IT Service Desk Support Specialist

This onsite IT Service Desk Support Specialist role is the first point of contact for customer-focused technology help at Wake Technical Community College.

Responsibilities

• Act as the first point of contact for IT support through phone, email, ticketing system, and walk-in service desk interactions
• Troubleshoot and resolve common issues across hardware, software, and accounts
• Image and configure replacement devices to address damaged or malfunctioning equipment
• Update and maintain system device documentation for supported hardware
• Walk users through basic troubleshooting steps and help with use of IT systems and devices
• Receive, document, prioritize, and resolve service requests, issues, and resolutions in the ticketing system
• Collaborate with ITS personnel to resolve incidents, fulfill requests, complete projects, and develop processes, procedures, and documentation
• Maintain device readiness at service desk locations to support fast turnaround
• Coordinate warranty repairs and vendor service requests for laptops and other equipment
• Support employees with technology, end user devices, and applications needed for College business processes
• Contribute to internal and external knowledgebase articles related to technology

Requirements

• Build an open, collaborative relationship with faculty, students, and staff to identify IT services and support needs
• Provide strong customer service while understanding and communicating technical specifications to a wide range of audiences
• Troubleshoot and resolve end user device issues across hardware, software applications, network infrastructure, operations, and other IT disciplines
• Demonstrate commitment to customer service, analytical problem-solving, and teamwork; communicate clearly and effectively across diverse groups
• Maintain strong verbal and written communication skills, including the ability to read, analyze, and interpret technical documentation
• Maintain a basic understanding of computer networking principles
• Ability to push, pull, lift, or carry up to 50 pounds of equipment
• Valid Driver’s license and approval required by the College’s liability insurance carrier; travel to various sites within the region required
• High school diploma plus six months of experience supporting end user devices and software applications, including installing, troubleshooting, and configuring
• Associate degree in an information technology discipline
• Two years experience supporting an enterprise help desk operation
• A+ Certification
• Experience using Microsoft and Apple IT support tools

Technologies

• Microsoft
• Apple
• A+ Certification

Job Details

• Location: Raleigh, NC (onsite)
• Salary: USD 48,360 per year
• Education: High school diploma