Service Desk Technician I

Posting Number: PG195281SP | Department: COS - IT | Location: Raleigh, NC | Position Type: SHRA (Full-time, 12-month recurring) | Classification: Technology Support Technician, Journey (Band IT02)

About the department

The College of Sciences brings together the mathematical, physical, and biological sciences in a research-intensive environment that simultaneously values excellence in teaching and strong community engagement. Sciences IT is a growing unit that provides innovative IT solutions, responsive and forward-looking support, and creative applications of technology to support the research, teaching, administrative, and outreach functions of the College of Sciences. While working in this unit, you will be expected to foster a supportive and welcoming environment. NC State promotes an integrated approach to problem solving that transforms lives and provides leadership for social, economic, and technological development across North Carolina and around the world. NC State’s land-grant mission of teaching, research, and service is dedicated to the service of North Carolina and its people.

Responsibilities

The Service Desk Technician I serves as a primary point of contact for technology support within the College, providing Tier I technical assistance to faculty, staff, and graduate students. The role involves resolving routine and well-documented technical issues, responding to service requests, contributing to knowledge management, maintaining accurate technology records, supporting hardware lifecycle management, inventory processes, and technology projects while collaborating with other IT staff to ensure effective service delivery.

• Provide Tier I technical support for desktop and laptop computers, software applications, peripherals, classroom technologies, and other IT services.
• Troubleshoot and resolve routine and moderately complex technology issues for faculty, staff, and graduate students.
• Respond to incidents and service requests in a timely and professional manner.
• Escalate issues as appropriate and assist with Tier II support activities when needed.
• Deliver exceptional customer service through clear, professional, and transparent communication.
• Provide individual instruction and training to users on new or updated technologies.
• Assist with tracking, monitoring, and reporting of technology assets throughout their lifecycle.
• Maintain accurate inventory records for computing equipment and related technology resources.
• Audit and document physical hardware located throughout College of Sciences facilities.
• Support planning efforts by generating reports related to equipment replacement schedules and lifecycle management.
• Assist with technology procurement, surplus processing, and end-of-life (EOL) equipment management.
• Create, maintain, and update knowledge base articles, user guides, and standard operating procedures (SOPs).
• Document technical solutions, projects, and support processes to improve service delivery and knowledge sharing.
• Contribute to the development of instructional materials and training resources for users and IT staff.
• Assist with installation, configuration, testing, maintenance, and deployment of computers, workstations, peripherals, and related technology equipment.
• Support routine systems maintenance activities to ensure reliable operation of technology resources.
• Participate in technology projects and initiatives as assigned.
• Collaborate with other IT staff on troubleshooting efforts and team-based projects.
• Other duties as assigned.

Qualifications

Minimum Experience/Education: High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Qualifications

• Experience providing technical support for Windows and macOS operating systems and common productivity applications (Microsoft Office and Google Workspace).
• Experience troubleshooting and resolving computer hardware and software issues, including supporting and troubleshooting audiovisual, videoconferencing, classroom, and instructional technologies.
• Ability to communicate effectively with a wide range of customers internally and externally and provide excellent customer service.
• Ability to produce clear written documentation, technical instructions, and support materials.
• Strong organizational, planning, and teamwork skills with the ability to manage multiple priorities and meet deadlines.

Licenses & Certifications

• Valid NC Driver's License required.
• Commercial Driver's License not required.

Benefits

• Medical, Dental, and Vision insurance
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• Childcare benefits
• Wellness & Recreation Membership
• Wellness Programs

Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status.