Tech Support Analyst – Second-Tier IT & Research Computing

The University of North Carolina

Charlotte (NC)

On-site

USD 42,000 - 62,000

Full time

3 days ago

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Job summary

The University of North Carolina is seeking a desktop support professional to provide second-tier technology assistance to faculty and staff. The role focuses on diagnosing hardware, software, and network issues across Windows and macOS, with responsibility for routine equipment deployment and lifecycle management.

You will log and prioritize requests in the TeamDynamix system, ensuring SLA adherence, and collaborate with OneIT teams for complex problems.

Qualifications

Bachelor's degree in computer science, computer engineering, math, or engineering or an equivalent combination of education and experience.
2 years of experience in the information technology field.
Related information technology experience may be substituted on a year-for-year basis for the required education.

Responsibilities

Troubleshooting & Resolution: Diagnose and resolve hardware, software, network connectivity, and operating system issues for Windows and macOS environments.
Ticket Management: Log, track, prioritize, and manage support requests using TeamDynamix helpdesk ticketing systems while meeting Service Level Agreements.
Equipment Lifecycle: Install, configure, deploy, and upgrade desktop computers, laptops, and printers.
User Onboarding/Offboarding: Set up new-hire workstations, configure accounts, and process returned hardware.
Collaboration: Escalate complex technical problems to OneIT teams when necessary.