Tier 2 Help Desk Tech Lead-

The primary location of this position is on-site in Cullowhee, NC.

The Tier 2 Help Desk Tech Lead is a member of the Division of Information Technology Help Desk team and serves as a technical escalation resource and mentor for Tier 1 Help Desk staff. The position provides telephone, email, remote, and in-person troubleshooting and support to university faculty, staff, and students.

The analyst provides consultation and training to university clients and collaborates across IT functional areas to coordinate and resolve desktop and software issues involving systems and operations, desktop support, networks, multimedia, and instructional facilities. Responsibilities include daily queue management, limited telephone support, and backup telephone coverage when another team member is unavailable.

The analyst receives mentoring and cross-training from Tier 3 IT teams to expand technical expertise, strengthen service quality, and support future advancement within the Division of Information Technology.

The position also contributes technical expertise to IT projects and teams, serves as a liaison for the Help Desk team, participates in curative analysis efforts to identify proactive service improvements, and acts as the primary point of contact when the manager is unavailable.

Must be eligible to work in the United States without sponsorship.

Knowledge, Skills, & Abilities Required for this Position

* Demonstrated customer service skills characterized by empathy, patience, professionalism, and effective verbal, written, and interpersonal communication. * Ability to collaborate effectively with colleagues, support team decisions, share knowledge, and take initiative in learning and leadership opportunities. * Experience providing Help Desk, telephone, in-person, and remote technical support within a higher education or similarly complex customer-focused environment. * Proven ability to independently diagnose and resolve complex hardware, software, account, connectivity, and related technology issues while utilizing service management systems to document work, analyze trends, and support operational decision-making.

Minimum Qualifications

Some state job postings say you can qualify by an ‘equivalent combination of education and experience.’ If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.

Graduation from a two year technical college with a major in an Information Technology field and one year in the information technology field related to the position’s role; or graduation from a four year college or university and one year experience in the information technology field related to the position’s role; or graduation from a four year college or university with a major in an Information Technology area. Related information technology experience may be substituted year for year for the required education.

Anticipated Hiring Range

$72,820

Position Type

Permanent Full-Time

Number of Hours per Week

40

Number of Months per Year

12

Salary Band Range

$35,406 - $95,992

Salary Grade

For administrative purposes during the implementation of Career Banding this Journey level position is considered a Salary Grade 76.

Posting Text Open Date 10/27/2026

Close Date

11/12/2026

Open Until Filled

No

Special Instructions to Applicants

Applicants must apply online in order to be considered. Please include a cover letter, resume, and a list of references (with complete contact information).

PLEASE COMPLETE ALL AREAS OF THE APPLICATION. INCOMPLETE APPLICATIONS MAY NOT BE GIVEN CONSIDERATION IN THE REVIEW PROCESS.

Applicants must upload a DD-214 if claiming Veteran’s Preference.

If no applicants apply, who meet the required Knowledge, Skills, Abilities/Competencies and Training and Experience requirements, then management may consider other applicants.

All new hires into positions subject to the State Human Resources Act (SHRA) will serve a 12 month probationary period as defined by the North Carolina Office of State Human Resources (OSHR).

Background/E-Verify

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks.

Western Carolina University uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify. Proper documentation of identity and employability are required at the time of employment.

Credential Verification

All new employees are required to have listed credentials/degrees verified within 30 days of employment. All new employees who will be teaching are required to provide official transcripts within 30 days of employment. Transcripts should be provided for the highest earned degree and/or the degree which is being used to satisfy credential/qualification requirements.

EOE

Western Carolina University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race; color; ethnicity; religion; sex; pregnancy; sexual orientation; gender identity or expression; national origin; age; disability; genetic information; political affiliation; National Guard or veteran status, consistent with applicable federal, state and local laws, regulations, and policies, and the policies of The University of North Carolina. Persons with disabilities requiring accommodations in the application and interview process please call (828) 227-7218 or email at jobs@email.wcu.edu.

University Safety

The Western Carolina University Annual Safety Report is available online at University Annual Safety Report or in hard-copy by request at the office of the Vice Chancellor for Student Affairs, 227 HFR Administration Building, Cullowhee, NC 28723 (828-227-7147) or the Office of University Police, 111 Camp Annex, Cullowhee, NC 28723 (828-227-7301). The report, required of all universities participating in Title IV student financial aid programs, discusses crime statistics, procedures for reporting suspicious or criminal activity, security, police authority, crime prevention strategies, university policies on substance abuse and sexual offenses, workplace violence and fire safety.