IT Support Specialist (Advanced Technical Support)
Grace Federal Solutions LLC•Durham, NC
•Onsite
About The Position
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.
Requirements
- 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 ServiceNow
- 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
Responsibilities
- 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 ServiceNow, 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
