Technology Support Specialist

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 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.

The primary work responsibility is to provide Tier 2 advanced technical support to students, faculty, and staff who contact the Service Desk via multiple channels. The Service Desk provides technical consultation and support for the UNC community via phone, web, chat, and walk-up. Tier 2 employees are expected to provide next-level technical support via the communication method preferred by the customer. Individuals in this role will also provide on demand technical support for the Service Desk Tier-1 groups, assist Tier 3 and Departmental Support with advance technical and non-technical issues, address operational and customer satisfaction issues that arise. Tier 2 team members are expected to have broad technical knowledge to solve a wide variety of issues, but also frequently serve as leads in one or two particular areas, such as Microsoft 365 administration/support, Zoom administration/support, Adobe administration/support, Wordpress support, and Knowledge Management. Minimum Education and Experience Requirements

Associate's degree in Computer Information Technology, Computer Technology Integration; Networking Technology, or related areas and two years of experience in the Information Technology field related to the position's role; or a

• Bachelor's degree from an appropriately accredited institution and three years of experience in the Information Technology Field related to the position's role, or a
• Bachelor's degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one year of experience in the Information Technology Field related to the position's role; or an equivalent combination of education and experience.
• Journey level requires an additional one year of experience.
• Advanced level requires an additional two years of experience. Management Preferences

• Experience writing knowledge management articles
• Experience with Microsoft 365 support responsibilities
• Zoom support experience
• Experience supporting of a learning management system (Sakai, Blackboard, Canvas, Moodle, etc.)
• Customer service experience developed over progressive phone/chat/in-person support positions

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.