"Technology Support Technician"

Technology Support Technician

Company:
North Carolina State University

Job Location:

Category:
IT Support and Training

Type:
Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Department: 447040 - Business Systems

Location: Raleigh, NC

Essential Job Duties:
The Technology Support Technician provides hands-on technical support, device management, and inventory oversight for Facilities Services, supporting more than 900 employees across approximately 570 computers and 300+ mobile devices. This role is responsible for maintaining a reliable, secure, and scalable technology environment by troubleshooting hardware and software issues, managing device lifecycles, and evaluating emerging technologies that support the broader university infrastructure.

This position is ideal for a customer-focused technology professional who enjoys problem-solving, working with varied users, and contributing to a mission-driven campus environment. You'll play a critical role in supporting the technology needs of Facilities Services while contributing to a collaborative, campus-focused environment that values innovation, service, and continuous improvement.

If you enjoy supporting people through technology and want to make an impact in a large, dynamic organization, we encourage you to apply and join our team.

Key responsibilities and duties include, but are not limited to:

• Provide desktop, laptop, and mobile device support for Facilities Services employees, including troubleshooting, repair, replacement, and deployment.
• Manage and maintain computer and mobile device inventory, including tracking assets, locations, and lifecycle status.
• Analyze hardware performance and determine when repair versus replacement is appropriate.
• Plan and manage technology refresh cycles using 3-, 4-, and 5-year replacement schedules aligned with budgetary needs.
• Administer Windows and macOS environments using Active Directory, Group Policy, SCCM, JAMF, and Infoblox.
• Support account security and access by assisting employees with Duo Authentication and Google 2-Step Verification for Gmail and MyPack Portal.
• Manage Google services through web-based administration tools, including Chrome Device Management.
• Deploy new computers and ensure systems are properly configured, documented, and operational.
• Maintain accurate documentation related to devices, parts, configurations, and inventory locations.
• Track, document, and resolve technical issues using established procedures and ticketing systems.
• Integrate and support external applications within ServiceNow and AiM.
• Research and evaluate emerging technologies and solutions for applicability within the Facilities and campus-wide technical environment.
• Deliver excellent customer service while communicating technical concepts clearly to both technical and non-technical audiences.
• Perform physical tasks such as lifting (up to 30 lbs. frequently, 60 lbs. occasionally) with or without reasonable accommodations.

Other Work/Responsibilities:

• Lead information sessions about the services we provide.
• Work with other members of Business Systems on projects.
• Collaborate with campus partners.
• Normal job hours are Monday - Friday, 8 am - 5 pm. Occasional work outside these hours may be required.

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:
Must have significant prior experience troubleshooting and repairing virus and spyware infections on Windows PCs. Must have experience troubleshooting wired and wireless networking connection issues. Must have experience troubleshooting and replacing laptop hardware. Must be able to clearly communicate verbally and in writing with people of varied technical abilities. Must be able to successfully organize and coordinate shipping and receiving of computers and parts with multiple vendors.
Lift up to 40 lbs, with or without reasonable accommodations

Preferred Qualifications:

• Experience installing, configuring, and supporting PC and Mac software across multiple operating systems.
• Demonstrated experience providing customer-facing technical support with a strong focus on service and communication.
• Hands-on experience diagnosing and repairing hardware issues on Lenovo, Dell, and Apple laptops.
• Knowledge of endpoint management tools and device lifecycle practices in an enterprise environment.
• Technical certifications such as CompTIA A+ and/or Apple certifications are highly desirable.

Required license or certification:

• Valid North Carolina driver's license is required within 60 days of hire and must be maintained.

Position Number: 00110826