Technology Support Technician

Job description

Posting Information

Position TypePermanent Staff (SHRA)Is this an internal only recruitment?NoPosition TitleTechnology Support Technician - JourneyWorking TitleTechnology Support TechnicianPosition Number00004053Vacancy IDP012075Budgeted Hiring Range$31,200 - $42,000Pay 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

40 hours standard 6:30am – 3:30pm Flex work schedule

Department Name and NumberInformation Technology-SOM-420401Date First Posted10/27/2020Closing Date11/10/2020Position LocationChapel Hill, NCPosition Posting CategoryInformation TechnologyDepartment Description

The School of Medicine Information Technology (IT) Office provides centralized computer support and information system support for the School of Medicine community, from medical students to faculty to administrative staff. Services include central help desk and desktop support; administrative and clinical application support; novel application development and database hosting; research IT and data science initiatives; infrastructure services including physical, virtual, and cloud provisioning; physical networking installation and management; and web development. Additional services include managing the School of Medicine official web presence; classroom video recording and streaming systems; video production and editing; video conferencing; and digital signage.

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 for the School of Medicine as part of Classroom Services and Academic Technology Services for the School of Medicine IT department. The candidate will provide a combination of Tier I and Tier II support with occasional Tier III.

The candidate will support students, educators, administration, and researchers with conferencing and collaboration systems, utilizing a variety of remote support tools and monitoring systems. The candidate will be the primary triage of incoming support calls and tickets. They will be responsible for assigning tickets and solving tickets on a daily basis.

The candidate will assist with technical operations of classrooms in support of the School of Medicine, virtually working one-on-one orienting faculty and distinguished speakers on the use of classroom technologies and distance learning platforms.

The candidate will be responsible for solving and reporting on A/V and computer issues as part of the Academic Technology Services department; escalation of complex support issues to either the A/V Engineering Group or Client Services will be part of standard operations.

The candidate should have the skills and technical knowledge to work competently with the following:
•Windows and Macintosh operating systems
•Should have an understanding of basic audio-visual concepts.
•Perform routine maintenance on A/V equipment.
•Knowledge of education technology

The candidate should have strong customer support skills and the ability to work as part of a team or independently.

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 demonstrate a high level of customer service skills and well-developed communication skills and professionalism. The candidate should be able to work in a team-orientated environment while being able to work independently
The candidate should have the skills and technical knowledge to work competently with the following:
• Knowledge of educational technology such as audience response systems,
lecture capture, and learning management systems
• Basic audio-visual concepts
• Windows and Macintosh operating systems
• Ability to work independently or as part of a team
• Passion for emerging technology
• Great work ethic and a positive attitude
• Basic knowledge of video conferencing technology

Preferred Qualifications

Direct Customer support with the use of educational technology
Experience with remote monitoring and diagnostic tools are a plus.
Research of new and evolving A/V technologies is an integral part of this position.
Audio/Video and computer certifications are a plus.

Required Licenses/Certifications Special Physical and Mental Requirements

Position requires multiple work locations around campus and the ability to move quickly from work location to work location. Candidate should be able to lift 50lbs.

Position/Schedule RequirementsPosition AttributesStimulus/ARRA FundedNoQuick Link 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. * Do you have experience with audiovisual equipment operation and maintenance?
    • Yes
    • No
  3. * Do you have experience with videoconferencing, collaborative and classroom technologies, complex A/V systems and support, lecture capture solutions, and control systems?
    • Yes
    • No




Diversity Profile: University



View more

Learn more on Inside Higher Ed's College Page for University

Arrow pointing right
Job No:
Posted: 10/29/2020
Application Due: 11/10/2020
Work Type: