Technical Support Specialist Job at Wake Technical Community College
Wake Technical Community College Raleigh, NC 27603
This position is responsible for troubleshooting, repairing, and maintaining Wake Technical Community College end user devices and applications and supporting the business use of these technologies.
- Provides direct support and troubleshooting for IT-related devices and software applications used in College business process and academic environments; responds to business disruptions including classes resulting from information technology issues.
- Provides assistance to employees in utilizing information technology, end user devices, and applications to conduct College business processes.
- Performs quality assurance testing for devices, configurations, processes, and procedures based on provided quality assurance testing guidelines.
- Responsible for updating and maintaining database of client and end user device information in Active Directory, problem call tracking and inventory management systems.
- Serves an integral role in supporting IT-related initiatives representing the user and first-line help desk support.
Collaborates with Tier I Analysts to maintain articles in a common knowledgebase containing facts, rules, and mitigation strategies in resolving technical IT-related issues.
Collaborates with ITS personnel to resolve issues, fulfill requests, complete projects, develop processes and procedures, and develop and maintain documentation
Conducts research on latest advancements in IT technologies and service desk processes in supporting continuous improvement and maintaining essential job knowledge.
Provides end user support in an ITIL framework.
Completes annual applied benchmark project on an individual or group basis.
Knowledge, Skills, and Abilities
Fosters an open, collaborative relationship with faculty, students and staff to identify support needs on the delivery of IT-related services.
Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences.
Demonstrated understanding of ITIL Incident and Request Management principles in resolving IT related issues.
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.
Basic understanding of computer networking principles.
Strong verbal and written communication skills
Requirements
High school diploma and six months of 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
Must have a valid driver's license and good driving record.
Preferences
Associate's degree in an information technology discipline.
A+ Certification
Two years' experience supporting an enterprise's help desk operation.
ITIL Foundation certification.
Essential Personnel:
TBD
We Value a Diverse Workforce!
As an equal employment opportunity employer, Wake Tech values diversity, equity and inclusion in our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents, and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences and diversity of the Wake Tech community. Wake Tech needs people from all backgrounds and swaths of life to help provide instruction, services, resources, and support to our students and the community. We strive to be self-reflective of the kind of student body we represent and culture that we are building, and we care deeply about supporting each employee’s professional growth.
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