Help Desk Technician — Tier I IT Support & Deployment

NC State University; Raleigh (NC); On-site; USD 25,000 - 36,000; Full time

Job summary

NC State University in Raleigh, NC seeks a UTS - Temporary IT Technician to provide Tier I technical support, manage service requests in the ticketing system, and be the first point of contact for users. You will troubleshoot and resolve issues within SLA, document steps, and communicate updates to customers.

Responsibilities include provisioning, configuring, and deploying computers and related equipment, supporting hardware, software, and applications, and escalating complex problems to

Qualifications

• 1-3 years of service desk/helpdesk experience for PC/Mac.
• Good knowledge of Internet security and data privacy principles.
• Ability to learn existing and emerging technologies.
• Provide technical support and problem resolution for unfamiliar software/hardware.

Responsibilities

• Handle Tier I issues via ticketing system, categorize and disposition requests.
• Troubleshoot and resolve within established SLA’s.
• Act as initial contact for service requests at this support level.
• Communicate updates to customers and escalate as needed.
• Document issues and escalate to appropriate resources.
• Review and prioritize outstanding tickets; route to teams accordingly.
• Support computers, software, and hardware issues.
• Deliver excellent customer service through service request management.
• Provision, configure, and deploy computers and related equipment for end users.

Skills

Customer service

Communication skills

Troubleshooting

Active listening

Interpersonal skills

Self-motivated

Tools

Google Apps

Microsoft Office Apps

AI Productivity Tools

ServiceNow

Networking

Active Directory

Group Policy

Scripting & Automation

JAMF

Job description

NC State University in Raleigh, NC seeks a UTS - Temporary IT Technician to provide Tier I technical support, manage service requests in the ticketing system, and be the first point of contact for users. You will troubleshoot and resolve issues within SLA, document steps, and communicate updates to customers.

Responsibilities include provisioning, configuring, and deploying computers and related equipment, supporting hardware, software, and applications, and escalating complex problems to