Technology Support Analyst

University of North Carolina at Chapel Hill

Chapel Hill (NC)

Hybrid

USD 50,000 - 52,000

Full time

6 days ago

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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

Department:

ITS - Customer Experience-607000

Career Area:

Information Technology

Is this an internal only recruitment?:

Posting Open Date :

10/28/2026

Application Deadline:

11/11/2026

Position Type:

Permanent Staff (SHRA)

Position Title:

Technology Support Analyst - Contributing

Salary Grade Equivalent:

DT05 / IT01

Working Title:

Technology Support Analyst

Position Number:

00057692, 00057511

Vacancy ID:

P021517

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

Full-Time Permanent

Hours per week:

Work Schedule:

8a – 5p Mon – Fri; hours are subject to change based on business needs

Work Location:

CHAPEL HILL, NC

Position Location:

North Carolina, US

Hiring Range:

$49,611 - $52,000

Pay Band Information:

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

Notice to Applicants:

This position is not eligible for H-1B sponsorship.

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 provides Tier 1 (intermediate) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, chat, and walk-up. Principal duties involve diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues. An employee in a Tier 1 position will have a ‘primary team’ of either phones/chat or walk-in, but will perform all service desk functions.
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.

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.

Management Preferences: