Position Classification Title Technology Support Technician FLSA Non-Exempt Position Class 12247 Position Overview Position Summary Winston-Salem State University continues to rank high on national lists. The university's focus is on offering its students a top-notch educational experience. Technology provider and creator of the Social Mobility Index (SMI), CollegeNET, ranks WSSU as the No. 1 HBCU and North Carolina institution for social mobility. The SMI measures the number of under resourced students a college or university educates at affordable tuition rates and graduates them into promising careers. Winston-Salem State University is a great place to live, work and play. We are seeking a Level 1 Client Support Analyst to provide frontline IT support to end-users, ensuring smooth operation of hardware, software, and network systems. This is an excellent opportunity for an entry-level IT professional looking to grow in a dynamic and supportive environment. Key Responsibilities: * Provide first-level technical support via phone, email, or ticketing system. * Troubleshoot and resolve basic hardware, software, and network issues. * Assist users with account setup, password resets, and software installations. * Set up and configure laptops, desktops, printers, and other peripherals. * Maintain IT documentation and contribute to knowledge base articles. * Escalate more complex technical issues to Level 2 or senior IT staff. * Follow IT security policies and best practices to protect user data. * Outstanding Customer Service skills, internally and externally Technical Support: * Acts as the first point of contact for users needing IT support by phone, email, or through a ticketing system. Handles basic technical issues involving hardware, software, and peripherals and escalates more complex problems to Level 2 or 3 technicians as needed. * Installs, sets up, and troubleshoots operating systems like Windows and macOS, along with common office software such as Microsoft Office 365, Teams and etc. * Assist users with password resets, account management, and software installations. Program Administration: * Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls). * Ability to complete daily work to meet established deadlines and client needs for or within a program. Ability to collect, organize and disseminate program information. * Ability to generate standard reports. * Ability to gather, interpret and recode research and data with research and data-mining aptitude. Strong triaging skills. * Ability to type at least 40 WPM on a keyboard. Customer Service: * Ability to provide excellent account assistance by phone, e-mail, online chat, and in-person for students, faculty, staff, and affiliates. * Provide technical computer support (hardware and software) via phone, email, and in-person for WSSU Students, Faculty/Staff, and Visitors. * Assist students, faculty, staff, and visitors/guests/vendors with connecting to the University wireless network or other university information resources. * Act as a customer advocate by reviewing all open tickets and communicating between other OIT groups and the client. * Ability to develop and maintain productive and collaborative work relationships. * Ability to respond promptly and accurately to clients based on established policies and procedures. * Ability to explain established procedures and practices in terms of client needs and business results and goals. * Ability to follow up on issues needing policy interpretation with higher-level staff or supervisor and responds back to clients. Communication - Verbal / Written: * Ability to create and update knowledge articles, documentation, and web pages. * Provide internal and external training to students, faculty, and staff. Excellent interpersonal skills and phone etiquette. * Ability to relay program information and explain processes to clients. * Ability to respond to client needs within established parameters. * Ability to request information as needed to process work or report factual information. * Ability to document work as requested or according to guidelines. A higher-level staff member or supervisor may review some or all communication. Information/Records Administration: * Ability to use ITSM and applicable data management systems to maintain, manage, and monitor data for assigned program area(s). * Ability to gather program data and information and compile standard reports based on specific requests. * Ability to explain and demonstrate to clients how to use software, databases, and related forms and tools. Primary Function of Organizational Unit The Client Technology Services Department within the Office of Information Technology provides comprehensive end-user device support (Level II) and assists in coordinative IT Technical Support (for the Higher Level III OIT, technical Professionals) for the University faculty, staff and guest users connected to the University data Infrastructure at Winston-Salem State University. The Office of Information Technology provides centralized technology support, execution of technology standards, adoption of technology methodologies, collaboration and centralization of systems, guidance and directives of new technologies, provisions for best practices, and leadership and coordination of technology initiatives to support the faculty, staff, and students at Winston-Salem State University. The Office of Information Technology's mission is to support and strengthen the academic, administrative, and associated research needs of all faculty, staff, and students at Winston-Salem State University through the provisioning, support, maintenance, availability, and outreach of Information Technology Services. The Office of Information Technology serves the faculty, staff, students, and affiliates by facilitating the enhancement of student development and services, teaching and learning, research, outreach, and administrative operations through technology. Position Information Position Number 131152 Competency Level Working Position Title Level 1 Client Technology Analyst Building and Room No. C.G. O'Kelly Library, Room 203 Work Hours: From [time] to [time] on [days] of [week] 7:30am to 4:30 pm, Monday through Friday based on coverage needs during Support Center operations. May require occasional weekend work. Hours per week 40 Months per year 12 Appointment Type Permanent Full-Time If Time Limited. No Appointment Length. DHR Assigned Fields FTE 1 Requirements and Preferences Position required to work during periods of adverse weather or other emergencies Not Mandatory Position required to work On-Call/Emergency Callback No Minimum Experience/Education Graduation from high school and one year of experience in the field of technology related to the position's role. Coursework in computer or information technology may be substituted year for year for the required experience Preferred Years Experience, Skills, Training, Education Bachelor's degree in Information Technology, Computer Science, or a related field with 2 Years of experience in Level 1 IT support, help desk, or customer service roles. Certifications (Preferred): * CompTIA A+ (Highly recommended) * Microsoft 365 Certified: Modern Desktop Administrator Associate * ITIL Foundation (For understanding IT service management) Required License or Certification Valid US Driver's License Yes Commercial Driver's License Required No Physical Required No List any other medical/drug tests required n/a Posting Details Posting Details Posting Number SPA00991P Internal Posting Only No Time Limited Position No Appointment Length 12 months Salary $36,094.00 - $47,118.00 Open Date 05/09/2025 Close Date Open Until Filled Yes Special Instructions Summary Please Note: A criminal background check will be conducted on candidate finalist prior to the offer of employment. If no applicants apply who meet the required competency and T&E requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations. Resumes will not be accepted in lieu of completing an electronic application. The application must be competed in full detail (including work history) for your qualifications to be considered. Failure to complete the application completely may result in you not being considered for the vacant position. Your application for the position will not be complete until you receive an online confirmation number at the end of the process of applying for a position. If you have general questions about the application process, you may contact Human Resources at [email protected]. Individuals with disabilities requiring disability-related accommodation in the application and interview process, please call 336-750-2834 Key Responsibilities and Related Competencies Key Responsibilities and Related Competencies Competency Technical Support Describe the specific job duties related to this competency Acts as the first point of contact for users needing IT support by phone, email, or through a ticketing system. Handles basic technical issues involving hardware, software, and peripherals and escalates more complex problems to Level 2 or 3 technicians as needed. Installs, sets up, and troubleshoots operating systems like Windows and macOS, along with common office software such as Microsoft Office 365, Teams and etc. Assist users with password resets, account management, and software installations. Percentage Of Time 40 Competency Program Administration Describe the specific job duties related to this competency Ability to multi-task (ex: navigate computer programs and ticketing system while taking phone calls). Ability to complete daily work to meet established deadlines and client needs for or within a program. Ability to collect, organize and disseminate program information. Ability to generate standard reports. Ability to gather, interpret and recode research and data with research and data-mining aptitude. Strong triaging skills. Ability to type at least 40 WPM on a keyboard. Percentage Of Time 20 Competency Customer Service Describe the specific job duties related to this competency Ability to provide excellent account assistance by phone, e-mail, online chat, and in-person for students, faculty, staff, and affiliates. Provide technical computer support (hardware and software) via phone, email, and in-person for WSSU Students, Faculty/Staff, and Visitors. Assist students, faculty, staff, and visitors/guests/vendors with connecting to the University wireless network or other university information resources. Act as a customer advocate by reviewing all open tickets and communicating between other OIT groups and the client. Ability to develop and maintain productive and collaborative work relationships. Ability to respond promptly and accurately to clients based on established policies and procedures. Ability to explain established procedures and practices in terms of client needs and business results and goals. Ability to follow up on issues needing policy interpretation with higher-level staff or supervisor and responds back to clients. Percentage Of Time 25 Competency Communication - Verbal / Written Describe the specific job duties related to this competency Ability to create and update knowledge articles, documentation, and web pages. Provide internal and external training to students, faculty, and staff. Excellent interpersonal skills and phone etiquette. Ability to relay program information and explain processes to clients. Ability to respond to client needs within established parameters. Ability to request information as needed to process work or report factual information. Ability to document work as requested or according to guidelines. A higher-level staff member or supervisor may review some or all communication. Percentage Of Time 10 Competency Information/Records Administration Describe the specific job duties related to this competency Ability to use ITSM and applicable data management systems to maintain, manage, and monitor data for assigned program area(s). Ability to gather program data and information and compile standard reports based on specific requests. Ability to explain and demonstrate to clients how to use software, databases, and related forms and tools. Percentage Of Time 5