The Information Technology Support Technician assists the IT Services Coordinator in providing support to the staff of The North Carolina Arboretum on various systems, hardware, software packages, and documentation. Systems and software packages on which the technician will provide support include the gate entry system, QuickBooks Financial and Point of Sale, the Microsoft Office Suite, and MS Windows XP and 7. The technician will provide assistance and training to staff using these systems and software packages. The technician will provide back up support to the IT Services Coordinator in troubleshooting network and telephone line problems, setting up desktop computer hardware, performing system backups, and maintaining computer hardware inventory for the Arboretum. The technician will also provide support for site-wide video surveillance systems in collaboration with Campus Police. The technician should be able to work independently or with minimal supervision on daily tasks. The technician should be able to troubleshoot phone and audio/video systems. Physical requirements include the ability to lift up to 45 pounds and work in cramped, dusty locations
- Technical Knowledge: Substantial working knowledge as demonstrated by an understanding and use of the principles, theories and practices pertinent to the areas of responsibility including the ability to support specialized applications, the ability to troubleshoot complex technical problems, and ability to work with vendors and other technical staff in the UNC System to solve problems.
- Project Management: Demonstrated ability to participate as a productive member of the IT team through timely completion of assigned tasks.
- Technical Support: Demonstrated ability to resolve non-routine problems in areas of expertise after consultation with IT services coordinator. Able to solicit relevant information from the client and effectively convey problem to technical experts to identify solution. Ability to coordinator in the implementation of the solution. Ability to perform simple diagnostics on software and/or hardware. Ability to effectively interact with hardware and software vendors and other IT professionals to identify solutions to problems. Demonstrated ability to document solutions and effectively communicate solutions to client. Capable of integrating knowledge and skills from a wide range of Technical Solution Development: Demonstrated ability to use formal and informal knowledge and skills in field to provide input and support to the IT Services Coordinator in technical solution development.
- Consultancy Skills: Demonstrated ability to consult with clients and higher level specialists and analysts to assist in the resolution of technical problems and ensure customer satisfaction.
- Demonstrated proficiency with IT supported software, including word, spreadsheet, database, email and internet applications.
- Strong service orientation.
- Excellent verbal and written communication skills.
- Demonstrated ability to work well and interact with others.
- Ability to organize and prioritize daily work.
Minimum Training and Experience Requirements:
Graduation from a two year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position’s role; or graduation from a four year college or university with a major in computer science or information technology or related degree. Related information technology experience may be substituted year for year for the required education. Previous experience supporting Windows XP and 7 environment, including Office 2007 and 2010. All degrees must be received from appropriately accredited institutions.
Preference will be given to those applicants with the following training and experience:
At least 2 years experience providing technical support to staff on a variety of software packages in a medium sized organization is desirable. Experience supporting MacOS 10.x and the MacOS suite of Microsoft Office application is preferred. Experience in supporting the Adobe Creative Suite is preferred.
The following documents must be received before your application is processed:
Completed North Carolina State Application form PD107 (and 107a if continuation pages are needed) is required for all positions. Please use continuation pages to list your entire job history. Both forms can be obtained in multiple formats from http://www.osp.state.nc.us/jobs/general.htm
Cover letter/letter of interest
Two letters of Recommendation
It is the applicant's responsibility to ensure that the application contains all required documents.
Application materials may be submitted in person, by e-mail to email@example.com, by fax to (828) 665-8714, or by mail to:
The North Carolina Arboretum Attn: Human Resources 100 Frederick Law Olmsted Way Asheville, NC 28806-9315
If no applicants apply who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience Requirements, then management may consider other applicants. The North Carolina Arboretum is an affirmative action, equal opportunity employer. An official set of transcripts must be sent to Human Resources within 30 days of hire. Degrees must have been awarded by a regionally accredited U.S. college or university. If the degree was obtained outside of the U.S., it must have been awarded by an institution recognized by the Ministry of Education in that country.
Final applicants for employment will be subject to criminal background checks. Some vacancies may also require credit or motor vehicle checks.
If you have questions about a position posting, please call the Human Resources Office at 828.665.2492, Ext. 200.