IT Service Desk Support Specialist

This position serves as the first point of contact for IT support, providing customer-focused technical assistance to faculty, staff, and students. The IT Service Desk Support Specialist delivers support through phone, walk-in, and ticket-based channels, resolving basic technology issues and ensuring timely service and device readiness.

Responsibilities and Duties (*Essential Functions)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

• Serves as the first point of contact for IT support via phone, email, ticketing system, and walk-in service desk

• Troubleshoots and resolves common hardware, software, and account-related issues

• Images and configures devices to replace damaged and malfunctioning devices for employees and update system device documentation

• Guides users through basic troubleshooting steps and usage of IT systems and devices

• Receives, documents, prioritizes, and resolves all service request interactions, issues, and resolutions in the ticketing system

• Collaborates with ITS personnel to resolve issues, fulfills requests, completes projects, develops processes and procedures, and develops and maintains documentation

Maintains device readiness for quick turnaround at service desk locations

Coordinates warranty repairs and vendor service requests for laptops and equipment

Assists employees in utilizing technology, end user devices, and applications to conduct College business processes

Contributes to the internal and external knowledgebase articles related to technology

Knowledge, Skills, and Abilities

Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs

Demonstrate a focus on customer service skills and possess the ability to understand and clearly communicate technical specifications and general components of software, operations, and security to a wide variety of audiences

Possess the ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines

Demonstrates a strong commitment to customer service, analytical problem-solving, and collaborative teamwork, with the ability to communicate clearly and effectively across diverse audiences.

Possess strong verbal and written communication skills including the ability to read, analyze, and interpret technical documentation

Demonstrate a basic understanding of computer networking principles

Ability to push, pull, lift, or carry up to 50 pounds of equipment

Valid Driver’s license and approval required by the College’s liability insurance carrier. Will require travel to various sites within their region

Minimum Requirements

High school diploma and six months of experience in support of end user devices and software applications including installing, troubleshooting, and configuring

Preferences

Associate degree in an information technology discipline

Two years experience supporting an enterprise’s help desk operation

A+ Certification

Experience utilizing Microsoft and Apple IT support tools

As an equal employment opportunity employer, Wake Tech values 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 of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee’s professional growth.