Senior Tech. Support Technician

Job description

Posting Information

Position Information

Position TypePermanent Staff (SHRA)Is this an internal only recruitment?NoPosition TitleTechnology Support Technician - JourneyWorking TitleSenior Tech. Support TechnicianPosition Number00059767Vacancy IDP010799Budgeted Hiring Range$45,000 - $51,000Pay Band Information

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

Salary Grade EquivalentIT01Full-time/Part-time Permanent/Time-LimitedFull-Time PermanentIf time-limited, estimated duration of appointmentHours per week40Work Schedule

Monday – Friday, 7am – 4pm Flexibility is required for occasional shift changes. Overtime/weekend work occasionally.

Department Name and NumberInformation Technology-SOM-420401Date First Posted09/17/2019Closing Date09/24/2019Position LocationChapel Hill, NCPosition Posting CategoryInformation Technology Position Summary Information

Department Description

School of Medicine IT is the centralized Information Technology group within the School of Medicine. It is the main interface with UNC Information Technology Services department and consists of the following units: Client Services and Support, Information Security and Privacy, Academic Technology, Research IT, and Infrastructure and Operations. School of Medicine IT provides centralized computer services and information system resources for the entire School of Medicine community, from medical students to faculty to staff. The School of Medicine consists of 9000+ employees. Services provided include applications support for administrative, clinical, and research development, walk-in, deskside, and remote support, resources supporting research activities, and support for network access to resources available on campus and the Internet. School of Medicine IT also provides extensive web/graphics development and support, and the development of numerous web-based database projects. Other services include information Security, a variety of digital media services including video conferencing, support of classroom video systems, and video recording, production and editing.

Equal Opportunity Employer

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.

Position Description

This position provides daily audio/visual and computer technical support as part of classroom and conferencing Support for Academic Technology Services as part of School of Medicine IT. The candidate will provide a combination of Tier I, Tier II and Tier III support.
The candidate will assist with technical operations of classrooms in support of the School of Medicine; working one-on-one orienting faculty and distinguished speakers on the use of classroom technologies.
The candidate will be responsible for reporting on A/V and computer issues as part of the Office of Information Systems department; escalation of complex support issues to either the A/V Engineering Group or Client Services will be part of standard operations. This position will often be the lead on projects and will maintain project management ownership from conception to completion.

Minimum Education and Experience Requirements

Graduation from high school and one year in the field of technology related to the position’s role.
- Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience.
- Journey level requires an additional six months experience
- Advanced level requires an additional one year of experience.

Essential Skills, Knowledge and Abilities

The candidate should have the skills and technical knowledge to work competently with the following:
•Windows or Macintosh operating systems
•Should have an understanding of audio/visual concepts.
•Performing routine maintenance on A/V equipment.
•Operating audio/video production equipment in support of video conferencing and live events.
•Knowledge of education technology use for teaching i.e. Audience Response systems, Lecture Capture, Web conferencing
The candidate should have strong customer support skills and the ability to work as part of a team or independently.

Preferred Qualifications

Experience providing direct customer support with the use of educations technology.
Ability to utilize analytics and generate reports.
Experience with remote monitoring and diagnostic tools are a plus.
Experience researching new and evolving A/V technologies.
Audio/Video and computer certifications are a plus.

Required Licenses/Certifications Special Physical and Mental RequirementsPosition/Schedule RequirementsOvertime occasionally, Weekend work occasionallyPosition AttributesStimulus/ARRA FundedNoQuick 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.

Applicant DocumentsRequired Documents
  1. Curriculum Vitae / Resume
Optional Documents
  1. Cover Letter
Posting Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Please select the response below that best describes your experience/education for the Technology Support Technician-Journey position.
    • Associate's, Bachelor's, Master's, or Doctorate in the field of technology
    • High school diploma/GED or unrelated degree and at least 1 year and 6 months of experience in the field of technology related to the position's role
    • Combination of related post high school education and/or experience in the field of technology to equal at least 1 year and 6 months (ex. 1 year of college in IT related major; and 6 months of work experience in IT field)
    • None of the above.
  2. * Please describe your experience providing support for audio/visual hardware and software.

    (Open Ended Question)

  3. * Can you provide tech support for computers?
    • Yes
    • No




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Job No:
Posted: 9/18/2019
Application Due: 9/26/2019
Work Type: