IT Support Analyst

Job description

Posting Details

Position Information

Position Type Temporary Staff (SHRA) Job Title IT Support Analyst Department Name Information Technology-SOM - 420401 Vacancy ID S014934 Position Posting Category Information Technology Hiring Range $25.00 - $35.00 Full-time/Part-time Full-Time Temporary If part-time, how many hours per week? 40 Work Schedule

Monday – Friday, 8am-5pm.

Proposed Start Date 07/15/2019 Estimated Duration of Appointment 6 months not to exceed 11 months Posting Open Date 06/13/2019 Posting Close Date 06/27/2019 Description of Work

The IT Support Analyst will provide service oriented technical support to UNC School of Medicine faculty, staff, and students for a variety of software/web applications. Principal duties require working knowledge, technical aptitude and analytical skills in diagnosing and resolving customer problems either over the phone, web (remotely) or in person. Working on complex technical problems, he/she will participate in efforts to collaborate with School of Medicine IT colleagues and external technical support groups.

Duties also include identifying technical trends and participating in technical projects. Candidate must have excellent customer service skills and work well independently and in a team environment.

Provide support to further and achieve the goals and priorities established by the leadership of the School of Medicine.

Responsibilities include, but are not limited to:
Intake and Triage
•Watches service/support queues and provide support. If needed, escalate ticket to appropriate person/unit via internal communication tools.
•Works with unit leadership to classify support types and processes for the future, including, handling support of “unsupported” software.
•Provides input and manages improvement efforts to streamline triage from between units within School of Medicine IT.
Application Support
•Maintains a working knowledge of deployed applications, including functions and usage.
•Provides application/systems assistance and support to customers.

Documentation and Training
•Creates support materials and training for our custom developed systems for units within School of Medicine IT and/or customers including short videos when appropriate.

Liaison to units within School of Medicine IT
•Creates materials and training to help units within School of Medicine IT.

Education 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.

Preferred Qualifications:
•Preference for individuals with previous customer service / help desk / software/web development experience.
•Experience in an academic/medical setting.

Special Physical and Mental Requirements Equal Opportunity Employer Statement

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.

Stimulus/ARRA Funded No Special Instructions Temporary Employment Policies

Temporary Employment Policies

Quick Link Contact Information

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to [email protected]

Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.

Optional and Required Documents Required Documents
  1. Curriculum Vitae / Resume
Optional Documents
  1. Cover Letter
  2. Other Document
Supplemental Questions

Required fields are indicated with an asterisk (*).




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Job No:
Posted: 6/14/2019
Application Due: 6/27/2019
Work Type: