IT Technician

The primary purpose of this position is to provide Tier I technical support by managing service requests through the ticketing system, serving as the initial point of contact for users, and troubleshooting and resolving technical issues within established service level agreements. Responsibilities include assessing, categorizing, prioritizing, documenting, and resolving support requests using established procedures and knowledge-based resources, communicating updates to customers, and escalating or routing issues to the appropriate teams when necessary. The position also supports computer hardware, software, and application issues while providing excellent customer service and provisioning, configuring, and deploying computers and related equipment to ensure devices are secure, functional, and ready for end-user use. Is Time Limited No If Yes, Appointment Length 11 weeks 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:

• Health Insurance for Temporary Employees
• Enhance your career with LEAD courses
• Attend non-revenue generating sporting events for free.

Attain Work-life balance with our Childcare discounts, Wellness & Recreation Membership, and Wellness Programs that aim to build a thriving wolfpack community.

Disclaimer: Perks and Benefit eligibility is based on Part-Time or Full-Time Employment status. Eligibility and Employer Sponsored Plans can be found within each of the links offered. Department Information, Requirements and Preferences

Work Schedule Onsite; Monday - Friday, 40 hours a week Other Work/Responsibilities · Handle Tier I technical issues through our ticketing system: including receipt, categorizing, handling, and disposition of all requests for service from users. · Troubleshoot issues and resolve within established SLA’s · Act as the initial point of contact for service requests received at this support level. · Communicate with the customer as required: keeping them informed of incident progress, notifying them of impending changes · Complete preliminary assessment and resolve if within the technician’s realm of knowledge using troubleshooting checklists and established knowledge-based processes. · Document technical issues and take ownership of escalating issues to the appropriate resource · Review and prioritize outstanding support requests · Route tickets to appropriate teams for resolution based on incident category and severity. · Support computer and application issues associated with computers, software and hardware. · Deliver outstanding customer service through the management and execution of service requests · Provision, configure, and deploy computers and related equipment to end users, ensuring devices are secure, functional, and ready for immediate use., (Open Ended Question)

1. • Do you have prior experience working on a technology support help desk? (Open Ended Question)
2. • Please briefly describe your technical troubleshooting and/or desktop support experience. (Open Ended Question)

Applicant Documents

1-3 years experience providing service desk / helpdesk support to end-users for PC/MAC Department Required Skills · 1-3 years’ experience providing service desk / helpdesk support to end-users for PC/MAC · Interpersonal skills: communication skills, active listening, professional demeanor · Technical diagnosis skills · Good knowledge of Internet security and data privacy principles · The capacity to learn existing and emerging technologies · The ability to provide technical support and problem resolution for unfamiliar software and hardware · Self-motivated with the ability to work in a fast-moving environment · Willingness to generate and maintain clear technical documentation and records

Is driving required? Yes Preferred Years Experience, Skills, Training, Education Experience with Google Apps Experience with Microsoft Office Apps Experience with AI Productivity Tools, such as ChatGPT, Gemini, etc Experience with ticketing systems, such as ServiceNow. Experience with Networking, Active Directory, Group Policy, JAMF, and Scripting & Automation. Required License or Certification A valid NC Driver’s License

Valid NC Driver’s License required? Yes Commercial Driver’s License Required? No