Onsite IT Technician - Tier 1 Support (Temporary)

North Carolina State University; Raleigh (NC); In loco; USD 28.000 - 40.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance for Temporary Emps

LEAD courses

Attend non-revenue sporting events for

free

Descrizione del lavoro

NC State University is seeking a Temporary IT Technician (Tier I) to provide frontline technical support, manage service requests via the ticketing system, and assist users with hardware, software, and applications. You will assess, categorize, and resolve issues within SLA, escalate as needed, and document everything for knowledge sharing.

Onsite work schedule is Monday–Friday, 40 hours per week. Valid NC driver’s license is required; strong customer service and problem-solving skills are

Competenze

• 1-3 years experience providing service desk / helpdesk support to end-users for PC/MAC.
• Interpersonal skills: communication, active listening, professional demeanor.
• Technical diagnosis skills.
• Good knowledge of Internet security and data privacy principles.
• The capacity to learn existing and emerging technologies.
• The ability to provide technical support and problem resolution for unfamiliar software and hardware.
• Self-motivated with the ability to work in a fast-moving environment.
• Willingness to generate and maintain clear technical documentation and records.

Mansioni

• Handle Tier I technical issues through our ticketing system: including receipt, categorizing, handling, and disposition of all requests for service from users.
• Troubleshoot issues and resolve within established SLA’s
• Act as the initial point of contact for service requests received at this support level.
• Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes
• Complete preliminary assessment and resolve if within the technician’s realm of knowledge using troubleshooting checklists and established knowledge-based processes.
• Document technical issues and take ownership of escalating issues to the appropriate resource
• Review and prioritize outstanding support requests
• Route tickets to appropriate teams for resolution based on incident category and severity.
• Support computer and application issues associated with computers, software and hardware.
• Deliver outstanding customer service through the management and execution of service requests
• Provision, configure, and deploy computers and related equipment to end users, ensuring devices are secure, functional, and ready for immediate use.

Conoscenze

Service desk / helpdesk

Google Apps

Microsoft Office Apps

AI Productivity Tools

Ticketing systems (ServiceNow)

Networking

Active Directory

Group Policy

Scripting & Automation

NC Driver’s License

Strumenti

ServiceNow

JAMF

Descrizione del lavoro

NC State University is seeking a Temporary IT Technician (Tier I) to provide frontline technical support, manage service requests via the ticketing system, and assist users with hardware, software, and applications. You will assess, categorize, and resolve issues within SLA, escalate as needed, and document everything for knowledge sharing.

Onsite work schedule is Monday–Friday, 40 hours per week. Valid NC driver’s license is required; strong customer service and problem-solving skills are