Description of primary duties and responsibilities:
Primary Purpose of the Organizational Unit:
The mission of Information Technology & Telecommunication Services is to explore, implement, and support the uses of technology to achieve the University’s academic and administrative objectives as stated in the University strategic plan.
Description of Work Continued:
Primary Purpose of the Position :
The Service Desk Technician is responsible for providing front-line technology support and exceptional customer service to Fayetteville State University constituents (students, faculty, staff, affiliates, and visitors) over the phone via remote control, MS Teams, chat, and email. The Technician will troubleshoot and resolve assigned tickets, document and follow up on end-user issues, and occasionally manage internal projects and processes related to these responsibilities.

This position is eligible for flexible work arrangements, including remote/hybrid work. Fayetteville State University employees are generally required to reside in North Carolina within a reasonable commuting distance of their assigned duty station.
Minimum Education and Experience Requirements:
Associate degree equivalency coursework in computer science and one year experience working in computer science related field. Additional coursework in computer or information technology may be substituted year for year for the required experience.
Knowledge skills and abilities:
Intermediate knowledge and understanding of supported applications.
Customer relationship tracking system experience.
Previous help desk and telephone support experience.
Exceptional communication skills.
Exceptional customer service skills.
Strong interpersonal skills.
Strong understanding of Windows and Mac environments.

Additional/Desirable Skills & Abilities
ITIL experience or certifications.
Strong documentation skills.
Ability to conduct independent research into a wide range of computing issues.
Highly self-motivated and directed with the ability to effectively prioritize and execute tasks.
Keen attention to detail.
Experience in a higher education setting.

Preferred Qualifications:
Four or more years of experience working in customer service in an IT environment with a large customer base.
Special Instructions to Applicants:
Notice to Applicants
Please make sure that the work history listed on your application is identical to the work history listed on your resume. The application must be filled out completely, Do Not Use the phrase “see resume.”
Please list at least three (3) professional references to include a current supervisor. References will only be contact if you are selected for the position and with your permission.