TAC Support Technician

Location
Wilmington, North Carolina
Salary
$41,300 - $42,947
Posted
Aug 01, 2017
Institution Type
Four-Year Institution

Vacancy Number: S00586
Working Title: TAC Support Technician
Career Band Title: Tech Support Technician
Location of Workplace: Main UNCW Campus
Competency Level: Journey

Essential functions of this position:
TAC provides client support to all students, faculty and staff for end-user operations including software access and functionality.
The TAC Support Technician provides excellent customer service while solving technical issues so that clients can be successful in using UNCW technology for their educational mission; provides tier 2 support (consultation and troubleshooting) to faculty, staff, and students on the use and configuration of computer operating system software such as Windows/Mac OS, and applications software such as Microsoft Office Suite, Web browsing/editing, Outlook/Exchange, Adobe Cloud, Blackboard, and multi-media hardware and software; provides primary support to students for all facets of computing/technology related inquiries. (examples are connecting personal computers to the Internet (both wired and wireless) or the university data network accessing course related materials on the Web; using campus E-mail system); researches inquiries where the solution is not immediately known; resources used include searching local and Internet knowledge bases, on-line help, manuals, peers within ITS, etc.; utilizes the most efficient and effective means for contacting customers including e-mail, phone, and ticketing system; assists faculty, staff, and students with specific projects or requests; provides accurate and courteous answers with timely call-backs and completion of requests, works with other ITS departments and staff on projects as needed to discover solutions to problems, maintains all service and support records in the ticketing system including problem resolutions; and ensures all work performed is logged in a ticket.

N.C. Minimum Required Knowledge, Skills, & Abilities:
Graduation from high school and one year in the field of technology related to the positions’ role. Computer coursework may be substituted year for year for the required experience; or an equivalent combination of education and experience.

Additional knowledge, skills, and abilities required to perform the essential functions of the position:
Knowledge and ability to use a call tracking system including problem resolution, documentation and closing tickets
Ability to troubleshoot Windows/Mac OS issues
Ability to troubleshoot software questions for Microsoft Office Suite, Web browsing/editing, Outlook/Exchange, Adobe Cloud, and Blackboard
Ability to consult with clients and communicate technical solutions

Preferred education, professional skills and experience:
Knowledge and experience to provide tier 2 support for software programs
Experience with TeamDynamix call tracking system
Excellent communication skills
Experience in a customer service role

Recruitment Range: $41,300 - $42,947
NC Salary Grade Equivalency: 63
Hours Per Week: 1.0 (40 hours per week)
Months Per Year: 12 Months
Work Days: Monday - Friday
Work Hours: 7:30AM - 4:30PM, flexibility required based on academic calendar requirements
Position Number: 1671
Job Posting Date: 07/31/2017
Job Closing Date: 08/14/2017

Special Instructions:
PLEASE NOTE: To receive full consideration, please be sure you have fully completed the entire application before you apply for this position. Failure to answer all required questions will cause the system to disqualify your application. Due to the high interest in positions at UNCW, we are happy to answer any questions you may have regarding the position if selected for an interview. Thank you in advance for your understanding.

You will be required to attach a cover letter and resume to successfully apply for this position. To receive full consideration, please be sure you have completed the ‘Work History’ section of the application before you apply for this position.

For more info/to apply visit http://jobs.uncw.edu. Applications must be submitted through the online application system to be considered.

This position is being recruited at the Journey level. If no applicants apply who meet the required competency and training & experience requirements, then management may consider other applicants. Salary would be determined based on competencies, equity, budget, and market considerations.

EEO Statement:
UNC Wilmington actively fosters a diverse and inclusive working and learning environment and is an equal opportunity employer. Qualified men and women from all racial, ethnic or other minority groups, protected veterans, and individuals with disabilities are strongly encouraged to apply.