Technology Support Analyst

Job description

Position Type:

Permanent Staff (SHRA)

Is this an internal only recruitment?:

No

Position Title:

Technology Support Analyst - Contributing

Working Title:

Technology Support Analyst

Position Number:

00055584

Vacancy ID:

P012270

Budgeted Hiring Range:

$45,000 - $47,000

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:

IT01

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

Full-Time Permanent

Hours per week:

40

Work Schedule:

M-F 10am – 7pm; hours may occasionally be subject to change due to business need

Department Name and Number:

ITS - User Supp and Engagement-607000

Date First Posted:

01/07/2021

Closing Date:

01/13/2021

Position Location:

Chapel Hill, NC

Position Posting Category:

Information Technology

Department Description:

ITS User Support & Engagement strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. The division advances the University’s role as one of the nation’s leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise.

The ITS Service Desk provides technical and customer support to UNC-Chapel Hill students, faculty and staff as a single point of contact. Customers can access services via phone, live chat, walk-in, web and social media engagement. Students, faculty, staff, retirees, prospective students, parents and University affiliates. Walk-In Services is intended to support students, faculty, and staff with their personal and institutional technical support needs.

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 Tier 1 (intermediate) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, Microsoft Office 365, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, walk-up and social media channels. Principal duties involve diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues.

Minimum Education and Experience Requirements:

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.
- Journey level required an additional one year of experience
- Advanced level required an additional two years of experience.

Essential Skills, Knowledge and Abilities:

  • Intermediate troubleshooting skills
  • Excellent customer service skills
  • Knowledge of supported apps and services
  • Intermediate computer hardware troubleshooting

Preferred Qualifications:

  • Phone support experience
  • Live Chat support experience
  • At least 6 months of basic technical support experience
  • CRM/CSM/ITSM Tool experience
  • Campus IT experience
  • ERP, PeopleSoft or similar systems support
  • Ability to multi-task(i.e. typing and talking)

Special Physical and Mental Requirements:

When working on the phones and chat, the position requires long term sitting at a desk for 8 hours a day.

Position/Schedule Requirements:

Evening work occasionally, Overtime occasionally, Rotating shifts occasionally, Weekend work occasionally

Stimulus/ARRA Funded:

No

 

 

 

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Job No:
Posted: 1/8/2021
Application Due: 1/15/2021
Work Type: Full Time
Salary: