North Carolina State University
IT Client Support Specialist
ITIL
ITSM
LMS
Edtech.com's Summary
NC State University is hiring an IT Client Support Specialist. This role provides advanced technical support and system administration for the university's Zoom collaboration platform and Panopto lecture capture system, while leading technical efforts for the ServiceNow ITSM application. The specialist will consult with faculty and staff, solve complex problems, manage system performance, and contribute to knowledge documentation to support online educational content delivery.
Highlights
- Provide Tier Two and Three technical support for Zoom and Panopto platforms within DELTA's Digital Media Support Services team.
- Serve as the technical lead for ServiceNow ITSM application administration and development.
- Consult with instructors and administrators to optimize use of web conferencing and lecture capture technologies.
- Perform system monitoring, analytics, and troubleshooting to ensure continuous online course delivery.
- Collaborate across DELTA teams and university partners to resolve technical issues and implement improvements.
- Develop and maintain Knowledge Base Articles and training materials.
- Required proficiency with ITSM applications, web conferencing platforms, Windows, Mac OS, Google Workspace, MS Office 365, VPNs, and modern browsers.
- Qualifications include a Master's degree or Bachelor's with relevant experience, 8+ years in IT or customer service, and 3+ years providing Tier Two technical support.
- Preferred skills include application development in ITSM, LMS integrations, programming knowledge in PHP, HTML, CSS, and REST/SOAP APIs, plus relevant certifications such as CTS, CompTIA, ITIL, or ServiceNow.
- Compensation range is $74,613 to $79,819 annually with extensive university benefits including health, retirement, tuition assistance, and wellness programs.
