Technology Support Analyst

University of North Carolina - Chapel Hill; Elkins Hills (NC); On-site; USD 50,000 - 52,000; Full time

Job summary

University of North Carolina - Chapel Hill is seeking a Technology Support Analyst to provide Tier 1 IT support for faculty, staff and students across Windows, Mac OS, VPN, and M365. The role involves phone, web, email, chat, and walk-up support, with a focus on prompt issue diagnosis and customer service.

The position is located in Chapel Hill, NC and offers a stable, full-time schedule with potential hybrid arrangements.

Qualifications

• Tier 1 technical support to faculty, staff and students for a variety of applications and services.
• Experience with Windows and Mac OS support and M365.
• Ability to diagnose and resolve intermediate customer IT problems in collaboration with Service Desk colleagues.

Responsibilities

• Provide Tier 1 technical support via phone, web, email, chat, and walk-up.
• Diagnose and resolve routine IT issues for campus users.
• Collaborate with Service Desk colleagues to escalate and resolve complex problems.

Skills

Customer service

Phone support

Windows support

Mac OS support

Education

Associate's degree in IT or related

Bachelor's degree in CS/Engineering or related

Equivalent combination of education and experience

Tools

CRM/TDX system

Service Desk software

VPN/MFA

Job description

Posting Information

Department: ITS - Customer Experience-607000

Career Area: Information Technology

Is this an internal only recruitment?: No

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: 40

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 varietyofapplications and services used across a wide range of systems, networks, and platforms. Areas of supportinclude 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 Deskcolleagues. An employee in a Tier 1 position will have a 'primary team' of either phones/chat or walk-in, but willperform all service desk functions.

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfactionthrough 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
• Previous service desk experience
• Academic environment experience
• Windows and Mac OS support experience

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

Overtime occasionally, Weekend work occasionally

Quick Link

https://unc.peopleadmin.com/postings/327705

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.