Role Snapshot
The Service Desk Technician I serves as the primary Tier I technology support contact for faculty, staff, and graduate students in the College of Sciences at North Carolina State University. The role keeps office, laboratory, and classroom technology reliable while supporting the College's academic, research, and administrative mission.
Key Responsibilities: Resolves routine Tier I hardware and software issues, responds to service requests, escalates complex problems, and provides user training. The role also tracks and audits IT assets, maintains inventory and lifecycle records, updates knowledge base articles and SOPs, and assists with system deployments and technology projects.
Skills & Tools: Strong customer service and clear communication with both technical and non-technical users, plus practical troubleshooting of desktops, laptops, peripherals, and classroom technology. Detail orientation, documentation skills, initiative, and a commitment to continuous learning are also essential.
Qualifications: Typically requires an associate or bachelor's degree in IT or a related field, or equivalent hands-on experience in technical support. Candidates should have familiarity with desktop operating systems, support tools, and asset or inventory management practices.
Compensation: $32K–$42K/yr (estimated)
Job Description
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.