IT Support Specialist; Advanced Technical Support

IT Support Specialist (Advanced Technical Support)

Location:

RTP, NC

Contract Type:
Contract Position

Start Date:

TBD

Pay Range:
Competitive

The IT Support Specialist provides advanced technical assistance to faculty, staff, and students at a prestigious University in the Triangle area. This role delivers a high level of customer service while managing and resolving technical issues efficiently. The specialist takes ownership of support requests, collaborates with senior IT staff and vendors, and ensures University-owned technology resources are maintained to the highest standards.

• Provide advanced technical support to DUSON faculty, staff, and students with a strong focus on customer service
• Log, track, prioritize, and resolve support requests using Service Now, meeting established response time and service quality standards
• Coordinate with internal departments, vendors, and infrastructure teams to resolve issues accurately and efficiently
• Take ownership of reported issues, ensuring proper documentation and timely resolution
• Escalate unresolved issues to appropriate internal or external teams and monitor progress through resolution
• Communicate regularly with requesters regarding issue status and updates
• Install, configure, and maintain University-owned hardware and software, including desktops, laptops, printers, and applications
• Perform or coordinate hardware repairs and replacements as needed
• Develop and document troubleshooting steps and solutions for common technical issues to support proactive equipment care
• Plan and allocate technology resources to effectively meet the needs

• Experience providing advanced technical support in an academic, healthcare, or enterprise IT environment preferred
• Strong customer service and communication skills
• Experience working with ticketing systems, preferably Service Now
• Knowledge of desktop, laptop, printer, and application support
• Ability to troubleshoot hardware and software issues independently and collaboratively
• Strong documentation and organizational skills
• Ability to work effectively with cross-functional teams and external vendors

• Contract Position, Full Time Hours
• Schedule details and benefits will be shared during the interview process