Technology Support Specialist

About the Department:

The College of Sciences brings together the mathematical, physical, and biological sciences in a research-intensive environment that simultaneously values excellence in teaching and a strong community engagement. Sciences IT is a growing unit that provides innovative IT solutions, responsive and forward-looking support, and creative applications of technology to support the research, teaching, administrative, and outreach functions of the College of Sciences. While working in this unit, you will be expected to foster a supportive and welcoming environment.

NC State promotes an integrated approach to problem-solving that transforms lives and provides leadership in social, economic, and technological development across North Carolina and around the world. NC State’s land grant mission of teaching, research, and service is dedicated to the service of North Carolina and its people. Applicants are encouraged to review the institution’s mission, vision and strategic plan, and consider how their background, interest and experience would enable them to support the university.

Essential Job Duties:

Are you passionate about solving complex technical challenges and supporting cutting‑edge research and teaching environments? The College of Sciences is seeking a Technology Support Specialist to deliver advanced technical support, design innovative solutions, and implement secure, scalable technologies that directly support faculty, staff, and students. This role is ideal for a technically skilled professional who enjoys hands‑on problem-solving, collaboration, and contributing to a dynamic academic environment.

The Technology Support Specialist provides Tier 2 technical support across Mac, Windows, and Linux environments and plays a key role in delivering reliable, secure, and modern technology services throughout the College of Sciences. This position supports desktop systems, scientific instrument integrations, networking, and centralized management platforms while contributing to technology planning, projects, and continuous service improvement. Key Responsibilities:

Advanced Technical Support

• Deliver Tier 2 support for Mac, Windows, and Linux systems
• Install, upgrade, and optimize desktop hardware, software, applications, and laboratory equipment
• Support integrations with scientific and research instrumentation
• Administer and contribute to configuration management platforms such as JAMF, Active Directory, Puppet, or similar tools
• Independently analyze and resolve advanced technical issues with a focus on security, scalability, and reliability

Networking & Security

• Troubleshoot and support wired and wireless networking environments
• Participate in network planning, changes, and performance optimization
• Implement and enforce university security requirements and best practices

Consultation, Solution Design & Innovation

• Consult with faculty, staff, and students to assess technology needs and design secure, scalable solutions
• Research and evaluate emerging technologies that enhance teaching, learning, research, and outreach
• Provide guidance and recommendations for IT hardware and software purchases across the College

Projects, Collaboration & Vendor Coordination

• Lead and contribute to IT projects, including developing proposals, creating project plans, and meeting deadlines
• Coordinate complex, multi‑party technical issue resolution involving vendors, systems administrators, and end users
• Assist with the development and implementation of IT processes, standards, and documentation
• Serve on technical committees and act as a liaison to central IT

Training, Documentation & Mentorship

• Use ITSM systems to manage incidents, document complex solutions, and communicate effectively with users
• Provide training to faculty, staff, students, and peer technicians
• Mentor student employees and support their technical development
• Contribute leadership in planning and executing new processes and procedures

Service & Availability

• Deliver responsive service with strong follow‑up communication and customer focus
• Support college‑wide IT services and participate in an on‑call rotation as needed
• Contribute to the development of IT processes, standards, and documentation
• Participate in an on‑call rotation as needed

You Are an Ideal Candidate If You:

• Enjoy solving complex technical problems and providing high‑quality, customer‑focused support
• Have hands‑on experience supporting Mac, Windows, and Linux systems in a managed environment
• Are comfortable administering or contributing to tools such as JAMF, Active Directory, Puppet, or similar platforms
• Have experience troubleshooting wired and wireless networking issues and understand security best practices
• Communicate technical concepts clearly to non‑technical users and value strong follow‑up and documentation
• Take initiative, work independently, and collaborate effectively within cross‑functional teams
• Enjoy contributing to projects, process improvement, and standards development
• Appreciate working in an academic or research‑focused environment that supports teaching, learning, and discovery

Other Responsibilities:

• Supports other College of Sciences IT services, projects, and functions as needed
• May serve in an on‑call rotation
• Additional responsibilities will be defined through annual performance plans.

Minimum Education and Experience:

Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.

Other Required Qualifications:

• Demonstrated ability to resolve technical problems of high complexity
• Experience with end-user desktop support
• Experience with computer management through Active Directory
• Knowledge of computer security best practices for Windows and Mac platforms
• Successful history of providing exceptional customer service
• Strong verbal and written communication skills
• Ability to work independently and in a collaborative environment
• Strong planning and organizing abilities, including the ability to lead projects.

Preferred Qualifications:

• A+, Security+ and/or Network+ credentials or similar certifications
• Experience in packaging applications in SCCM and/or JAMF
• Basic scripting or programming skills
• Experience working with computers connected to scientific instruments
• Experience with configuration management for Linux systems through Puppet/Foreman