Technology Support Services Lead - Higher Ed IT
NC State Wilson College of Textiles
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Benefits offered by this job
Job summary
NC State Wilson College of Textiles seeks a Technology Support Services Analyst to deliver high-quality IT support for students, faculty, and staff on the Raleigh campus. You will triage issues, coordinate ticket work in Zendesk, and mentor a team of part-time technicians while ensuring reliable classroom and lab technology.
The role emphasizes excellent customer service, teamwork, and proactive problem solving in a collegiate IT environment, with opportunities for professional development and
Qualifications
- Associate’s degree in Computer Science, IT, or related field and 1 year of IT experience, or a bachelor’s degree in CS/IT or related field with 1 year IT experience.
- Experience in higher education IT environments is preferred.
- Experience with Zendesk or similar ITSM ticketing systems is a plus.
Responsibilities
- Lead triage of IT support requests and assign tickets, ensuring timely resolution per standards.
- Provide training and mentorship to IT support technicians to improve team performance.
- Monitor service requests in Zendesk and maintain a knowledge base for end users.
- Troubleshoot hardware, software, and peripheral issues across classroom and lab environments.
- Maintain inventory records and support asset management initiatives.
Skills
Education
Tools
Job description
NC State Wilson College of Textiles seeks a Technology Support Services Analyst to deliver high-quality IT support for students, faculty, and staff on the Raleigh campus. You will triage issues, coordinate ticket work in Zendesk, and mentor a team of part-time technicians while ensuring reliable classroom and lab technology.
The role emphasizes excellent customer service, teamwork, and proactive problem solving in a collegiate IT environment, with opportunities for professional development and
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