Service Desk Technician I

North Carolina State University; Raleigh (NC); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Tuition and Academic Assistance

Paid Time Off and Other Leave Programs

12 Holidays Each Year

Wellness Programs

Job summary

NC State University is seeking a Service Desk Technician I to join the College of Sciences IT team in Raleigh, NC. You will act as the first point of contact for faculty, staff, and graduate students, delivering reliable desktop and software support, maintaining classroom technologies, and assisting with hardware lifecycle management.

The role emphasizes strong customer service, clear communication, and knowledge sharing through documentation.

Qualifications

• Experience providing technical support for Windows and MacOS operating systems.
• Experience with Microsoft Office and Google Workspace.
• Strong customer service and communication skills.

Responsibilities

• Provide Tier I technical support for desktops, software, peripherals, classroom technologies, and other IT services.
• Troubleshoot and resolve routine and moderately complex technology issues for faculty, staff, and graduate students.
• Respond to incidents and service requests promptly and professionally; escalate when needed.
• Create and update knowledge base articles and SOPs to improve service delivery.
• Maintain accurate inventory records and assist with hardware lifecycle management.

Skills

Windows support

MacOS support

MS Office

Google Workspace

Customer service

Communication

Education

High school diploma or equivalent

Job description

Job Posting Information

Posting Number: PG195281SP

Internal Recruitment: No

Working Title: Service Desk Technician I

Anticipated Hiring Range: $55,000 - $62,000

Work Schedule: Monday - Friday, 8am - 5pm (40 hours per week)

Job Location: Raleigh, NC

Department: COS - IT

About the Department: The College of Sciences brings together the mathematical, physical, and biological-sciences in a research-intensive environment that simultaneously values excellence in teaching and a strong community engagement. Sciences IT is a growing unit that provides innovative IT solutions, responsive and forward-looking support, and creative applications of technology to support the research, teaching, administrative and outreach functions of the College of Sciences. While working in this unit, you will be expected to foster a supportive and welcoming environment. NC State promotes an integrated approach to problem solving that transforms lives and provides leadership for social, economic, and technological development across North Carolina and around the world. NC State's land grant mission of teaching, research and service is dedicated to the service of North Carolina and its people. Applicants are encouraged to review the institution's mission, vision and strategic plan, and consider how their background, interest and experience would enable them to support the university.

Wolfpack Perks and Benefits

As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone.

What we offer:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered.

Essential Job Duties

The College of Sciences is seeking a customer-focused and technically proficient Service Desk Technician I to join its IT team. This position serves as a primary point of contact for technology support within the College, providing Tier I technical assistance to faculty, staff, and graduate students. The successful candidate will play a key role in delivering reliable IT services, maintaining technology resources, and supporting the College's mission through exceptional customer service and technical expertise.

The Service Desk Technician I is responsible for resolving routine and well-documented technical issues, responding to service requests, contributing to knowledge management efforts, and maintaining accurate technology records. This position also supports hardware lifecycle management, inventory processes, and technology projects while collaborating with other IT staff to ensure effective and efficient service delivery.

Primary Responsibilities

Technical Support and Customer Service

• Provide Tier I technical support for desktop and laptop computers, software applications, peripherals, classroom technologies, and other IT services.
• Troubleshoot and resolve routine and moderately complex technology issues for faculty, staff, and graduate students.
• Respond to incidents and service requests in a timely and professional manner.
• Escalate issues as appropriate and assist with Tier II support activities when needed.
• Deliver exceptional customer service through clear, professional, and transparent communication.
• Provide individual instruction and training to users on new or updated technologies.

Hardware Lifecycle and Inventory Management

• Assist with the tracking, monitoring, and reporting of technology assets throughout their lifecycle.
• Maintain accurate inventory records for computing equipment and related technology resources.
• Audit and document physical hardware located throughout College of Sciences facilities.
• Support planning efforts by generating reports related to equipment replacement schedules and lifecycle management.
• Assist with technology procurement, surplus processing, and end-of-life (EOL) equipment management.

Documentation and Knowledge Management

• Create, maintain, and update knowledge base articles, user guides, and standard operating procedures (SOPs).
• Document technical solutions, projects, and support processes to improve service delivery and knowledge sharing.
• Contribute to the development of instructional materials and training resources for users and IT staff.

Systems Support and Project Assistance

• Assist with the installation, configuration, testing, maintenance, and deployment of computers, workstations, peripherals, and related technology equipment.
• Support routine systems maintenance activities to ensure reliable operation of technology resources.
• Participate in technology projects and initiatives as assigned.
• Collaborate with other IT staff on troubleshooting efforts and team-based projects.

The ideal candidate is service-oriented, detail-oriented, and committed to continuous learning. This candidate should demonstrate initiative, communicate effectively with both technical and non-technical users, and take pride in delivering reliable technology support while contributing to a positive customer experience.

This position supports office computing environments, scientific and teaching laboratories, and technology-enabled classrooms across the College of Sciences, helping ensure faculty, staff, and students have the technology resources necessary to achieve their academic, research, and administrative goals.

Other Responsibilities

Other duties as assigned.

Qualifications

Minimum Experience/Education

High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Qualifications

• Experience providing technical support for Windows and MacOS operating systems and common productivity applications (Microsoft Office and Google Workspace)
• Experience troubleshooting and resolving computer hardware and software issues, including supporting and troubleshooting audiovisual, videoconferencing, classroom, and instructional technologies
• Ability to communicate effectively with a wide range of customers internally and externally and provide excellent customer service
• Ability to produce clear written documentation, technical instructions, and support materials
• Strong organizational, planning, and teamwork skills with the ability to manage multiple priorities and meet deadlines

Required License or Certification

N/A

Valid NC Driver's License required

Yes

Commercial Driver's License Required?

No

Recruitment Dates and Special Instructions

Job Open Date: 10/22/2026

Earliest Close Date---- (Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.) 10/28/2026

Notice to Applicants: Please note that the work history on your resume, must also be included in your application.

Special Instructions: Please include as attachments a resume/CV and contact information for at least 3 professional references. This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Position Details

Position Number: 00043219

Position Type: SHRA

Position Classification Band Title: Technology Support Technician

Position Classification Band Level: Journey

Position Classification Salary Range: $ 36,094 - $ 83,230

Salary Grade Equivalency: IT02

Alternate Option: If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week): 1.0

Appointment: 12 Month Recurring

Mandatory Designation - Adverse Weather: Non Mandatory - Adverse Weather

Mandatory Designation - Emergency Events: Non Mandatory - Emergency Event

Time Limited Position: No

Time-Limited Appointment Length (if applicable):

Department Id: 170109 - COS - IT

EEO

NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity.

If you have general questions about the application process, you may contact Human Resources at [phone] or [e-mail].

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.