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IT Service Desk Support Specialist

Wake Technical Community College Raleigh, NC

Raleigh, NC

Today

$48k+/yr Full time A+ Application Support Computer Skills

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Job Description

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

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