United States Job Openings

University of North Carolina at Chapel Hill

Technology Support Analyst

Chapel Hill

FULL TIME

October 24, 2024

Posting Information

Department

ITS - Customer Experience-607000

Career Area

Information Technology

Is this an internal only recruitment?

Posting Open Date

10/24/2024

Application Deadline

11/06/2024

Position Type

Permanent Staff (SHRA)

Position Title

Technology Support Analyst - Journey

Salary Grade Equivalent

IT03

Working Title

Technology Support Analyst

Position Number

00058736

Vacancy ID

P019762

Full-time/Part-time Permanent/Time-Limited

Full-Time Permanent

If time-limited, estimated duration of appointment

Hours per week

Work Schedule

M-F 8 AM to 5 PM

Work Location

CHAPEL HILL, NC

Position Location

North Carolina, US

Hiring Range

$63,866 - $65,000

Pay Band Information

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

Position Summary Information

Be a Tar Heel!

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation’s top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.

One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.

University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Primary Purpose of Organizational Unit

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

Position Summary

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

This position will provide timely, customer-focused technical support services for MDS customers within the scope of the MDS service portfolio. Services in the MDS portfolio include:

Hardware and software support
Desktop management (imaging, remote tools, documentation)
Project and consultative services

This position provides technical solutions and support for the faculty and staff of MDS contracted customers, implements new technology, contributes to projects and migrations, and partners regularly with other IT staff, main-campus peers, vendors, and project managers. This position will be a contributing member of the MDS
team responsible for configuration and asset management of computers, software, and related devices. This position is also responsible for the provisioning of security-related technical support for managed desktops, alert responses, and technical remediation when needed. This position is a participating team member for
escalations from other technical staff and teams.

Minimum Education and Experience Requirements

Associate’s degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role; or

Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role; or
Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.
Journey level required an additional one year of experience
Advanced level required an additional two years of experience.

Required Qualifications, Competencies, and Experience

This position requires exceptional customer service skills with hands-on technical support.
Experience supporting both Windows and Mac OS desktops in a managed environment(s).
Advanced understanding and application of desktop management tools for both Windows and Mac OS desktops.
Strong communication and interpersonal skills with the ability to interact with a broad range of customers.
Ability to use a variety of resources to fulfill support requests. These resources can include both the creation and application of written documentation, collaboration with ITS and departmental colleagues within the University community, online chat, email, and other communication mediums.
Technical support experience directly serving customers through hands-on desk side support, telephone support, and email communication.
Experience with project management and coordination.

Preferred Qualifications, Competencies, and Experience

Campus IT experience (UNC or other campus environment).
Technical support experience in a university or academic environment.
Knowledge and competency of Office 365 applications and usage.
Understanding of Microsoft Active Directory OU principles and management.
Demonstrable experience with remote desktop technologies for the support and maintenance of Windows and Mac OS operating systems.
Working knowledge of desktop security tools and technologies, vulnerability scanning and workstation remediation.
ITIL Foundations certification.
Security + certification.

Required Licenses/Certifications

Special Physical/Mental Requirements

This position requires the ability to move equipment up to 50 pounds as well as the ability to stand while working for one hour or more at a time.

Campus Security Authority Responsibilities

Not Applicable.

Position/Schedule Requirements

Evening work occasionally, Overtime occasionally, Valid NC Driver’s License, Weekend work occasionally

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