Location: Raleigh,NC, USA
The IT Support Specialist at the Wilson College of Textiles plays a key role in delivering high-quality technical support and ensuring the smooth operation of IT systems for students, faculty, and staff. As part of the IT support team, you will take the lead in triaging and resolving technical issues, managing IT support requests, and training and mentoring other IT technicians. Your work will involve troubleshooting and resolving a wide range of IT problems, providing technical support for classroom and lab computers, setting up and maintaining specialized software, and ensuring that all technology functions efficiently across various platforms.
Key Responsibilities:
* Lead and manage the triage of IT support requests, assigning tickets and ensuring timely resolution in line with departmental standards.
* Provide training and mentorship to IT support technicians, enhancing team performance and knowledge.
* Oversee and report on team performance metrics to ensure effective service delivery and continuous improvement.
* Provide hands-on support for computers, tablets, printers, and other devices in classrooms, conference rooms, and labs.
* Troubleshoot and resolve computer-related issues of varying complexity, including hardware, software, and peripheral devices.
* Train end-users on hardware functionality and common software applications to enhance user experience and productivity.
* Install, configure, and troubleshoot specialty software and ensure proper connections between computers and peripheral equipment.
* Monitor and manage service requests through the Zendesk platform, ensuring timely response and resolution.
* Perform proactive checks to ensure all classroom and lab computers are in working order, ensuring technology readiness for academic use.
* Assist in the redeployment or upgrade of computers using standard procedures, ensuring devices are properly configured and maintained.
* Keep up to date with current IT security standards and apply them to protect systems and data.
* Maintain inventory records of IT hardware and software, ensuring accurate tracking and reporting.
* Provide solutions and documentation for recurring issues, creating a knowledge base for the support team and end-users.
Is Time Limited Yes If Yes, Appointment Length 6-8 months
Department Information
Job City & State Raleigh, NC Department Wilson College of Textiles
System Information
Classification Title Temporary-Technical/Paraprofessional Working Title Wilson IT Support Specialist
Position Information
Requirements and Preferences
Work Schedule Monday through Friday, 8 a.m. to 5 p.m. Other Work/Responsibilities Minimum Experience/Education
* Bachelor's degree (or equivalent experience) in Computer Science, Information Systems, or a related field
* 3-5 years of full-time or part-time experience in IT support, with a proven track record of troubleshooting and resolving complex technical issues.
Department Required Skills
* 3-5 years of full-time or part-time experience in IT support, with a proven track record of troubleshooting and resolving complex technical issues.
* Strong leadership abilities, with experience guiding and training support teams.
* Expert knowledge of computer hardware and software troubleshooting, with a focus on Windows 10/11 and familiarity with Mac OS X/iOS and Ubuntu 18.
* Experience with Microsoft Intune.
* Strong problem-solving skills, with the ability to troubleshoot methodically and independently.
* Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
* Working knowledge of networking concepts (LAN/WAN), OS command line functions, and diagnostic tools for system monitoring and issue resolution.
* Ability to prioritize and manage multiple tasks, meeting deadlines in a fast-paced environment.
* Ability to move and set up computer equipment, install cables, and adjust lightweight furniture as needed.
Preferred Years Experience, Skills, Training, Education
* Bachelor's degree (or equivalent experience) in Computer Science, Information Systems, or a related field.
* Experience working in Wilson College of Textiles's department of Textiles Creative and Technology Services.
* Experience managing service tickets in Zendesk.
* Experience communicating with customers and colleagues in Slack.
* Project management experience or training.
* Professional IT certifications (e.g., CompTIA A+, Microsoft Certified IT Specialist).
Required License or Certification
N/A
Valid NC Driver's License required? No Commercial Driver's License Required? No
Recruitment