UTS - Temporary IT Support Technician at UNC Chapel Hill

North Carolina State University; Raleigh (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

Join a large community at a leading university in North Carolina, providing essential end-user support and managing help requests. The role involves developing user support materials and facilitating webinars, ensuring a seamless experience for users and staff alike.

Qualifications

• Proficient in usability testing and identifying system features.
• Skilled in managing help requests and providing resolutions.

Responsibilities

• Provide end-user support and manage incoming help requests.
• Develop user support materials and assist with usability testing.
• Support statewide video webinars and manage participant interactions.

Skills

Usability Testing

Help Request Management

Tracking Requests

Job description

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a wide range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Department:

480502 - UHR UTS/UNC Partnership

Location:

Chapel Hill, NC

Essential Job Duties:

1. Primary Purpose of the Position:
2. Provide critical end-user support
3. Manage incoming help requests for Statewide IT, resolving issues when possible and escalating to the development team or regional staff as appropriate.
4. Track outstanding support requests to ensure timely and effective resolution.
5. Develop user support materials, including help documents, FAQs, training videos, and other relevant documentation for both end users and staff.
6. Serve as the primary contact for duplicate person reconciliation in records.
7. Assist with usability testing and identification of feature needs for the programming team.
8. Support statewide video webinars, including pre-event audiovisual checks and participant management during the webinar.

Required Qualifications:

• Proficient in assisting with usability testing and identifying necessary system features to enhance user experience.
• Skilled in managing incoming help requests, providing timely resolutions or appropriate escalations.
• Experienced in tracking outstanding requests to ensure prompt and efficient resolution.

Preferred Qualifications:

• Facilitating large video meetings and/or webinars

Required license or certification:

N/A

Position Number:

48SM80

AA/EEO Statement:

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 questions about the application process, contact Human Resources at [phone] or [e-mail]. For disability-related accommodations during the application and interview process, call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies require credit or motor vehicle checks. If your highest degree is from outside the U.S., degree verification at www.wes.org or an equivalent service is required. Degrees must be obtained prior to the start date to meet qualifications and receive credit.

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