9101 Fayetteville Road
Raleigh, NC 27603
Closes: Tuesday, June 20, 2017
Target Start Date
Expected Work Hours
Knowledge, Skills, and Abilities
Ability to push, pull, lift, and carry up to 40 pounds of equipment
Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences.
Ability to take a leadership role in assigning and escalating end user incidents and problems to ensure quick resolution.
Knowledge and understanding of current technologies needed by large educational institutions and impact on delivery of IT services.
Demonstrated experience in the development of technical and user documentation.
Ability to multi-task and set priorities within tight timelines and high client expectations.
Ability to understand and clearly relate to other members of the college technical specifications and general components of end user device hardware and software.
Ability to read, analyze and interpret business periodicals, professional journals, technical procedures and government regulations.
Strong analytical, project management, customer service and team-oriented interpersonal skills.
Fosters an open, collaborative relationship with faculty, students and staff to identify hardware and software needs for end user computing devices.
Bachelor's degree in an IT related field.
Three years' experience in an IT related discipline with at least 2 years supporting an enterprise's end user services operation.
Demonstrated leadership and supervisory experience
HDI Support Center Analyst and/or HDI Support Center Manager certification.
ITIL Foundation certification.
This position is responsible for all life cycle aspects of end user and classroom devices including determining hardware standards, software images, licenses and updates, procurement, deployment, repair and disposal.
Responsibilities & Duties (* items indicate 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.
*Supervises and evaluates assigned staff
*Manages and monitors comprehensive inventory of IT-related devices assigned to faculty, staff and classrooms at all campuses.
*Periodically evaluates end user device hardware requirements and recommends standards for use by staff, faculty and in classrooms.
*Develops and maintains software images for all supported end user devices in collaboration with third-party provisioning vendors.
*Distributes software upgrades, updates and patches as required to ensure proper security levels and maintenance of software releases with minimal disruption to end users.
*Manages the centralized purchase of IT-related end user devices in accordance with established life cycle standards and procedures.
*Coordinates with third-party providers to maintain end user computing devices in good working order in accordance with authorized warranty and repair standards.
*Performs proactive analysis to effectively identify potential problems and develops appropriate plans to eliminate them before they occur.
*Assumes ownership of end user device problems and coordinates with third-party technical support when unable to resolve problems in-house.
Monitors the use of licensed software in accordance with vendor agreements negotiated by the College and provides quarterly reports on number of installed licenses.
Uses an automated software distribution solution and other productivity tools to provide consistent and efficient deployment of software installations and changes.
Assists with negotiating vendor contracts in support of hardware and software solutions to ensure compliance with established service level agreements.
Manages the research of emerging products, services and standards in supporting the College's needs for end user computing devices.
Contributes to the department's knowledge base to provide expeditious solutions to end user problems.
Participates in projects to implement new technologies including managing end user communication and implementing an appropriate support model for new IT services.
Provide periodic reports on service delivery performance in comparison to SLA metrics to ITS management.