IT Support Specialist (Advanced Technical Support)
Grace Federal SolutionsDurham, North Carolina
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Overview
Schedule
Full-time
Career level
Senior-level
Remote
On-site
Job Description
Job Title: IT Support Specialist (Advanced Technical Support)Location: RTP, NCContract Type: Contract PositionStart Date: TBDPay Range: CompetitiveMore than a job — a launchpad.Support a mission-driven academic community while growing your IT career. Join a collaborative environment where your technical expertise directly supports faculty, staff, and students advancing healthcare education.Role OverviewThe IT Support Specialist provides advanced technical assistance to faculty, staff, and students at a prestigious University in the Triangle area. This role delivers a high level of customer service while managing and resolving technical issues efficiently. The specialist takes ownership of support requests, collaborates with senior IT staff and vendors, and ensures University-owned technology resources are maintained to the highest standards.Key Responsibilities
- Provide advanced technical support to DUSON faculty, staff, and students with a strong focus on customer service
- Log, track, prioritize, and resolve support requests using ServiceNow, meeting established response time and service quality standards
- Coordinate with internal departments, vendors, and infrastructure teams to resolve issues accurately and efficiently
- Take ownership of reported issues, ensuring proper documentation and timely resolution
- Escalate unresolved issues to appropriate internal or external teams and monitor progress through resolution
- Communicate regularly with requesters regarding issue status and updates
- Install, configure, and maintain University-owned hardware and software, including desktops, laptops, printers, and applications
- Perform or coordinate hardware repairs and replacements as needed
- Develop and document troubleshooting steps and solutions for common technical issues to support proactive equipment care
- Plan and allocate technology resources to effectively meet the needs
- Experience providing advanced technical support in an academic, healthcare, or enterprise IT environment preferred
- Strong customer service and communication skills
- Experience working with ticketing systems, preferably ServiceNow
- Knowledge of desktop, laptop, printer, and application support
- Ability to troubleshoot hardware and software issues independently and collaboratively
- Strong documentation and organizational skills
- Ability to work effectively with cross-functional teams and external vendors
- Contract Position, Full Time Hours
- Schedule details and benefits will be shared during the interview process
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FAQs About IT Support Specialist (Advanced Technical Support) Jobs at Grace Federal Solutions
What is the work location for this position at Grace Federal Solutions?
This job at Grace Federal Solutions is located in Durham, North Carolina, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Grace Federal Solutions?
Employer has not shared pay details for this role.
What employment applies to this position at Grace Federal Solutions?
Grace Federal Solutions lists this role as a Full-time position.
What experience level is required for this role at Grace Federal Solutions?
Grace Federal Solutions is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at Grace Federal Solutions?
You can apply for this role at Grace Federal Solutions either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.