Hybrid IT Support Analyst - Tier 1

University of North Carolina - Chapel Hill; Elkins Hills (NC); On-site; USD 50,000 - 52,000; Full time

Job summary

University of North Carolina - Chapel Hill is seeking a Technology Support Analyst to provide Tier 1 IT support for faculty, staff and students across Windows, Mac OS, VPN, and M365. The role involves phone, web, email, chat, and walk-up support, with a focus on prompt issue diagnosis and customer service.

The position is located in Chapel Hill, NC and offers a stable, full-time schedule with potential hybrid arrangements.

Qualifications

• Tier 1 technical support to faculty, staff and students for a variety of applications and services.
• Experience with Windows and Mac OS support and M365.
• Ability to diagnose and resolve intermediate customer IT problems in collaboration with Service Desk colleagues.

Responsibilities

• Provide Tier 1 technical support via phone, web, email, chat, and walk-up.
• Diagnose and resolve routine IT issues for campus users.
• Collaborate with Service Desk colleagues to escalate and resolve complex problems.

Skills

Customer service

Phone support

Windows support

Mac OS support

Education

Associate's degree in IT or related

Bachelor's degree in CS/Engineering or related

Equivalent combination of education and experience

Tools

CRM/TDX system

Service Desk software

VPN/MFA

Job description

University of North Carolina - Chapel Hill is seeking a Technology Support Analyst to provide Tier 1 IT support for faculty, staff and students across Windows, Mac OS, VPN, and M365. The role involves phone, web, email, chat, and walk-up support, with a focus on prompt issue diagnosis and customer service.

The position is located in Chapel Hill, NC and offers a stable, full-time schedule with potential hybrid arrangements.