Service Desk Analyst

Service Desk Analyst


Robeson Community College
5160 Fayetteville Road
Lumberton, NC 28360
Phone: 910-272-3700

Job Location

RCC Main Campus


Commensurate with experience


State of NC Benefits

Job Category

  • Technical/Paraprofessional

Application Period

Opens: Monday, September 11, 2023
Closes: Friday, September 29, 2023

Target Start Date

Wednesday, November 1, 2023

Expected Work Hours

Hours may vary

Employment Type


Minimum Qualifications

Associate degree in a computer-based program and/or five years working experience in a customer service-related field.

  • Proven experience within a customer service role
  • Proficiency in troubleshooting hardware, software, and network issues.
  • Ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
  • Excellent communication skills, both written and verbal.
  • A customer-centric mindset with a strong desire to help and support users

Preferred Qualifications


Position Description

As key member of the Information Technology division, this member will help enhance customer experiences, optimize support processes, and provide insights on customer interactions, feedback, and trends.

The incumbent will have the following duties & responsibilities:

  • Respond promptly to inquiries and requests for technical assistance via phone, email, or in-person.
  • Provide first-level troubleshooting and problem-solving for hardware, software, network, and application-related issues.
  • Document and track all support requests, resolutions, and interactions in the ticketing system.
  • Collaborate with other IT team members to escalate and resolve complex technical problems.
  • Assist in onboarding new employees by setting up workstations and providing basic training.
  • Ensure all technology assets are professionally managed, tracked, and secured.
  • Stay up to date with the latest technology trends and developments to provide relevant support.
  • Contribute to the development and improvement of IT knowledge base articles and documentation.
  • Maintain a friendly and professional demeanor while providing exceptional customer service.
  • Placing supply and equipment orders through our procurement system.
  • Arranging events, meetings, and conferences with staff and the general public.
  • Performing any other duties as assigned by the Vice President of Information Technology.

How to Apply

Candidates for the position should apply online at and submit a Professional Resume, a photocopy of Official Transcripts, and any other supporting documentation related to the qualification requirements. Robeson Community College reserves the right to perform consumer background checks on applicants who are considered for employment.

Job Post Contact

Robeson Community College

PO Box 1420

Lumberton, NC 28359