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: 480502 - UHR UTS/UNC Partnership Location: Raleigh, NC Essential Job Duties: The primary purpose of this position is to provide Tier I technical support by managing service requests through the ticketing system, serving as the initial point of contact for users, and troubleshooting and resolving technical issues within established service level agreements. Responsibilities include assessing, categorizing, prioritizing, documenting, and resolving support requests using established procedures and knowledge-based resources, communicating updates to customers, and escalating or routing issues to the appropriate teams when necessary. The position also supports computer hardware, software, and application issues while providing excellent customer service and provisioning, configuring, and deploying computers and related equipment to ensure devices are secure, functional, and ready for end-user use. Other Work/Responsibilities: Handle Tier I technical issues through our ticketing system: including receipt, categorizing, handling, and disposition of all requests for service from users. Troubleshoot issues and resolve within established SLA's Act as the initial point of contact for service requests received at this support level. Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes Complete preliminary assessment and resolve if within the technician's realm of knowledge using troubleshooting checklists and established knowledge-based processes. Document technical issues and take ownership of escalating issues to the appropriate resource Review and prioritize outstanding support requests Route tickets to appropriate teams for resolution based on incident category and severity. Support computer and application issues associated with computers, software and hardware. Deliver outstanding customer service through the management and execution of service requests Provision, configure, and deploy computers and related equipment to end users, ensuring devices are secure, functional, and ready for immediate use. Required Qualifications: 1-3 years' experience providing service desk / helpdesk support to end-users for PC/MAC Interpersonal skills: communication skills, active listening, professional demeanor Technical diagnosis skills Good knowledge of Internet security and data privacy principles The capacity to learn existing and emerging technologies The ability to provide technical support and problem resolution for unfamiliar software and hardware Self-motivated with the ability to work in a fast-moving environment Willingness to generate and maintain clear technical documentation and records Is driving required? Yes Preferred Qualifications: Experience with Google Apps Experience with Microsoft Office Apps Experience with AI Productivity Tools, such as ChatGPT, Gemini, etc Experience with ticketing systems, such as ServiceNow. Experience with Networking, Active Directory, Group Policy, JAMF, and Scripting & Automation. Required license or certification: A valid NC Driver's License Position Number: 48AJ98 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.
