Job ID: NC-699626 (94091208)
Onsite Desktop Support Technician (Third Shift) with networking, MECM, Intune, Faronics Deep Freeze, ITIL, and documentation experience
Location: Raleigh, NC (WTCC)
Duration: 1+ months
Wake Tech Community College requires two Service Support Analysts to work third shift (11PM – 7AM).
SKILLS:
Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences Required 2 Years
Demonstrated experience in the development of technical and user documentation Required 2 Years
Strong understanding of computer networking protocols and principles Required 2 Years
Ability to troubleshoot technical problems related to end user device hardware, software applications, network infrastructure, operations and other IT Required 2 Years
Ability to push, pull, lift, and carry up to 50 pounds Required
Experience utilizing MECM Required 1 Years
Experience utilizing Intune Required 1 Years
Experience utilizing Faronics Deep Freeze Required 1 Years
ITIL Foundation certification Required 1 Years
Job Summary
This position is responsible for troubleshooting, maintaining, and provisioning of Wake Technical Community College end user devices and applications, collaborating with Level III contractor and Wake Tech CC ITS personnel in developing new processes and procedures.
Responsibilities and Duties (*Essential Functions)
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.
*Has experience installing and deploying end users’ devices and supported software applications.
*Tests/Reviews Operating Systems before they are deployed to the campus devices
*Performs quality assurance testing for processes, procedures or equipment and adjusts quality assurance processes to improve effectiveness
*Provides critical input in developing and maintaining QA procedures
*Responds to emergency situations as needed to identify, assess, and mitigate critical operational issues
*Responsible for creating and maintaining accurate technical and user documentation and articles in a common knowledgebase containing facts, rules, and mitigation strategies in resolving technical IT-related issues
*Analyzes security threats posed by various software packages
*Provides analysis of process effectiveness and contributes ideas to process development
*Collaborates with ITS personnel to resolve issues, fulfill requests, complete projects, and develop and maintain documentation
*Conducts research to stay up to date on knowledge of software installation and management, provide feedback to ITS management.
Qualifications
Knowledge, Skills, and Abilities
-Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences
-Ability to work independently
-Knowledge and understanding of current technologies needed by large educational institutions
-Demonstrated experience in the development of technical and user documentation
-Ability to understand and clearly relate to other members of the college technical specifications and general components of software, operations and security
-Ability to read, analyze, and interpret technical documentation
-Strong understanding of computer networking protocols and principles
-Ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations and other IT disciplines
-Good analytical, customer service, and team-oriented interpersonal skills
-Strong verbal and written communication skills
-Strong critical thinking and problem determination skills
-Strong understanding of project management methodologies (PMI)
Minimum Requirements
-Associate degree in an IT related discipline
-One year experience in support of end user devices and software applications including installing, troubleshooting, and configuring.
-Ability to push, pull, lift, and carry up to 50 pounds
-Valid Driver’s license and approval required by the College’s liability insurance carrier
Preferences
Bachelor’s degree in an IT related discipline
Experience utilizing MECM
Experience utilizing Intune
Experience utilizing Faronics Deep Freeze
ITIL Foundation certification