Technical Support Analyst

Posting Information Posting Information Department ITS - Customer Experience-607000 Career Area Information Technology Is this an internal only recruitment? No Posting Open Date 10/18/2024 Application Deadline 10/31/2024 Position Type Permanent Staff (SHRA) Position Title Technology Support Analyst - Contributing Salary Grade Equivalent IT01 Working Title Technical Support Analyst Position Number 00057694 Vacancy ID P019737 Full-time/Part-time Permanent/Time-Limited Full-Time Permanent If time-limited, estimated duration of appointment Hours per week 40 Work Schedule 40 hours per week/ 8a - 5p Mon - Fri; hours are subject to change based on business needs Work Location CHAPEL HILL, NC Position Location North Carolina, US Hiring Range $49,611 - $52,000 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. ITS Customer Experience and Engagement (CE&E) 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. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC-Chapel Hill. We log all incidents and service requests, execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information, advice and guidance. Additionally, we work closely with the specialized Help Desks provided by different departments and schools on campus. This position provides Tier 1 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 Professional, various E-mail clients, Internet browsers, networking, and campus IT services. Technical support is provided via phone, web, email, chat, walk-up and social media channels. Principal duties involve diagnosing and resolving 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. Required Qualifications, Competencies, and Experience Intermediate knowledge and understanding of supported applications Customer relationship tracking system experience Previous service desk experience Exceptional communication skills Exceptional customer service skills Power user understanding of Windows and Mac environments Strong interpersonal skills Preferred Qualifications, Competencies, and Experience Telephone technical support experience Academic environment experience Team Dynamix experience Microsoft Office Exchange Windows and Apple Products and Operating Systems Campus IT experience (UNC or other campus environment) Programming language knowledge ERP, Oracle, Banner or similar systems support Ability to multi-task (i.e., typing and talking) Required Licenses/Certifications Special Physical/Mental Requirements When working on the phones and chat, the position requires long-term sitting at a desk for 8 hours a day. Campus Security Authority Responsibilities Not Applicable. Position/Schedule Requirements Evening work occasionally, Overtime occasionally Special Instructions Quick Link https://unc.peopleadmin.com/postings/290065 Contact 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) 843-2300 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.