IT Client Support Professional

: Posting Information Posting Number PG194096EP Internal Recruitment No Working Title IT Client Support Professional Anticipated Hiring Range $74,618 minimum. Work Schedule University Business hours are Monday - Friday 8AM - 5PM. The Libraries supports flexible work arrangements based on departmental and operational needs. This position will require frequent onsite work. Exempt position. Job Location Raleigh, NC Department Libraries About the Department The NC State University Libraries supports and enables research and learning by providing collections, services, spaces, and technologies for the NC State community and its partners. The Libraries is committed to being a powerful competitive advantage for the university in every aspect of its mission, including attracting and retaining the best faculty and students and promoting their success. To that end, we foster a culture of creativity and innovation. The library system consists of the D. H. Hill Jr. Library, the James B. Hunt Jr. Library, and branch libraries for design, natural resources, and veterinary medicine. With a staff of almost 300 FTE, the Libraries has more than 5.3 million volumes in its collection and has a total annual budget of over $30 million. The Information Technology (IT) department includes 18 staff across three units: Academic Technology, Enterprise Operations, and Technology Services (TS). The department is critical to the Libraries' success in charting a new path for research libraries, with an emphasis on developing and supporting information and academic technology solutions for the Libraries. Department staff ensure the sustainable operation of technology-enabled services and spaces and provide leadership in defining technology requirements for library-wide initiatives and projects. Essential Job Duties The IT Client Support Professional is a member of the IT department's Technology Services unit. The position supports software and hardware for the Apple and Windows computing environments across the Libraries. The position reports to the IT Services Manager. Duties include but are not limited to:

• The position is key in responding to incidents and service requests from Libraries' clients, supporting a wide breadth of software applications, computing, and other hardware equipment for staff and patron spaces across six Libraries locations.
• Responsible for providing computer hardware support, including troubleshooting, repair, consultations, and refresh processes.
• Serve as an intermediary between technical experts and clients, facilitating effective communication and collaboration.
• Escalate critical issues to appropriate technical teams by providing comprehensive context and background information.
• Serve as a subject matter expert on support processes and procedures, continuously assessing and refining support workflows to optimize efficiency and effectiveness.

Other Responsibilities

• Other duties as assigned.

Qualifications Minimum Education and Experience

• One of the following:
  • Bachelor's degree AND three years of experience in the information technology field related to the area of assignment
  • Bachelor's degree in Computer Science, Information Technology, or a related discipline AND two years of related experience
  • An equivalent combination of training and experience

Other Required Qualifications

• Experience independently troubleshooting and repairing routine and non-routine hardware issues (Apple, PC, digital displays, etc.)
• Experience consulting directly with both clients and IT professionals to assess hardware needs, identify solutions, and resolve technical problems
• Strong customer service experience, including the ability to communicate clearly, knowledgeably, and regularly to a large user community reflecting a variety of backgrounds and disciplines
• Ability to foster an environment of belonging and well-being
• Ability to work independently and collaboratively as part of a team
• Experience using centralized computer management systems for Windows and Apple computing, such as Microsoft Active Directory, MECM, JAMF, or Apple School to troubleshoot and resolve operating system and application issues

Preferred Qualifications

• Experience supporting Windows and Apple computing in a large, complex, desktop and application environment
• Experience supporting computing in higher education environments
• Experience developing, documenting, and sharing standard operating procedures
• Experience using ServiceNow or other request management services
• Hardware repair certifications, such as CompTIA A+, Dell Self-Dispatch, AppleCare service, etc.

Required License(s) or Certification(s)N/A Valid NC Driver's License required No Commercial Driver's License required No Recruitment Dates and Special Instructions Job Open Date 05/08/2025 Anticipated Close Date Open Until Filled. Special Instructions to Applicants Please complete the required application fully and attach a cover letter, resume, and contact information for four (4) current professional references. Position Details Position Number 00111449 Position Type EPS/SAAO Full Time Equivalent (FTE) (1.0 = 40 hours/week)1.0 Appointment 12 Month Recurring Mandatory Designation - Adverse Weather Non Mandatory - Adverse Weather Mandatory Designation - Emergency Events Non Mandatory - Emergency Event Department ID 250101 - Libraries EEO NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-513-0574 to speak with a representative of the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] . Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.