Southern Wake Campus
9101 Fayetteville Road
Raleigh, NC 27603
Closes: Wednesday, October 20, 2021
Target Start Date
Expected Work Hours
Associate's degree in an IT related field.
Four years' demonstrated leadership and supervisory experience in an IT related discipline with at least three years supporting a provisioning and deployment operation.
Bachelor's degree in an IT related field
ITIL Foundation certification.
This position is responsible for all life cycle aspects of end user and classroom devices including determining hardware and software standards, software images, licenses and updates, procurement, deployment, repair and disposal.
Responsibilities and Duties (*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 of client platforms engineers and analysts
*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 based on consulting with staff and faculty to understand their needs
*Manages the development and maintenance of software images for all supported end user devices in collaboration with ITS engineers and third-party provisioning vendors.
*Manages the evaluation and distribution of 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 and deployment of IT-related end user devices in accordance with established life cycle standards and procedures.
*Performs proactive analysis to effectively identify potential problems and develops appropriate plans to eliminate them before they occur.
*Responds to emergency situations as needed, during and after normal business hours, to identify, assess and mitigate critical operational issues.
Monitors the use of licensed software in accordance with vendor agreements negotiated by the College and provides periodic reports on number of installed licenses and usage.
Oversees the use of automated software distribution solutions and other productivity tools to provide consistent and efficient deployment of software, updates 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 and software.
Contributes to the department's knowledge base to provide expeditious solutions to end user problems.
Manages projects to implement new technologies, including managing end user communication and developing an appropriate support model for new IT services.
Provides periodic reports on device inventory, software inventory and service delivery performance in comparison to SLA metrics to ITS management.
Completes an annual benchmark project on an individual or group basis
Knowledge, Skills, and Abilities
Ability to push, pull, lift, or 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.
Strong background in Project Management fundamentals.
Good understanding of network technology and networking fundamentals.
Solid knowledge of mobile device management and security
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.