Technology Support Technician

Job description

Position Type:

Permanent Staff (SHRA)

Is this an internal only recruitment?:


Position Title:

Technology Support Technician - Journey

Working Title:

Technology Support Technician

Position Number:


Vacancy ID:


Budgeted Hiring Range:

$31,200 - $42,000

Pay Band Information:

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

Salary Grade Equivalent:


Full-time/Part-time Permanent/Time-Limited:

Full-Time Permanent

Hours per week:


Work Schedule:

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

Department Name and Number:

Information Technology-SOM-420401

Date First Posted:


Closing Date:


Position Location:

Chapel Hill, NC

Position Posting Category:

Information Technology

Department 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.

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.

Stimulus/ARRA Funded:





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Job No:
Posted: 11/10/2020
Application Due: 11/30/2020
Work Type: