IT Support Lead — Classroom & Lab Tech

North Carolina State University; Raleigh (NC); In loco; USD 35.000 - 96.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical

Dental

Vision

Flexible Spending

Retirement Programs

Disability Plans

Life Insurance

Accident Plan

Paid Time Off

Holidays

Tuition Assistance

Academic Assistance

Childcare

Descrizione del lavoro

North Carolina State University’s Wilson College of Textiles seeks a Technology Support Services Analyst to lead IT support for students, faculty, and staff. You’ll triage tickets, mentor technicians, manage service requests in Zendesk, and maintain a knowledge base to ensure high-quality service.

Strong customer focus and teamwork are essential. Associate or bachelor's degree in CS/IT with relevant experience is required, plus experience with classroom tech, hardware, and software.

Competenze

• Associate's degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor's degree and one year of experience in the information technology field related to the area of assignment; or bachelor's degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Mansioni

• Lead and triage IT support requests, assign tickets and ensure timely resolution in line with departmental standards.
• Provide training and mentorship to IT support technicians to enhance team performance and technical knowledge.
• Oversee and report on team performance metrics to ensure effective service delivery and continuous improvement.
• Monitor and manage service requests through the Zendesk platform, ensuring timely response and resolution.
• Provide solutions and documentation for recurring issues, maintaining a knowledge base for the support team and end users.
• Troubleshoot and resolve computer-related issues of varying complexity, including hardware, software, and peripheral devices.
• Install, configure, and troubleshoot specialty software and ensure proper connectivity between computers and peripheral equipment.
• Train end users on hardware functionality and common software applications to enhance the user experience and productivity.
• Keep up to date with current IT security standards and apply them to protect systems and data.
• Provide hands‑on support for computers, tablets, printers, and other devices in classrooms, conference rooms, and laboratories.
• Perform proactive checks to ensure classroom and laboratory computers are functioning properly and ready for academic use.
• Assist in the redeployment or upgrade of computers using standard procedures, ensuring devices are properly configured and maintained.
• Maintain inventory records for IT hardware and software to ensure accurate tracking and reporting.
• In addition to the core responsibilities of this role, there may be occasional opportunities to take on additional duties.

Descrizione del lavoro

North Carolina State University’s Wilson College of Textiles seeks a Technology Support Services Analyst to lead IT support for students, faculty, and staff. You’ll triage tickets, mentor technicians, manage service requests in Zendesk, and maintain a knowledge base to ensure high-quality service.

Strong customer focus and teamwork are essential. Associate or bachelor's degree in CS/IT with relevant experience is required, plus experience with classroom tech, hardware, and software.