Technology Support Analyst

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 ofapplications 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 ServiceDesk, including the Business Systems Help Desk.

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

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., 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 Special Instructions Quick Link https://unc.peopleadmin.com/postings/327705