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Technology Support Analyst

Employer
The University of North Carolina at Charlotte
Location
Kennedy

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Administrative Jobs
Institutional & Business Affairs, Clerical & Administrative Support
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Vacancy Open to:

All Candidates

Employment Type:

Permanent - Full-time

Hours per week:

40

Months per year:

12

Position Number:

010567

NC Salary Grade Equivalency:

72

Classification Title:

Technology Support Analyst - Journey

Working Title:

Technology Support Analyst

Salary Range:

$50,557 - $60,550

Anticipate Hiring Range:

$50,557 - $60,550

FLSA Status:

Non Exempt

Division:

Academic Affairs

Department:

Office of OneIT (Adm)

Work Unit:

OneIT - Client Engagement

Work Schedule:

8:00 am – 5:00 pm; Monday – Friday

Primary Purpose of Position:

The OneIT Service Desk provides frontline help to the faculty/staff and students requesting assistance with core technology and services supporting the research, instructional, and administrative activities of the University community. Technology Support Analysts are responsible for level-one support of incoming calls, email and web inquiries, and level-two support to help mentor student employees. The OneIT Service Desk also assists in creating and maintaining support documentation online.

Minimum Education/Experience:

  • Required Minimum Qualifications:

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.

  • University Preferred Qualifications:

Graduation from a two year technical college with a major in computer science, information technology or related area and two years in the information technology field related to the position’s role; or graduation from a four year college or university and two years experience in the information technology field related to the position’s role; or graduation from a four year college or university with a major in computer science or information technology or related degree and one year experience in the information technology field related to the position’s role. Related information technology experience may be substituted year for year for the required education.

Essential Job Duties:

This is analytical work in providing consultation, support, and/or training to clients of computer or other technology-based systems. Employees are located throughout the state in agencies and universities. Employees may provide technical support of hardware, applications, operating systems and networking. This level requires a broad understanding of a wide variety of technologies to effectively support clients’ technical needs. Employees at this level are not usually involved in application development or network design; but may participate in system integration and network analysis activities. Employees interact with a broad range of clients requiring strong communication skills and ability to use a wide variety of technical resources for providing a higher level technical support to clients than the Technology Support Technician level. Employees at this level generally provide both routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a more narrowly defined area of technology. Employees refer highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology question.

Other Work Responsibilities:

- Consults with clients and higher level technicians and analysts to resolve technical problems and ensure client satisfaction.
- Independently resolves routine and non routine problems.
- Troubleshoots problems and performs diagnostics on software and/or hardware issues.
- Demonstrates a substantial working knowledge as well as understands and uses the principles, processes, and practices pertinent to the area of technical support.
- May mentor or train peers and others.
- Develops technical documentation to support clients utilizing OneIT technology and services.
- Performs quality assurance testing on new products and develops documentation and training materials as requested.
- Serves as technical lead for a new product/service when requested.
- Contributes ideas and feedback to team members to facilitate problem resolution and process improvement.
- Creates or updates technical solutions that can be posted on the OneIT Service Desk website or used internally by other team members.
- Recommends technology support/knowledge articles and publications to team members relevant to support offered by the OneIT Service Desk.
- Researches new systems and services that would integrate with the current environment to provide improved business processes.
- Assists with planning activities to develop better technological and procedural capabilities for providing support.
- Assists as necessary in determining impact to the client community for any project or task.

Incident requests and work orders are processed in the following manner:
1) determine the nature of the request, and properly record all information related to the client and issue reported or work requested in the incident management system (Cherwell);
2) regarding incidents, resolve as many as possible during the initial contact with the client; and
3) in the event that the issue cannot be resolved at initial contact because of the nature or complexity of the problem, identify appropriate higher level support group for escalation of the problem.

Regarding work orders, assign to the appropriate OneIT department.

Departmental Preferred Experience, Skills, Training/Education:

· Bachelor’s Degree or the equivalent combination of education and experience.

· Experience working in a call center environment, 2-3 years preferred.

· Demonstrated knowledge of service desk operations and technical experience.

· Experience with IT Service Management Solutions (Cherwell preferred).

· Ability to communicate with both technical and non-technical persons.

· Strong communication skills both verbal and written.

· Experience following and updating technical documentation.

· Preference given to candidates with a minimum of 3 years of customer service experience.

· Higher Education and/or state of NC experience desired.

· High attention to detail, resourceful and effective problem-solver.

Work Location:

Kennedy

Posting date:

05/31/2021

Closing date:

06/14/2021

Special Notes to Applicants:

Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application.

  • Do not write ‘see resume’ on your application when completing the job duties section.

If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).

  • Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.

Please submit a resume and cover letter with your application.

  • These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education and professional experience.

Organization

About Us

UNC Charlotte is North Carolina's urban research university. It leverages its location in the state's largest city to offer internationally competitive programs of research and creative activity, exemplary undergraduate, graduate and professional programs, and a focused set of community engagement initiatives. UNC Charlotte maintains a particular commitment to addressing the cultural, economic, educational, environmental, health, and social needs of the greater Charlotte region. 

Located in the state’s largest metropolitan area, UNC Charlotte is among the fastest growing universities in the UNC System.  A large public university with a small college feel, UNC Charlotte’s 1,000-acre campus is the home away from home for more than 29,000 students.  The University offers internationally competitive research and creative activity opportunities and exemplary undergraduate, graduate and professional programs coupled with a focused set of community engagement initiatives that enrich the region’s quality of life.

In fulfilling our mission, we envision a University that promises:

  • An accessible and affordable quality education that equips students with intellectual and professional skills, ethical principles, and an international perspective.
  • A strong foundation in liberal arts and opportunities for experiential education to enhance students’ personal and professional growth.
  • A robust intellectual environment that values social and cultural diversity, free expression, collegiality, integrity, and mutual respect.
  • A safe, diverse, team-oriented, ethically responsible, and respectful workplace environment that develops the professional capacities of our faculty and staff.

To achieve a leadership position in higher education, we will:

  • Rigorously assess our progress toward our institutional, academic, and administrative plans using benchmarks appropriate to the goals articulated by our programs and in our plans.
  • Serve as faithful stewards of the public and private resources entrusted to us and provide effective and efficient administrative services that exceed the expectations of our diverse constituencies.
  • Create meaningful collaborations among university, business, and community leaders to address issues and opportunities of the region.
  • Develop an infrastructure that makes learning accessible to those on campus and in our community and supports the scholarly activities of the faculty.
  • Pursue opportunities to enhance personal wellness through artistic, athletic, or recreational activities.
  • Operate an attractive, environmentally responsible and sustainable campus integrated with the retail and residential neighborhoods that surround us.

Dual Career

The University of North Carolina at Charlotte is committed to the recruitment and retention of highly qualified and productive faculty, administrators, and other professional staff members. We recognize that career decisions are influenced by family considerations.  For up to one year from the date of an employee’s relocation to Charlotte, the University will assist the employee’s  spouse or domestic partner with efforts to find employment within the University and/or within the surrounding area.

Diversity at UNC Charlotte

UNC Charlotte is committed to cultivating diversity and inclusion throughout the campus. Our campus community is comprised of people who represent the wide breadth of gender identities, sexualities, races and ethnicities, faith traditions, nationalities, and other social groups and backgrounds.  All of these identities and experiences enrich the University as a whole.  UNC Charlotte strives to celebrate and leverage the benefits of this diversity, and to sustain an inclusive and welcoming environment for all students, faculty, and staff.

To learn more about plans, programs, resources and news and events relating to diversity and inclusion at UNC Charlotte please use the following link: https://diversity.uncc.edu/

To access the full text of the UNC Charlotte Plan for Campus Diversity, Access and Inclusion please use the following link: https://diversity.uncc.edu/sites/diversity.uncc.edu/files/media/Campus%20Plan%20for%20Diversity%2C%20Access%2C%20and%20Inclusion%202016.pdf

Optional text if space allows….

Overview of the UNC Charlotte Plan for Campus Diversity, Access and Inclusion.

The goal of quality education for all at UNC Charlotte is the foundation for our Diversity Plan.  At its fullest potential, higher education allows students to interact with people from different backgrounds and to engage a range of ideas and perspectives.  This educational experience cultivates the skills that graduates will need to function adeptly in a global society.  

As North Carolina and the Charlotte region undergo rapid population growth and demographic change, UNC Charlotte must respond to the needs of a more diverse student population. It is imperative that the University prepare its students to become leaders and thriving citizens in a pluralistic and multicultural society. In adopting our Diversity Plan, we affirm that:

  •  

    • We believe that a diverse faculty, staff and student body are critical in advancing teaching, scholarship, and community engagement at UNC Charlotte.
    • We are committed to enhancing opportunities for living, working and learning in a diverse environment
    • We are committed to educating our students to interact effectively and respectfully in the global community. 

      The Plan identifies components of a diverse campus community and outlines steps toward building an inclusive environment that promotes the success of all students, faculty, and staff. It is a living document that affirms our institutional values and is designed to offer guidance to University departments and units for achieving the University goals for diversity.  The seven broad objectives of the Diversity Plan are:

      1: Promote a broad understanding of goals for diversity, access, and inclusion for the University through active outreach to the campus community.

      2: Recruit and graduate a diverse student body that reflects community diversity and addresses the state’s need to increase access to higher education for historically underrepresented and economically disadvantaged students.

      3: Increase the recruitment of underrepresented faculty and advance their progression through the faculty ranks.

                  4: Increase the representation of staff from underrepresented groups.

      5: Ensure the presence of institutional environments and course development that enhance learning and appreciation for the full range of diversity.

      6: Develop external relationships with the community to enhance diversity on and off campus.

                  7: Ensure the Success of the Plan through Assessment, Accountability, and Recognition.

       

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