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Senior Support Analyst

Employer
University of North Carolina at Chapel Hill
Location
Chapel Hill, NC

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Job Details

Department:

Morehead Planetarium-524500

Career Area:

Information Technology

Is this an internal only recruitment?:

No

Posting Open Date :

04/22/2024

Application Deadline:

05/20/2024

Position Type:

Permanent Staff (SHRA)

Position Title:

Technology Support Analyst - Journey

Salary Grade Equivalent:

IT03

Working Title:

Senior Support Analyst

Position Number:

20062396

Vacancy ID:

P018988

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

Full-Time Permanent

Hours per week:

40

Work Schedule:

Monday-Friday; 8am – 5pm

Work Location:

Chapel Hill, NC

Position Location:

North Carolina, US

Hiring Range:

$60,317-$67,414

Pay Band Information:

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

Be a Tar Heel!:

A global higher education leader in innovative teaching, research and public service, the University of North Carolina at Chapel Hill consistently ranks as one of the nation’s top public universities. Known for its beautiful campus, world-class medical care, commitment to the arts and top athletic programs, Carolina is an ideal place to teach, work and learn.One of the best college towns and best places to live in the United States, Chapel Hill has diverse social, cultural, recreation and professional opportunities that span the campus and community.University employees can choose from a wide range of professional training opportunities for career growth, skill development and lifelong learning and enjoy exclusive perks for numerous retail, restaurant and performing arts discounts, savings on local child care centers and special rates on select campus events. UNC-Chapel Hill offers full-time employees a comprehensive benefits package, paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance.

Primary Purpose of Organizational Unit:

Morehead Planetarium and Science Center is a national leader in informal science education, utilizing the University of North Carolina at Chapel Hill’s resources to educate the public and promote a better understanding of science.

Since its founding in 1949 as the first planetarium on a college campus and the first in the South, millions of North Carolinian students, teachers, and families – as well as visitors from around the world – have benefitted from Morehead’s science programs.

In the 1960s and 1970s, Morehead played a significant role in expanding humankind’s exploration of the cosmos by training 62 NASA astronauts in celestial navigation, including 11 of the 12 who walked on the Moon. Today, Morehead is inspiring the next generation of scientific explorers through top-notch educational and public programming, including fulldome planetarium shows, interactive exhibits, hands-on classes, summer camps, and statewide outreach like the annual North Carolina Science Festival.

With a commitment to advancing equitable and inclusive science learning and education through community engagement, an exceptional visitor experience, and efforts to increase workplace belonging, Morehead aspires to achieve its mission of Science for All.

Position Summary:

This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.

This position will report to the Morehead Planetarium and Science Center (MPSC) Information Technology(IT) Manager. This position provides service-oriented technical support and/or training to MPSC staff and guests for a variety of hardware, software, operating systems, systems tasks, and networks. Principal duties require substantial knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems both over the phone, email, online virtual conferencing, and in person. This position assists with helpdesk requests, systems tasks, and support of our staff and spaces – including classrooms, theaters, A/V technologies, and event spaces. The IT staff are remote from most of our staff. A driver’s license is required for this position to transport equipment to all our locations as well as to make trips to ITS Manning and ITS Franklin. In addition, this person has administrative duties and assists the MPSC IT manager in planning and analysis. This position will regularly create documentation, procedures, policies, and host live trainings internal and external to the MPSC IT team. As an escalation point of contact for technicians (including student IT technicians), they will participate in efforts to collaborate with external technical support groups including campus ITS. This position will be expected to perform at a level that demonstrates high technical ability, excellent customer service, close attention to detail, and the ability, desire to learn new technical skills in the field, and work well independently and in a team environment. This position will schedule work with customers and keep them informed of status.

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.

Required Qualifications, Competencies, and Experience:

- Demonstrated experience with Microsoft Windows and Apple MacOS/iOS system administration.
- Demonstrated experience in image creation and deployment in Microsoft Windows and Apple MacOS/iOS environments.
- Exceptional customer service skills with hands-on technical support experience supporting both Windows and Mac OS desktops and laptops in a managed environment(s).
- Strong communication and interpersonal skills with the ability to interact with a broad range of customers.
- Ability to use a variety of resources to fulfill routine and non-routine support requests. These resources can include both the creation and application of written documentation, collaboration with MPSC IT staff and IT colleagues within the University community, online chat, email, and other communication mediums. – Ability to multi-task and set priorities.
- Ability to work both independently and in a team.
- Ability to mentor technicians and student technicians in developing their skills.
- Strong attention to detail.
- North Carolina driver’s license or the ability to obtain one.

Preferred Qualifications, Competencies, and Experience:

- Knowledge of UNC policies and systems.
- Experience with VMWare and XCP-ng.
- Experience with TrueNAS.
- Experience with Docker.
- Experience with JAMF Pro and Microsoft SCCM.
- Experience with Thinkbox Deadline.
- Experience with Render Farms. – Project management experience.
- Microsoft Office and Windows desktop certifications.
- Experience with mobile device management solutions.
- Windows scripting experience (batch and PowerShell).

Special Physical/Mental Requirements :

* Requires the ability to frequently lift / move items weighing up to 50 pounds with or without reasonable accommodation.
* Requires the ability to connect/disconnect computer components under and around desks as needed with or without reasonable accommodation.

Campus Security Authority Responsibilities:

Not Applicable.

Position/Schedule Requirements:

Evening work occasionally, Night work occasionally, On-call occasionally, Overtime occasionally, Valid NC Driver’s License, Weekend work occasionally

Special Instructions:

H-1B sponsorship is not available for this position.

Organization

The nation’s first public university is at the heart of what’s next, preparing a diverse student body to become creators, explorers, innovators and leaders in North Carolina and throughout the world. Carolina’s nationally recognized, innovative teaching, campus-wide spirit of inquiry and dedication to public service continue the legacy that began in 1795 when the University first opened its doors to students.

Here, in one of America's most beautiful college settings, we offer exceptional careers in richly diverse fields. Come explore what UNC-Chapel Hill has to offer you.


Undergraduate Enrollment: 19,117

Graduate/Professional Enrollment: 10,894

Total Student Enrollment: 30,011

Founded: 1789, as the first state university in the United States

Type of Institution: Public, four-year

Undergraduate Admission: 15,961

Graduate/Professional Enrollment: 10,039

Total Student Enrollment: 26,000

Faculty: 3,000

Percentage of faculty who hold Ph.D.s or the highest degrees in their field: 94 percent

Faculty/student ratio: 1/14

Location: UNC is located in the heart of Chapel Hill, the best college town in America! It's a friendly town of about 40,000 in the geographical center of North Carolina. Chapel Hill is at the western point of the Research Triangle, an area of about one million people, comprised of Chapel Hill, the cities of Durham and Raleigh, and the Research Triangle Park, home of many corporate offices and scientific research centers. Carolina is about 30 miles from the state capital, Raleigh, and 20 minutes from Raleigh-Durham International Airport.

Chapel Hill's main street, Franklin Street, borders the campus and offers shops, coffee houses, cafés, movie theaters and houses of worship. The town has a historic district, museum, library, parks, malls, and many recreational facilities.

Origins of Carolina's students: 82 percent of UNC's freshmen are from North Carolina and 18 percent are from out-of-state. Our students come from 42 different states and our international students represent 37 countries.

Size of freshman class: Approximately 3,400

Class size: Barely five percent of undergraduate classes contain more than 100 students; two-thirds of undergraduate classes have fewer than 30 students. Forty-one percent have fewer than 20 students, including First Year Seminars, in which first-year students work closely with professors.

Sports and athletic programs: UNC is an NCAA Division I school with 28 varsity teams. Carolina is the proud home of the Dean Smith Center, Kenan Stadium, Carmichael Auditorium, Koury Natatorium, and many other fine athletic facilities. Students join more than 60 intramural and club sports, which include baseball, bowling, crew, golf, lacrosse, rock climbing, rugby, tae kwon do, and ultimate frisbee. The Student Recreation Center offers weight training, aerobics, stair machines, and all the equipment you would expect to find at a great health club! Carolina offers a newly renovated outdoor pool and indoor pools, a golf course, tennis courts, and the longest zipline in America!

Number of residence halls: Incoming undergraduates will live in one of Carolina's 29 residence halls, which are wired for Internet access and cable television. housing.unc.edu

Scholarships and financial aid: About 40 percent of UNC-Chapel Hill students receive scholarships and/or some form of financial aid. studentaid.unc.edu

Special research institutes: Institute for Research in Social Science, Institute of Outdoor Drama, Morehead Planetarium, Kenan Institute of Private Enterprise, Institute of Government, Institute of African American Research.

Career services: On-campus counseling, job fairs, résumé writing service, internships, placement services. www.unc.edu/depts/career

Technological facilities: Students find multiple uses for Carolina's state-of-the-art technological resources. They can access Carolina's computer services through Academic Technology and Networks, which manages academic computing, e-mail, microcomputing labs, interactive media presentation, video and classroom support, and a help desk. The MetaLab oversees the development of SunSITE, one of the world's busiest digital library and electronic publishing projects.

Students may open e-mail accounts, and many use campus computer resources to construct personal Web pages. Students in residence halls have hardwired network connections to the Internet and cable television in their rooms. At the ATN Training center, students may take classes on software packages and utilities. Computer labs are available for student use all over campus.

Carolina Computing Initiative: Beginning with the freshman class of 2000, undergraduates must purchase laptop computers. The University has arranged for IBM to offer computers at excellent prices. Students, faculty, and staff will enjoy cost savings, higher quality compatible equipment, and better technical support through CCI. www.unc.edu/cci

The Study Abroad program allows students to live and learn in Europe, the Middle East, Asia and the Pacific Rim, Africa, and the Americas. www.unc.edu/depts/abroad

The Honors Program offers special seminars, research programs, and the chance to design your own independent studies. www.unc.edu/depts/honors

Carolina students spend time in public service through student organizations, the Campus Y, the Carolina Center for Public Service, and courses that incorporate community service.

UNC's chapter of Phi Beta Kappa, a national collegiate honor society, is the oldest in North Carolina, dating from 1904. There are many other honorary societies at Carolina.

UNC offers ROTC programs in all branches of national military service.

Through the First Year Seminars program, first year students will understand what it means to study at a premier research university. They will learn from faculty members and share in their research in seminars of no more than 20 students.

Life outside the classroom: More than 370 clubs, teams, and student organizations offer something for everyone! You can choose from among musical and dramatic performing groups, publications, ethnic and religious clubs, the Campus Y and other service organizations, fraternities and sororities, and pre- professional organizations. Whatever your interests, you will find others at Carolina who share them! www.unc.edu/depts/union/student/listintr.htm

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