Job Description

Posting Number

Position Number

Position Type

Essential Job Duties

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

If Yes, Appointment Length

Job City & State

Department

Classification Title

Working Title

Work Schedule

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

Valid NC Driver's License required?

Commercial Driver's License Required?

Anticipated Hiring Range

Job Open Date

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