IT Support Specialist II

Faybiz; Fayetteville (NC); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

NC State Health Plan

NC State Retirement Plan

Paid Holidays

Educational Benefits

Longevity

Job summary

Fayetteville Technical Community College seeks an IT Support Specialist II to provide hands-on technical support and user assistance across campus. You will diagnose hardware and software issues, perform routine maintenance, and ensure timely updates with minimal supervision.

You will support faculty, staff, and student labs, document solutions, manage IT assets, and mentor junior staff. The role emphasizes strong communication, initiative, and collaboration with ITS to advance the college's

Qualifications

• Provide in-person or remote assistance first-line support for hardware and software issues, including desktops, laptops, printers, and other IT-related equipment.
• Perform routine maintenance on computer systems, including updates and security and other patches; monitor system performance to ensure user satisfaction.
• Deliver exceptional customer service by communicating effectively with users, providing timely updates on issue resolution, and ensuring a positive user experience.
• Assist end-users in the proper use of computer hardware, software, and peripheral equipment within the established standards and guidelines of the College.

Responsibilities

• Provide in-person or remote assistance first-line support for hardware and software issues, including desktops, laptops, printers, and other IT-related equipment.
• Perform routine maintenance on computer systems, including updates and security and other patches; monitor system performance to ensure user satisfaction.
• Deliver exceptional customer service by communicating effectively with users, providing timely updates on issue resolution, and ensuring a positive user experience.
• Assist end-users in the proper use of computer hardware, software, and peripheral equipment within the established standards and guidelines of the College.

Job description

Fayetteville Technical Community College is recruiting for a new member to join our Information Technology Services Team and now accepting applications for a full-time IT Support Specialist II!

This position provides technical support, user assistance and system updates and maintenance for the College in a hands‑on capacity throughout the College and ensures that issues are resolved efficiently and effectively. This position provides support to the faculty, staff, and classroom computer labs by performing diagnosis and resolutions of technical issues as related to the use and performance of all campus computers, hardware, software, and peripheral equipment. This position’s responsibilities require independent analysis, communication, and problem solving. Duties are performed with little supervision and require initiative and judgment.

We offer a valuable benefits package that includes the following:

• NC State Health Plan
• NC State Retirement Plan
• Paid Holidays
• Educational Benefits
• Longevity

Essential Duties—

Duties may include, but are not limited to, the following:

• Provide in-person or remote assistance first-line support for hardware and software issues, including desktops, laptops, printers, and other IT-related equipment.
• Perform routine maintenance on computer systems, including updates and security and other patches; monitor system performance to ensure user satisfaction.
• Deliver exceptional customer service by communicating effectively with users, providing timely updates on issue resolution, and ensuring a positive user experience.
• Assist end-users in the proper use of computer hardware, software, and peripheral equipment within the established standards and guidelines of the College.
• Analyze, research, and provide solutions to faculty, staff, and student requests for IT assistance; test and evaluate new IT hardware and software.
• Maintain accurate records of support requests, solutions provided, and IT-related inventory; update knowledgebase and internal documentation as necessary.
• Install, configure, and maintain hardware and software; manage IT asset inventory and ensure software compliance with licensing agreements.
• Coordinate vendor support for hardware and software information for IT-related systems, maintain information about equipment and installation, identify software users and recommend other options as requested.
• Provide training and guidance to end users on best practices, software applications, and new technologies.
• Work closely with the other ITS team members and departments to support the mission, technology initiatives and projects of the College. Participate in continuous improvement efforts and contribute to team goals, including workshops, conferences, and meetings to support the mission of the department.
• Provide support and mentoring to IT Support Specialist I (part-time) staff.