Hybrid IT Support Analyst - Tier 1 Help Desk

University of North Carolina at Chapel Hill; Chapel Hill (NC); Hybrid; USD 50,000 - 52,000; Full time

Job summary

The University of North Carolina at Chapel Hill is seeking a Technology Support Analyst to provide Tier 1 IT support for a wide range of systems and services. The role emphasizes phone, web, email, chat, and in-person assistance from a dedicated team, with a focus on user satisfaction and reliable service delivery.

Hybrid work arrangements may be available; incumbents are generally expected to reside within commuting distance of Chapel Hill.

Qualifications

• Associate’s degree in Computer Information Technology or related field with 1 year IT experience.
• Bachelor’s degree with 1 year IT experience or a relevant combination of education and experience.
• Journey level requires an additional 1 year of experience; Advanced level requires an additional 2 years.

Responsibilities

• Provide Tier 1 (intermediate) technical support via phone, web, email, chat, and walk-up.
• Diagnose and resolve intermediate customer technical problems in collaboration with Service Desk colleagues.
• Support Lenovo/Mac CCI hardware, Windows/Mac OS, M365, VPN, DUO, MFA, and campus IT services.

Skills

Telephone technical support

Service desk experience

Academic environment experience

Windows OS support

Mac OS support

Education

Associate’s degree in IT or related field

Bachelor’s degree in IT or related field

Job description

The University of North Carolina at Chapel Hill is seeking a Technology Support Analyst to provide Tier 1 IT support for a wide range of systems and services. The role emphasizes phone, web, email, chat, and in-person assistance from a dedicated team, with a focus on user satisfaction and reliable service delivery.

Hybrid work arrangements may be available; incumbents are generally expected to reside within commuting distance of Chapel Hill.