Fast Facts

The NC State University Libraries is seeking an IT Client Support Professional to provide technical support for Apple and Windows systems across multiple library locations, enhancing client services through effective communication and problem-solving.

Responsibilities: Provide on-site and remote technical support for hardware and software issues, collaborate with technical teams, manage equipment lifecycle, and develop IT support documentation.

Skills: Experience in troubleshooting hardware and software issues, strong customer service skills, and proficiency with centralized computer management systems such as Active Directory and JAMF.

Qualifications: Bachelor's degree plus relevant experience in IT, or an equivalent combination of education and experience; strong communication skills and proven problem-solving abilities are essential.

Location: Raleigh, North Carolina, USA

Compensation: $74618 - $74618 / Annually

The NC State University Libraries invites applications and nominations for the position of IT Client Support Professional . The IT Client Support Professional is a member of the IT department’s Technology Services unit. The position supports software and hardware for the Apple and Windows computing environments across the Libraries. The position reports to the IT Services Manager.

The position is key in responding to incidents and service requests from Libraries’ clients, supporting a wide breadth of software applications, computing, and other hardware equipment for staff and patron spaces across six Libraries locations. They are responsible for providing computer hardware support, including troubleshooting, repair, consultations, and refresh processes. The position serves as an intermediary between technical experts and clients, facilitating effective communication and collaboration. They escalate critical issues to appropriate technical teams by providing comprehensive context and background information. They serve as a subject matter expert on support processes and procedures, continuously assessing and refining support workflows to optimize efficiency and effectiveness.

Responsibilities

• Provide on-site and remote technical support for routine and non-routine hardware, operating system, and application issues and requests. Collaborate with technical colleagues and administrators to implement technical solutions.
• Consult with stakeholders to identify and develop hardware standards that will meet goals. Consult with clients and technical colleagues to identify and implement innovative and effective software and hardware computing solutions.
• Conduct lifecycle management of equipment from procurement through retirement, including; conducting equipment intake and setup; providing ongoing maintenance and hardware repair; ensuring inventory record accuracy, and processing surplus computer equipment. Conduct yearly hardware refresh planning and implementation for the Libraries. Develop processes and standard operating procedures related to lifecycle processes.
• Leverage managed desktop computing systems such as AD, SCCM, JAMF, or Apple School to support the Apple and Windows environments, including installation, maintenance, and troubleshooting of operating systems, applications, accounts, network services, and file systems.
• Create, update, and maintain IT support documentation, including user manuals, technical guides, FAQs, and troubleshooting procedures tailored to various audiences.
• Provide technical support with an emphasis on attention to detail, professionalism, teamwork, and excellent customer service.
• One of the following:
• Bachelor’s degree AND three years of experience in the information technology field related to the area of assignment
• Bachelor’s degree in Computer Science, Information Technology, or a related discipline AND two years of related experience;
• An equivalent combination of training and experience
• Experience independently troubleshooting and repairing routine and non-routine hardware issues (Apple, PC, digital displays, etc.)
• Experience consulting directly with both clients and IT professionals to assess hardware needs, identify solutions, and resolve technical problems
• Strong customer service experience, including the ability to communicate clearly, knowledgeably, and regularly to a large user community reflecting a variety of backgrounds and disciplines
• Ability to foster an environment of belonging and well-being
• Ability to work independently and collaboratively as part of a team
• Experience using centralized computer management systems for Windows and Apple computing, such as Microsoft Active Directory, MECM, JAMF, or Apple School to troubleshoot and resolve operating system and application issues