Job Description:

Department:

ITS - Customer Experience-607000

Career Area:

Information Technology

Is this an internal only recruitment?:

No

Posting Open Date :

12/19/2024

Application Deadline:

01/02/2025

Position Type:

Permanent Staff (SHRA)

Position Title:

Technology Support Analyst - Contributing

Salary Grade Equivalent:

IT01

Working Title:

Technology Support Analyst

Position Number:

00055584

Vacancy ID:

P019978

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

Full-Time Permanent

Hours per week:

40

Work Schedule:

40 hours per week/ 8a - 5p Mon - Fri; hours are subject to change based on business need

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.

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, Microsoft Office Professional, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, chat, walk-up and social media channels. 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.

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.

Required Qualifications, Competencies, and Experience:

• Intermediate knowledge and understanding of supported applications


• Customer relationship tracking system experience


• Previous service desk experience


• Exceptional communication skills


• Exceptional customer service skills


• Power user understanding of Windows and Mac environments


• Strong interpersonal skills

Preferred Qualifications, Competencies, and Experience:

• Telephone technical support experience


• Academic environment experience


• Team Dynamix or similar experience


• Microsoft Office


• Exchange


• Windows and Apple Products and Operating Systems


• Campus IT experience (UNC or other campus environment)


• Programming language knowledge


• ERP , PeopleSoft or similar systems support


• Ability to multi-task (i.e., typing and talking)

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

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