IT Client Support Specialist

Posting Information Posting Number: PG194654EP Internal Recruitment: No Working Title: IT Client Support Specialist Anticipated Hiring Range: $74,613 – $79,819 Work Schedule: Monday – Friday 8:00 am to 5:00 pm; eligible for remote work on a rotating weekly basis; may experience overtime and on‑call duties outside regular hours. Job Location: Raleigh, NC Department: DELTA (Digital Education and Learning Technology Applications) Department Description DELTA’s role within the Office of the Provost is to advance the integration and support of learning technologies in NC State’s academic programs and courses, both on campus and at a distance. DELTA coordinates the funding and production of all distance‑based credit programs and courses for the university, and provides enterprise‑wide academic technology and instructional support services for all modes of course delivery. Working with NC State instructors and partners, DELTA leads the design, creation, implementation and support of innovative digital learning experiences for our community of learners. Benefits Medical, Dental, and Vision coverage Flexible Spending Account Retirement Programs Disability Plans Life Insurance Accident Plan Paid Time Off and Other Leave Programs 12 Holidays Each Year Tuition and Academic Assistance Childcare benefits, Wellness & Recreation Membership, and Wellness Programs Responsibilities Strategic Consultation & Instructional Advocacy Consult with instructors and administrators to ensure robust online content delivery and maximize system use. Engage faculty, staff, content creators, and DELTA colleagues to understand needs and recommend solutions. Develop and implement enterprise‑level best practices for web conferencing, lecture capture, and video streaming. Collaborate with stakeholders to recommend and craft policies and procedures for enterprise media platforms. Research, test, and recommend solutions—including software and hardware integrations—for known and anticipated issues. Technical Problem Solving & Cross‑Functional Collaboration Analyze problems, develop solutions, and communicate them effectively. Collaborate with DELTA support and technical staff to resolve platform issues. Liaise with DELTA and NC State technical personnel for consistent online course delivery. Open vendor support tickets as necessary and follow cases through resolution. Co‑operate with DELTA PHP developers, training and support peers, and DE staff to improve systems and programming. Assist desktop support and network engineering teams in testing, installing, and maintaining web conferencing hardware. Proactive System Management & Analytics Monitor application performance and run analytics to proactively resolve problems. Provide analytical data on usage and trends. Create and track feature requests to encourage platform enhancements. Stay current on web conferencing, video streaming, lecture capture technologies, industry standards, and vendor roadmaps. Manage technical projects and participate in special projects with other teams and vendors. Knowledge Management & Documentation Contribute to effective Knowledge Base Articles and training materials. Create and update system documentation for DELTA‑developed tools and vendor materials. Other duties as assigned. Qualifications Minimum education: Master’s degree; or Bachelor’s degree plus 0–2 years of relevant experience; or equivalent combination of education, training, and experience. 8+ years of experience in information technology, customer service, or higher education. 3+ years of Tier Two level technical support; experience supporting all user levels. Demonstrated ability to deliver professional customer service, end‑user training, and consultation. Commitment and ability to collaborate with varied groups of students, faculty, staff, and constituents. Experience with ITSM applications, including development, integration, analytics, change, and incident management. Excellent verbal and written communication, problem‑solving, and analytical skills. Intermediate to advanced knowledge of computers and networks. Proficiency in Windows 11, macOS, Google Workspace, Microsoft 365, VPNs, Apple iOS, Android, and university‑supported web browsers (Chrome, Safari, Edge, Firefox). Intermediate to advanced knowledge of analytics reporting standards in lecture capture, video streaming, and web conferencing applications. Intermediate to advanced knowledge of hardware/software testing standards and processes. Excellent knowledge of web conferencing and collaboration platforms. General knowledge of AI platforms such as Google Gemini, Microsoft Copilot, ChatGPT, etc. Experience with communication platforms such as Google Workspace, Slack, or Zoom Team Chat. Mid‑to‑senior level proficiency in supporting lecture capture and meeting space technology and applications. Preferred Qualifications Intermediate to advanced knowledge of ITSM application development and administration. Intermediate to advanced knowledge of Learning Management Systems and Learning Tools Interoperability. Basic object‑oriented programming knowledge (PHP) and working knowledge of HTML, CSS, and APIs (REST/SOAP). Intermediate to advanced knowledge of Epiphan Edge, Pearl Mini or Nexus. Experience supporting and administering Zoom’s cloud platform and Zoom Contact Center. Technical certifications such as CTS, CompTIA A+, Network+, AVOIP, Analytics, Crestron/Extron Dev, ITIL 4 Foundation, KCS v6 Fundamentals, ISTQB Foundation, ServiceNow CSA or CAD. Working knowledge of Microsoft 365, Microsoft Exchange, Azure AD, Entra, and SSO. Legal & Equal Opportunity NC State University is an equal opportunity employer. All qualified applicants will receive equal opportunities for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex (including pregnancy), sexual orientation, and veteran status. The University encourages all qualified applicants, including protected veterans and individuals with disabilities, to apply. Individuals with disabilities requiring disability‑related accommodations in the application and interview process are welcome to contact View phone number on click.appcast.io to speak with a representative of the Office of Equal Opportunity. If you have general questions about the application process, you may contact Human Resources at (919) 515‑2135 or View email address on click.appcast.io. Final candidates are subject to criminal and sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit. NC State University participates in E‑Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. #J-18808-Ljbffr North Carolina State University