IT Support Specialist (Advanced Technical Support) in Durham, North Carolina at Grace Federal Solutions LLC

Job Title: IT Support Specialist (Advanced Technical Support)
Location: RTP, NC
Contract Type: Contract Position
Start Date: TBD
Pay Range: Competitive
More 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 Overview
The 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

Requirements

• 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

Schedule & Benefits

• Contract Position, Full Time Hours
• Schedule details and benefits will be shared during the interview process

Apply Today!
If you’re passionate about technology, service excellence, and supporting an academic community, we encourage you to apply and become part of a team that makes a meaningful impact every day.