Technology Support Analyst

Posting Information Posting Information Department ITS - Customer Experience-Career Area Information Technology Is this an internal only recruitment? No Posting Open Date 10/24/2024 Application Deadline 11/06/2024 Position Type Permanent Staff (SHRA) Position Title Technology Support Analyst - Journey Salary Grade Equivalent IT03 Working Title Technology Support Analyst Position Number Vacancy ID PFull-time/Part-time Permanent/Time-Limited Full-Time Permanent If time-limited, estimated duration of appointment Hours per week 40 Work Schedule M-F 8 AM to 5 PM Work Location CHAPEL HILL, NC Position Location North Carolina, US Hiring Range $63,866 - $65,000 Pay Band Information To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet . Position Summary Information 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 ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk. 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 provide timely, customer-focused technical support services for MDS customers within the scope of the MDS service portfolio. Services in the MDS portfolio include: Hardware and software support Desktop management (imaging, remote tools, documentation) Project and consultative services This position provides technical solutions and support for the faculty and staff of MDS contracted customers, implements new technology, contributes to projects and migrations, and partners regularly with other IT staff, main-campus peers, vendors, and project managers. This position will be a contributing member of the MDS team responsible for configuration and asset management of computers, software, and related devices. This position is also responsible for the provisioning of security-related technical support for managed desktops, alert responses, and technical remediation when needed. This position is a participating team member for escalations from other technical staff and teams. 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 This position requires exceptional customer service skills with hands-on technical support. Experience supporting both Windows and Mac OS desktops in a managed environment(s). Advanced understanding and application of desktop management tools for both Windows and Mac OS desktops. 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 support requests. These resources can include both the creation and application of written documentation, collaboration with ITS and departmental colleagues within the University community, online chat, email, and other communication mediums. Technical support experience directly serving customers through hands-on desk side support, telephone support, and email communication. Experience with project management and coordination. Preferred Qualifications, Competencies, and Experience Campus IT experience (UNC or other campus environment). Technical support experience in a university or academic environment. Knowledge and competency of Office 365 applications and usage. Understanding of Microsoft Active Directory OU principles and management. Demonstrable experience with remote desktop technologies for the support and maintenance of Windows and Mac OS operating systems. Working knowledge of desktop security tools and technologies, vulnerability scanning and workstation remediation. ITIL Foundations certification. Security certification. Required Licenses/Certifications Special Physical/Mental Requirements This position requires the ability to move equipment up to 50 pounds as well as the ability to stand while working for one hour or more at a time. Campus Security Authority Responsibilities Not Applicable. Position/Schedule Requirements Evening work occasionally, Overtime occasionally, Valid NC Driver's License, Weekend work occasionally Special Instructions Quick Link Information Office 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) or send an email to employmentunc.edu Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status. Equal Opportunity Employer Statement 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.

Created: 2024-10-31