IT Client Support Professional

Description

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.