IT Service Desk Support Specialist

IT Service Desk Support Specialist

Salary

$48,360.00 Annually

Location

Various/Multiple

Job Type

Full-time, Annual

Job Number

07391

• DIVISION*

Information Technology Services

• DEPARTMENT*

Academic Technologies & Support Services

Opening Date

09/18/2026

FLSA

Non-Exempt

• Description
• Benefits
• Questions

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Position Description

This position serves as the first point of contact for IT support, providing customer-focused technical assistance to faculty, staff, and students. The IT Service Desk Support Specialist delivers support through phone, walk-in, and ticket-based channels, resolving basic technology issues and ensuring timely service and device readiness.

Responsibilities and Duties (*Essential Functions)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

• Serves as the first point of contact for IT support via phone, email, ticketing system, and walk-in service desk
• Troubleshoots and resolves common hardware, software, and account-related issues
• Images and configures devices to replace damaged and malfunctioning devices for employees and update system device documentation
• Guides users through basic troubleshooting steps and usage of IT systems and devices
• Receives, documents, prioritizes, and resolves all service request interactions, issues, and resolutions in the ticketing system
• Collaborates with ITS personnel to resolve issues, fulfills requests, completes projects, develops processes and procedures, and develops and maintains documentation

Maintains device readiness for quick turnaround at service desk locations

Coordinates warranty repairs and vendor service requests for laptops and equipment

Assists employees in utilizing technology, end user devices, and applications to conduct College business processes

Contributes to the internal and external knowledgebase articles related to technology

Qualifications

Knowledge, Skills, and Abilities

Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs

Demonstrate a focus on customer service skills and possess the ability to understand and clearly communicate technical specifications and general components of software, operations, and security to a wide variety of audiences

Possess the ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations, and other IT disciplines

Demonstrates a strong commitment to customer service, analytical problem-solving, and collaborative teamwork, with the ability to communicate clearly and effectively across diverse audiences.

Possess strong verbal and written communication skills including the ability to read, analyze, and interpret technical documentation

Demonstrate a basic understanding of computer networking principles

Ability to push, pull, lift, or carry up to 50 pounds of equipment

Valid Drivers license and approval required by the College's liability insurance carrier. Will require travel to various sites within their region

Minimum Requirements

High school diploma and six months of experience in support of end user devices and software applications including installing, troubleshooting, and configuring

Preferences

Associate degree in an information technology discipline

Two years experience supporting an enterprises help desk operation

A+ Certification

Experience utilizing Microsoft and Apple IT support tools

As an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employees professional growth.

Benefits at a Glance

Wake Technical Community College provides a comprehensive, affordable insurance and benefits program. We are continuously investigating new benefit offerings that are responsive to the needs of our annual employees. Click here for more information.

• State Health Plan
• Health Care and Dependent Care Flexible Spending Accounts
• Health Care Exchange Notice
• Dental Insurance
• Vision Insurance
• Additional Supplemental Insurances
• Disability Plan
• NC Retirement Plan
• Leave (Vacation, Sick, FMLA, Civil and Military, Community Service, Education, and Voluntary Shared)
• Paid Holidays
• Prior State Service Verification
• Supplemental Retirement Plan
• Employee Assistance Program
• Education Benefits
• College Savings Program
• State Employees Credit Union
• State Employees Association of NC (SEANC)
• Employee Discount Program
• Identity Theft Insurance

For further information, please contact 919-866-7890.

Please note: Most temporary (part-time or full-time) employees do not earn benefits.

01

Please describe your experience answering and resolving calls on an IT service desk call center.

02

Please describe your experience addressing hardware and software issues for an enterprise IT function.

03

Are you willing and able to travel throughout the county as needed?

04

Are you willing and able to push, pull, lift, and carry up to 50 pounds of equipment?

05

The Service Desks standard hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. Work schedules are typically assigned as an 8-hour shift based on operational needs and may vary accordingly. The Service Desk operates extended hours until 8:00 p.m. for two weeks at the beginning of the Fall and Spring semesters. As an non-exempt employee, are you able and willing to work an 8 hour shift, including during extended operational periods and outside of a typical work schedule when business needs require?

Required Question

Employer Wake Technical Community College

Address 9101 Fayetteville Rd.

Raleigh, North Carolina, 27603

Phone 9198665934

Website https://www.waketech.edu/