IT Support Professional I

Description

The NC State University Libraries invites applications and nominations for the position of IT Support Professional I. The Information Technology (IT) department includes staff across three units: Technology Services, Enterprise Operations, and Academic Technology. The department is critical to the Libraries’ success in charting a new path for research libraries, with an emphasis on developing and supporting information and academic technology solutions for the Libraries. Department staff ensure the sustainable operation of technology-enabled services and spaces and provide leadership in defining technology requirements for library-wide initiatives and projects.

The IT Support Professional I is a member of the Technology Services unit in the Information Technology department. Reporting to the Technology Services Manager, this position supports the Apple and Windows computing environments with a focus on patron computing at the Libraries. The position works with the Technology Services team to support computing in all patron spaces, including the Learning Commons, Graduate Student Commons, and a variety of specialized spaces and services such as the Data Experience Lab, Dataspace, Digital Media Lab, Virtual Reality spaces, the NC State Gaming and Esports Lab, Makerspace, and Technology Lending Service.

This position supervises approximately 10 IT student technicians and plays a key role in creating a positive work environment. Duties include providing training, guidance, task management, and instruction to IT student staff.

This position is based in North Carolina. The Libraries supports flexible work arrangements based on departmental and operational needs. This position will require frequent onsite work.

Responsibilities:

• Provide on-site and remote technical support across computing platforms, troubleshooting and resolving routine and non-routine issues at the hardware, operating system (OS), and application levels.

• Consult with librarians and technical colleagues in the Libraries and across campus to identify and implement effective technology solutions in library spaces. Develop processes, documentation, and standard operating procedures for supporting the Libraries patron computing environment.

• Leverage systems such as AD, SCCM, and JAMF to support the Apple and Windows environments, including installation, administration, maintenance, and troubleshooting of operating systems, applications, accounts, network services, and file systems. 

• Supervise student technicians who support patron computing spaces. Create and implement standard student technician operating procedures and expectations. Conduct recruitment, hiring, training, onboarding, reviewing, and continual development efforts for student technical staff. Regularly assess student staff performance and provide feedback. 

• In collaboration with the Technology Services team, develop and implement student technician goals and priorities. Serve as the primary point of contact to coordinate student technician support of established goals and priorities.