IT Support Specialist (Advanced Technical Support)Location: RTP, NCContract Type: Contract PositionStart Date: TBDPay Range: CompetitiveRole OverviewThe 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.Key ResponsibilitiesProvide advanced technical support to DUSON faculty, staff, and students with a strong focus on customer serviceLog, track, prioritize, and resolve support requests using ServiceNow, meeting established response time and service quality standardsCoordinate with internal departments, vendors, and infrastructure teams to resolve issues accurately and efficientlyTake ownership of reported issues, ensuring proper documentation and timely resolutionEscalate unresolved issues to appropriate internal or external teams and monitor progress through resolutionCommunicate regularly with requesters regarding issue status and updatesInstall, configure, and maintain University-owned hardware and software, including desktops, laptops, printers, and applicationsPerform or coordinate hardware repairs and replacements as neededDevelop and document troubleshooting steps and solutions for common technical issues to support proactive equipment carePlan and allocate technology resources to effectively meet the needsRequirementsExperience providing advanced technical support in an academic, healthcare, or enterprise IT environment preferredStrong customer service and communication skillsExperience working with ticketing systems, preferably ServiceNowKnowledge of desktop, laptop, printer, and application supportAbility to troubleshoot hardware and software issues independently and collaborativelyStrong documentation and organizational skillsAbility to work effectively with cross-functional teams and external vendorsSchedule & BenefitsContract Position, Full Time HoursSchedule details and benefits will be shared during the interview process#J-18808-Ljbffr