Technology Support Specialist

North Carolina Central University

Durham, NC

ID: 7065519
Posted: March 24, 2020
Application Deadline: Open Until Filled

Job Description

Primary Function of Organizational Unit
The purpose of the Client Services Department is to be the single point of contact for NCCU’s faculty, staff and students to assist with the troubleshooting and repairing of the student printing, open lab machines in the James E. Shepard Memorial Library, personal devices (computers, tablets, telephones), software, and more. Client Services serves as the frontline of support for technology issues within library open usage labs and laptops. The purpose of ResNET is to provide wireless and wired support and services to NCCU students and Residential Halls. With the steadily growing academic environment in regards to residential buildings and the new student union, the need for a residential networking special is greatly needed.

Primary Purpose of Position
This position will be responsible for bringing ResNET services back to the campus of NCCU. This position will provide on-site IT support, education & technology infrastructure support for the NCCU residential communities. The position responsibilities include providing technical diagnostic and troubleshooting services for the residential networking resources in the NCCU residential halls. This position will also serve as a mentor to student employees. This position will be required to thoroughly document all steps taken for problem identification and resolution. This position will also repair personal computers of NCCU faculty, staff and students. The position will be responsible for hardware/software configuration, network connectivity troubleshooting, machine setup/upgrades and improvements. This position is also responsible for new technology research and development. The selected candidate will learn new tools and develop skills as needs and technology change.

Required Knowledge, Skills, and Abilities
At least 4 years of local and wireless network installations and troubleshooting experience. Must have strong technical ability that includes networking background and supporting desktop computers, Windows and Mac OSx Operating systems. The position requires a logical and structured approach to troubleshooting and decision making. Must have at least 2 years of supervisory/team lead experience. Must be able to handle complaints and objections and to resolve conflict. Excellent interpersonal, verbal and written communication and organizational skills are essential. Must be have proficient technical skills , emphasis on superior customer service, be a team player and embody a “can-do” attitude..

Minimum Education/Experience
Associate’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree and one year of experience in the information technology field related to the area of assignment; or bachelor’s degree in Computer Science, Information Technology, or related discipline; or an equivalent combination of training and experience.
All degrees must be received from appropriately accredited institutions.


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