Technology Support Analyst

University-of-North-Carolina-At-Chapel-Hil; Chapel Hill (NC); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Professional training opportunities

Exclusive perks for campus employees

Comprehensive benefits package

Job summary

University of North Carolina at Chapel Hill is seeking a Technology Support Analyst-Contributing to deliver tier 1 technical support across faculty, staff and students. You will handle Lenovo/Mac hardware, Windows, Mac OS, M365, VPN, MFA, email clients and campus IT services via multiple channels.

The role emphasizes diagnosing issues, coordinating with peers, and maintaining high customer satisfaction within a collaborative ITS environment.

Qualifications

• Associate degree in Computer Information Technology or related area with one year of IT experience, or a bachelor's degree with one year of IT experience.
• Journey level requires an additional year; advanced level requires two additional years of experience.

Responsibilities

• Provide Tier 1 technical support to faculty, staff and students across applications and services.
• Diagnose and resolve intermediate problems via phone, web, email, chat or walk-up.
• Collaborate with Service Desk colleagues on complex issues.

Skills

Phone support

Windows support

Mac OS support

Customer service

Education

Associate degree in IT or related

Bachelor’s degree in a related field

Tools

TDX CRM

Job description

Position Title Technology Support Analyst - Contributing

Salary Grade Equivalent

Salary Grade Equivalent DT05 / IT01

Working Title

Position Number

Position Number 00057692, 00057511

Vacancy ID

Vacancy ID P021517

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

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

If time-limited, estimated duration of appointment

Hours per week 40

Work Schedule

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

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

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

• Telephone technical support experience
• TDX or similar customer relationship tracking system experience
• Windows and Mac OS support experience

Required Licenses/Certifications

Special Physical/Mental Requirements

100% technical support over the phone which requires long-term sitting or standing at a desk for 8 hours a day.

Campus Security Authority Responsibilities

Not Applicable.

Position/Schedule Requirements

Position/Schedule Requirements Overtime occasionally, Weekend work occasionally

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at [phone] or send an email to [e-mail]
Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.

Equal Opportunity Employer Statement

The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.

Required Documents

• Curriculum Vitae / Resume
• Cover Letter
• List of References

Optional Documents

Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

• * Please select the response below that best describes your experience/education for the Technology Support Analyst-Contributing position.
  • Bachelor's, Master's or Doctorate degree in Computer Science, Computer Engineering, Math or Engineering or related technical degree or related technical degree from an appropriately accredited institution; 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
  • 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
  • A combination of post high school education and/or related experience to equal five years; or
  • None of the above.
• * Do you have professional experience providing technical support over the telephone in a help desk, servicedesk, or call center environment?
  • Yes
  • No
• * Do you have experience managing concurrent customer conversations or handling technical support tickets through a live chat queue?
  • Yes
  • No
• * Do you have professional experience troubleshooting hardware or software issues in a face-to-face walk-in support environment?
  • Yes
  • No
• * Please describe your telephonetechnical support experience.

  (Open Ended Question)

• * Please describe what excellentcustomer service means to you.

  (Open Ended Question)