Service Desk Technician I

The College of Sciences is seeking a customer-focused and technically proficient Service Desk Technician I to join its IT team. This position 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 successful candidate will play a key role in delivering reliable IT services, maintaining technology resources, and supporting the College’s mission through exceptional customer service and technical expertise., The Service Desk Technician I is responsible for resolving routine and well-documented technical issues, responding to service requests, contributing to knowledge management efforts, and maintaining accurate technology records. This position also supports hardware lifecycle management, inventory processes, and technology projects while collaborating with other IT staff to ensure effective and efficient service delivery. Primary Responsibilities Technical Support and Customer Service

• 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.

Hardware Lifecycle and Inventory Management

• Assist with the 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.

Documentation and Knowledge 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.

Systems Support and Project Assistance

• Assist with the 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.

The ideal candidate is service-oriented, detail-oriented, and committed to continuous learning. This candidate should demonstrate initiative, communicate effectively with both technical and non-technical users, and take pride in delivering reliable technology support while contributing to a positive customer experience.

This position supports office computing environments, scientific and teaching laboratories, and technology-enabled classrooms across the College of Sciences, helping ensure faculty, staff, and students have the technology resources necessary to achieve their academic, research, and administrative goals. Other Responsibilities Other duties as assigned.

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

Required License or Certification N/A Valid NC Driver’s License required Yes Commercial Driver’s License Required? No Recruitment Dates and Special Instructions, Please include as attachments a resume/CV and contact information for at least 3 professional references.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship. Position Details, 3. * Please select the response below that best describes your experience/education for the Technology Support Technician.

• High school diploma/GED and at least one year of experience in the field of technology.
• Associate’s, Bachelor’s, Master’s, or Doctorate in the field of technology.
• Associate’s, Bachelor’s, Master’s, or Doctorate in an unrelated field and at least one year of experience in the field of technology.
• Did not complete high school but have a combination of high school education and experience in the field of technology to equal 5 years (ex. 1 year of high school and 4 years experience).
• Combination of post high school education and/or experience in the field of technology to equal at least 1 year (ex. 1 yr of college in IT related major; or 1 yr of work experience in IT field).
• None of the above. 4. * Describe your experience working in an enterprise-level Service Desk or Help Desk. (Open Ended Question)

1. • What has been your experience in inventory/lifecycle management?

The College of Sciences brings together the mathematical, physical, and biological-sciences in a research-intensive environment that simultaneously values excellence in teaching and a 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. Applicants are encouraged to review the institution’s mission, vision and strategic plan, and consider how their background, interest and experience would enable them to support the university. Wolfpack Perks and Benefits As a Pack member, you belong here, and can enjoy exclusive perks designed to enhance your personal and professional well-being. As you consider this opportunity, we encourage you to review our Employee Value Proposition and learn more about what makes NC State the best place to learn and work for everyone. What we offer, NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. • How did you learn of this opportunity? + NCSU Website + NCSU Executive Search Services + Monster.com + CareerBuilder.com + InsideHigherEd.com + Other Online Job Board + Carolina Job Finder / Employment Guide + Job / Career Fair + The Chronicle of Higher Education + HERC + Professional Journal + Print Advertisement (Newspaper / Periodical) + Professional Organization + Direct Contact from NCSU HR Representative / Recruiter + NCSU Employee Referral + Social Media (LinkedIn, Twitter, Facebook, Other) + Other
2. If you learned about this vacancy from “other source” or “other website”, please provide the source. (Open Ended Question)