Tech Support Analyst - Contributing

Requisition Number S1301

Position Number 999333

Position Classification Title Technology Support Analyst

Functional Title Tech Support Analyst - Contributing

Position Type Staff

Position Summary

Service and Support is a department of Learning Technology within the division of Information Technology Services. The Service Desk, as part of the ITS Service and Support group, provides single point of contact for all University constituents seeking to access IT services. The Service Desk partners with the Service Operations Center in managing client issues and communications relative to enterprise incidents, as well as collaborating with other ITS groups.

The primary purpose of this position is to provide advanced technical support services to the University according to established incident management standards including initial response for all incoming service requests, resolution of Tier 1/Tier 2/Tier 3 issues for enterprise services and triage and appropriate routing and escalation of issues that cannot be resolved at the Service Desk. This position provides clients with consultation via telephone from basic to moderately complex problems with the University's network environment including support of a large standard suite of software applications (as well as customized applications) and supporting desktop environments across multiple hardware platforms. These responsibilities will include providing advanced technical support and issue resolution for enterprise applications and services, including University account administration, Banner, Canvas, email, network file space, network printing, wired and wireless network access, and Active Directory.

Additionally, this position will establish a rapport with assigned VIP workgroups through continuous communications that include regularly scheduled face-to-face meetings, developing a formal training plan with each assigned VIP workgroup to generate advanced understanding of the business processes, critical services, and service availability requirements specific to each assigned group. Acting as the primary point of contact for all service and support issues for assigned VIP workgroups, this position will ensure that client technical support needs are met and proactively verify problem resolution.
Since this position may be in daily contact with University computing technical staff, higher level consulting staff, system programmers of multiple environments and vendor technical support personnel, this position must function with a high degree of independence but also perform well within a team.

The working hours of this position will be shifts during the working hours of 7 a.m. to 10 p.m. Monday through Friday, some weekend and holiday work required.

Minimum Qualifications

An 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 a 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 requires an additional one (1) year of experience
  • Advanced level requires an additional two (2) years of experience

Alternate Option

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

Special Instructions to Applicants

Applicants are required to upload a list of references of at least three (3) professional references that includes:

  • Name,
  • Company Name,
  • Type of reference (Professional, Supervisor, Colleague, Academic or Personal). One (1) of those references will need to be a current or previous supervisor.
  • Email Address
  • Contact Phone Number

Recruitment Range $41,572 - $47,785

Org #-Department Information Technology Services - 23101

Work Hours of Position Shifts worked are between: Monday - Friday, 7 A.M. - 10 P.M.; some weekend and holiday work required.

Job Family Information Technology

Band Tech Support Analyst

Competency Level Contributing

2-4 key competencies for successful execution of job duties, including chosen level definition:

Technical Support -
Capable of resolving routine problems. Able to solicit relevant information from client in order to sufficiently describe non-routine problems to technical expert and effectively communicate solution to client. Demonstrates working knowledge of technologies and systems in place with the capability of supporting these technologies.

Planning and Organizing -
Capable of working independently on tasks, developing own work schedule and monitoring progress against defined parameters. Performs job with minimal supervision.

Technical Knowledge -
Knowledge of technology principles and terminology associated with the work unit and area of responsibility

Consultancy Skills -
Determines client needs and effectively communicates back to technical experts. Acts as technical resource to others within work specialty.

Technical Solution Development -
Works within own specialty with ability to integrate and coordinate elements of that specialty. Demonstrates working knowledge of technologies and systems in place with the capability of supporting these technologies.

Open Date 08/08/2017

Close Date 08/17/2017

Job Close Date

Type of Appointment 1.0 (Full-Time)

FLSA Non-Exempt

Salary Grade Equivalency 70

Number of Months per Year 12

Applicant Documents
Required Documents
  1. Resume/CV
  2. Cover Letter
  3. List of References
Optional Documents
  1. Reference Letter 1
  2. Reference Letter 2

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Which of the following options best describes your higher education history?
    • No Response
    • Bachelor's Degree or higher in a directly related field
    • Bachelor's Degree or higher in an unrelated field
    • Associate's Degree in a directly related field
    • Associate's Degree in an unrelated field
    • 3 years
    • 2 years
    • 1 year
    • less than 1 year
    • High School Diploma or GED
  2. * How many years of experience in a directly related field do you have?
    • No Response
    • 6 or more years
    • 5 years
    • 4 years
    • 3 years
    • 2 years
    • 1 year
    • 4 months
    • less than 4 months
  3. * Describe your customer service experience.

    (Open Ended Question)

  4. * What is your best method for dealing with difficult clients?

    (Open Ended Question)

  5. * What does excellent customer service mean to you?

    (Open Ended Question)

  6. * Please indicate how you learned of the vacant position for which you are applying:
    • UNCGjobsearch Website
    • Piedmont Triad Area Newspaper
    • The Chronicle of Higher Education
    • Inside Higher Ed
    • Other professional journal / website
    • UNC School System Job Board
    • Personal Networking
    • Facebook
    • Twitter
    • Other
  7. If you selected "Other", please provide the name of the resource here.

    (Open Ended Question)

To learn more or to apply for this position please visit our UNCGjobsearch website at



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