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Department: 480502 - HR UTS/UNC Partnership
Location: Chapel Hill, NC
Essential Job Duties:
The Walk-In lead is responsible for identifying and troubleshooting hardware issues, identifying and correcting software issues, and daily supervision of 30+ student employees. This position provides support to faculty, staff, and students at an advanced level for all supported applications, systems, and services on campus. This position requires a great deal of interaction with clients, co-workers, and student employees and therefore requires excellent customer service and people skills.
Provide daily direction and communication to student employees so that client visits are handled in a timely, efficient, and knowledgeable manner Continual evaluation of daily processes and procedures. Responsible for suggesting methods to improve Walk-In operations, efficiency and service to faculty, staff, and students Provide on-the-spot coaching and feedback to student employees to assure a high quality of service Act as a technical lead to the other fulltime staff and student employees Collaborate with other IT professionals at the Service Desk and on-campus to make sure the Walk-In has the most up to date information and processes Communicate effectively with other leads, supervisors, and managers Assignment of other specific technical and non-technical projects to support the daily operations of the Service Desk
Advanced Mac OS and Windows troubleshooting skills Exceptional communication skills; ability to convey information to clients clearly and simply, with understanding and compassion Demonstrate patience and ability to build repore with clients Knowledge of supported apps and services Intermediate computer hardware diagnostic skills Ability to multi-task and handle multiple requests at one time Exceptional time management and organizational skills.
ITIL Certification HDI Certification At least 1 year of end-user technical support experience CRM experience Experience in a higher education environment ERP, Banner, PeopleSoft or similar systems support Learning Management System Support (Sakai, Moodle, Blackboard, etc) Project Management experience
Required license or certification:
Position Number: 48AJ24
AA/EEO In addition, NC State welcomes all persons without regard to sexual orientation or genetic information. Persons with disabilities requiring accommodations in the application and interview process please call (919) 515-3148. Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree verified at www.wes.org. Degree must be obtained prior to start date.
NC State University was founded with a purpose: to create economic, societal, and intellectual prosperity for the people of North Carolina and the country. We began as a land-grant institution teaching the agricultural and mechanical arts. Today, we’re a preeminent research enterprise that excels in science, technology, engineering, math, design, the humanities and social sciences, textiles, and veterinary medicine.NC State students, faculty, and staff take challenges in hand and work with industry, government, and nonprofit partners to solve them. Our 9,000 faculty and staff are world leaders in their fields, bridging the divides between academic disciplines and training high-caliber students to meet tomorrow’s challenges. Together, they forge powerful partnerships with government, industry, nonprofits, and academia to change our world for the better.NC State is leading efforts to curb nuclear proliferation, develop a smart electric grid, create self-powered health monitors, help farmers confront climate change, and build a new American manufacturing sector. Our award-winning Centennial Campus is home to more than 70 public and private partners — as well as the innovative Hunt Lib...rary, which Time magazine has dubbed “the library of the future.”More than 125 years after its creation, NC State continues to make its founding purpose a reality. Every day, our career-ready graduates and world-leading faculty make the fruits of learning and discovery available to people across the state, throughout the nation and around the world.