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Technical Support Technician
Technical Support Technician-March 2024
Durham
Mar 28, 2026
About Technical Support Technician

  Posting Details

  Position Information

  Position/Classification Title Technology Support Technician

  Working Title Technical Support Technician

  Competency Level Journey

  Position Number 319974

  Salary Grade Equivalent 63/IT01

  FLSA Non-Exempt

  Appointment Type Time Limited - Full Time

  FTE 1 = 40 hours/week, 12 months

  If time limited, duration date 09/30/2023

  Department Hiring Range $53,079 - $55,000

  EEO-1 Category Professionals

  SOC Code 15-1199 - Computer Occupations, All Other

  Position Overview

  Primary Function of Organizational Unit

  The Department of Nursing emerges from the challenge to meet the manpower needs for quality health care locally, nationally and globally. The role and scope of the Department of Nursing are reflected in the characteristics of selected learning environments and their ability to enhance individual productivity in a changing society. The Department of Nursing provides essential service to improve the quality of life for all people through quality educational programs, research, scholarly endeavors, and community service.

  Primary Purpose of Position

  The primary purpose of this position to provide on-site technical support to nursing faculty, staff, and students; the job function will include supporting smart classroom technology and simulation based technology.

  Required Knowledge, Skills, and Abilities

  The successful candidate must possess a working knowledge of supporting a variety of computer hardware, software and networking technology; knowledge of a Help Desk operation supporting over a 100 customers; knowledge of a ticketing system and LMS software; experience; knowledge in troubleshooting hardware/software for desktop computers, laptops, iPads, android devices, scanners, printers, projectors, and copiers; experience working with various operating systems – Windows, OS X, Android, and Linux; knowledge of troubleshooting issues involving Microsoft Office Professional Suite, Blackboard, and Canvas; ability to organize and prioritize work; excellent analytical and organizational skills along with written and oral communication skills; excellent customer service skills; ability to work under stress; ability to work as a team player and work independently; ability to exercise excellent problem management skills; ability to analyze difficulty/complicated situations with careful attention to detail; ability to provide strong proactive and creative problem-solving skills; ability to effectively handle and manage multiple tasks within specific time frames; ability to easily and positively adjust to changing priorities and department processes; ability to manage persons onsite and remotely; ability to follow oral and written instructions accurately; ability to manage time and work flow to meet schedules; ability to express ideas and technical subject matter clearly and concisely.

  Minimum Education/Experience

  High school diploma or equivalency and one year of experience in the field of technology related to the area of assignment; or an equivalent combination of training and experience.

  All degrees must be received from appropriately accredited institutions.

  Licenses or Certification required by Statute or Regulation

  N/A

  Equal Opportunity Employer

  North Carolina Central University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

  Work Hours Monday - Friday

  Position required to work during periods of adverse weather or other emergencies No

  Campus Security Authority Designated Position Yes

  Key Responsibilities and Related Competencies

  Required Competency Planning and Organizing

  Duties

  Provide basic to intermediate level telephone support to department faculty, staff, and students as well as hands-on support for issues that require face-to-face interaction. Track and monitor reported issues using ticketing system. Provide documentation on reported issue and troubleshooting steps taken to resolve the issue.

  Develop strategic planning processes that align with the goals of the Department of Nursing. Implement and monitor various IT solutions that are data driven and allow strategic decision making.

  Required Competency Project Management

  Duties

  Plan, coordinate and participate in the implementation of new software and hardware technology for the department. Serve as a liaison in communicating technical plans to the ITS Department.

  Review current IT infrastructure and develop a strategy to align our existing technology within the hospital lab, classroom, simulation lab, and clinical practice.

  Identify and prioritize the IT projects that deliver ROI

  Required Competency Technical Knowledge

  Duties

  Assist with the set-up and operation of technical equipment when needed by faculty, staff, and students.

  Collaborate with service vendors in maintenance and repair of simulation equipment.

  Communicate with IT vendors with issues involving their equipment and provide troubleshooting steps taken to resolve the issue.

  Required Competency Technical Solution Development

  Duties

  Research new technologies and provide new ideas and concepts for improving processes using technology in the department

  Ability to develop a Standard Operating Procedure for classroom and lab technology. The SOP should allow a novice to quickly learn the process of operating classroom and lab technology.

  Required Competency Technical Support

  Duties

  Work with faculty/staff to identify computer problems and advise on solutions. Utilize prior reports within the ticket management system to spot common trends and underlying technical issues. IT support should be able to resolve issues at level 1 and 2. Communicate with ITS on issues requiring level 3 support.

  Maintain an inventory of the department technical assets. Be able to identify the location and condition of all technical assets.

  Preform the required steps to surplus old technology and maintain records to identify end of life for technology.

  Required Competency Consultancy Skills

  Duties

  Advise supervisor as to the status of current technical activities. Make recommendations for solutions to technical problems identified.

  Be able to react and adapt to a changing environment and modify our technology to meet student and faculty needs.

  Posting Detail Information

  Posting Number SPA01282P

  Open Date 10/17/2023

  Close Date 01/28/2024

  Special Instructions to Applicants

  Applicant Documents

  Required Documents

  Resume/CVOptional Documents

  Cover Letter

  Unofficial Transcripts (official required from selected candidate)

  DD-214 (for Veterans Only)

  List of References

  Supplemental Questions

  Required fields are indicated with an asterisk (*).

  *How did you learn about this job opening?

  Direct E-mail

  Referral

  NCCU Careers Website

  Other Website (please specify):

  1801 Fayetteville St., Durham, NC, 27707 // 919-530-6334 //© 2015 NORTH CAROLINA CENTRAL UNIVERSITY

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