Technical Support Analyst

Technical Support Analyst
University of North Carolina at Chapel Hill

Position Number

00057694

Application Deadline
10/31/2024

Hiring Range

$49,611 - $52,000

Equal Opportunity Employer:
The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.

Position Description: 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.

ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable, and professional IT support, in partnership with campus units. The division advances the University's role as one of the nation's leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC-Chapel Hill. We log all incidents and service requests, execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information, advice and guidance. Additionally, we work closely with the specialized Help Desks provided by different departments and schools on campus. This position provides Tier 1 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. Technical support is provided via phone, web, email, chat, walk-up and social media channels. Principal duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk colleagues.

Essential Skills, Knowledge and Abilities:

• 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:

• Telephone technical support experience
• Academic environment experience
• Team Dynamix experience
• Microsoft Office
• Exchange
• Windows and Apple Products and Operating Systems
• Campus IT experience (UNC or other campus environment)
• Programming language knowledge
• ERP, Oracle, Banner or similar systems support
• Ability to multi-task (i.e., typing and talking)

Qualifications and Experience:
- 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.

Special Physical and Mental Requirements:
When working on the phones and chat, the position requires long-term sitting at a desk for 8 hours a day.

Department Contact Name and Title: Parker Whitley

Posting Open Date: 10/18/2024

Posting Close Date: 10/31/2024

Open Until Filled: No

Office of Human Resources Contact Information: If you experience any problems accessing the system or have questions about the application process, please contact the University's Equal Employment Opportunity office.