Service Desk Technician I

be expected to foster a supportive and welcoming environment.

NC State promotes an integrated approach to problem solving that transforms lives and provides leadership for social, economic, and technological development across North Carolina and around the world. NC State’s land grant mission of teaching, research and service is dedicated to the service of North Carolina and its people. Applicants are encouraged to review the institution’s mission, vision and strategic plan, and consider how their background, interest and experience would enable them to support the university.

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:

• Medical, Dental, and Vision
• Flexible Spending Account
• Retirement Programs
• Disability Plans
• Life Insurance
• Accident Plan
• Paid Time Off and Other Leave Programs
• 12 Holidays Each Year
• Tuition and Academic Assistance
• And so much more!

Attain Work-life balance with our Childcare benefits, 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.

Essential Job Duties:

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.

Other Responsibilities:

Other duties as assigned.

Minimum Experience/Education:

High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience.

All degrees must be received from appropriately accredited institutions.

Preferred Qualifications:

• Experience providing technical support for Windows and MacOS operating systems and common productivity applications (Microsoft Office and Google Workspace)
• Experience troubleshooting and resolving computer hardware and software issues, including supporting and troubleshooting audiovisual, videoconferencing, classroom, and instructional technologies
• Ability to communicate effectively with a wide range of customers internally and externally and provide excellent customer service
• Ability to produce clear written documentation, technical instructions, and support materials
• Strong organizational, planning, and teamwork skills with the ability to manage multiple priorities and meet deadlines

Required License or Certification:

N/A

Valid NC Driver's License required:

Yes

Commercial Driver's License Required?:

No

Job Open Date:

10/22/2026

Earliest Close Date

10/28/2026

Positions will be posted until 5:00 PM ET on this date. Positions remaining posted after this date are still accepting applications but may close at any time.

Notice to Applicants:

Please note that the work history on your resume, must also be included in your application.

Special Instructions:

Please include as attachments a resume/CV and contact information for at least 3 professional references.

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Position Number:

00043219

Position Type:

SHRA

Position Classification Band Title:

Technology Support Technician

Position Classification Band Level:

Journey

Position Classification Salary Range:

$36,094 - $83,230

Salary Grade Equivalency:

IT02

Alternate Option:

If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

Full Time Equivalent (FTE) (1.0 = 40 hours/week):

1.0

Appointment:

12 Month Recurring

Mandatory Designation - Adverse Weather:

Non Mandatory - Adverse Weather

Mandatory Designation - Emergency Events:

Non Mandatory - Emergency Event

Time Limited Position:

No

Department Id:

170109 - COS - IT