Technology Support Analyst

The University of North Carolina; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

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.

Skills

Desktop support

Hardware troubleshooting

Software imaging

TeamDynamix

Education

Bachelor's degree in CS/CE/Math/Engineering

Tools

TeamDynamix

Job description

Primary Purpose of Department

The Office of OneIT provides highly reliable information technology infrastructure, tools and services to empower the University to achieve its academic, research, administrative and service goals.

Primary Purpose of Position

This position provides second-tier technology support for university constituents. This position serves as a technical consultant on academic and research projects for applications, operating systems, hardware, networking, and information security.

This position is responsible for the routine and non-routine maintenance and support of desktop, laptop, and tablet computer systems, including software and hardware.

This position supports the hardware, software, and research computing needs of faculty.

Summary of Position 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.

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

Preferred Education, Knowledge, Skills and Experience

• 2 years of experience in the information technology field

Special Notes to Applicants

• The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report
• The Search Committee will not contact references without first verifying permission with the finalist.
• Please ensure your resume reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.

If time-limited please indicate appointment end date

Contact Information

9201 University City BlvdCharlotte, NC 28223

Hours per week 40

FLSA Status Exempt

Division OneIT

Department Office of OneIT (Adm)