT staff to ensure effective and efficient service delivery.
Primary Responsibilities
Technical Support and Customer Service
- Provide Tier I technical support for desktop and laptop computers, software applications, peripherals, classroom technologies, and other IT services.
- Troubleshoot and resolve routine and moderately complex technology issues for faculty, staff, and graduate students.
- Respond to incidents and service requests in a timely and professional manner.
- Escalate issues as appropriate and assist with Tier II support activities when needed.
- Deliver exceptional customer service through clear, professional, and transparent communication.
- Provide individual instruction and training to users on new or updated technologies.
- Assist with the tracking, monitoring, and reporting of technology assets throughout their lifecycle.
- Maintain accurate inventory records for computing equipment and related technology resources.
- Audit and document physical hardware located throughout College of Sciences facilities.
- Support planning efforts by generating reports related to equipment replacement schedules and lifecycle management.
- Assist with technology procurement, surplus processing, and end-of-life (EOL) equipment management.
- Create, maintain, and update knowledge base articles, user guides, and standard operating procedures (SOPs).
- Document technical solutions, projects, and support processes to improve service delivery and knowledge sharing.
- Contribute to the development of instructional materials and training resources for users and IT staff.
- Assist with the installation, configuration, testing, maintenance, and deployment of computers, workstations, peripherals, and related technology equipment.
- Support routine systems maintenance activities to ensure reliable operation of technology resources.
- Participate in technology projects and initiatives as assigned.
- Collaborate with other IT staff on troubleshooting efforts and team-based projects.
This position supports office computing environments, scientific and teaching laboratories, and technology-enabled classrooms across the College of Sciences, helping ensure faculty, staff, and students have the technology resources necessary to achieve their academic, research, and administrative goals.
Other Work/Responsibilities:
Other duties as assigned.
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.
Required Qualifications:
- Experience providing technical support for Windows and MacOS operating systems and common productivity applications (Microsoft Office and Google Workspace)
- Experience troubleshooting and resolving computer hardware and software issues, including supporting and troubleshooting audiovisual, videoconferencing, classroom, and instructional technologies
- Ability to communicate effectively with a wide range of customers internally and externally and provide excellent customer service
- Ability to produce clear written documentation, technical instructions, and support materials
- Strong organizational, planning, and teamwork skills with the ability to manage multiple priorities and meet deadlines
Preferred Qualifications:
- Experience providing technical support for Windows and MacOS operating systems and common productivity applications (Microsoft Office and Google Workspace)
- Experience troubleshooting and resolving computer hardware and software issues, including supporting and troubleshooting audiovisual, videoconferencing, classroom, and instructional technologies
- Ability to communicate effectively with a wide range of customers internally and externally and provide excellent customer service
- Ability to produce clear written documentation, technical instructions, and support materials
- Strong organizational, planning, and teamwork skills with the ability to manage multiple priorities and meet deadlines
Required license or certification:
N/A
Position Number: 00043219
AA/EEO Statement:
NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. 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.
