Job ID: NC-661468 (93090912)
Desktop support technician with troubleshooting, Active Directory, call tracking and mitigation experience.
Location: Raleigh, NC (WTCC)
Duration: 12 months
Interview: Either Webcam Interview or In Person
Positions: 2 (1/2)
Skills:
Provides direct support and troubleshooting for IT-related devices and software applications used in College business process and academic environment Required 1 Years
Responds to business disruptions including classes resulting from information technology issues Required 1 Years
Provides assistance to employees in utilizing information technology, end user devices, and applications to conduct College business processes Required 1 Years
Responsible for maintaining database of client and end user device information in Active Directory, problem call tracking and inventory system Required 1 Years
Maintains articles in a common knowledgebase containing facts, rules, and mitigation strategies in resolving technical IT-related issues Required 1 Years
Ability to clearly relate to other members of the college technical specifications and general components of software, operations and security Required 1 Years
Good analytical, customer service and team-oriented interpersonal skills Required 1 Years
***This position will work on-site at one of their campuses in Wake County. They are flexible with which campus the candidate works from.
Essential Functions
-Provides direct support for IT-related devices and software applications used in College business process and academic environments..
-Provides rapid response for business disruptions including classes resulting from information technology issues.
-Provides assistance for employees in utilizing information technology tools to conduct College business processes.
-Provides assistance with installation and deployment of end users devices and supported software applications including, but not limited to, operating systems, general office products, browsers, e-mail, productivity applications, web-based applications, specialized software supporting education, learning management systems, etc.
-Participates in quality assurance testing of devices, applications, and processes related to end users’ business needs.
-Responsible for upelp
dating and maintaining database of client and end user device information in including Active Directory, problem call tracking and inventory management systems.
-Responsible for creating and maintaining a common knowledgebase containing facts, rules and mitigation strategies in resolving technical IT-related issues.
-Create and maintain accurate technical and user documentation related to processes, devices, and software applications.
General Job duties
-Collaborate with ITS personnel to resolve IT-related issues, develop and maintain processes, and related documentation.
-Serves an integral role in supporting IT-related initiatives representing the user and first-line help desk support.
-Provide guidance to student workers, contractors, and vendor representatives as needed.
-Conduct research on latest advancements in IT technologies and service desk processes in supporting continuous improvement..
Minimum Requirements
-Two years experience in support of Microsoft Windows based end user devices and software applications including installing, troubleshooting, and configuring.
-Ability to push, pull, lift, and carry up to 50 pounds. .
-Must have a valid driver’s license and good driving record.
Preferences
Bachelor’s or Associate’s degree in an information technology discipline.
Two years’ experience supporting an enterprise’s help desk operation.
Knowledge, Skills, and Abilities
-Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences.
-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.
-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.
-Fosters an open, collaborative relationship with faculty, students and staff to identify support needs on the delivery of IT-related services.
RTR-661468 (1)
AE-661468 (1)