Technology Support Analyst

The School of Medicine Information Technology (IT) Office provides centralized computer support and information system support for the School of Medicine community, from medical students to faculty to administrative staff. Services include central help desk and desktop support; administrative and clinical application support; novel application development and database hosting; research IT and data science initiatives; infrastructure services including physical, virtual, and cloud provisioning; physical networking installation and management; and web development. Additional services include managing the School of Medicine official web presence; classroom video recording and streaming systems; video production and editing; video conferencing; and digital signage.

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.

This position will report to the Hub Lead. This position provides service oriented technical support and/or training to UNC School of Medicine faculty, staff, and students for a variety of hardware, software, operating systems, and networks. Principal duties require substantial knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems both over the phone and in person. As an escalation point of contact for Technicians, he/she will participate in efforts to collaborate with School of Medicine IT colleagues and external technical support groups. Escalation to higher-level Technical Support Analyst/Specialist may also be necessary. Duties also include identifying technical trends and participating in technical projects. Candidate must have excellent customer service skills and work well independently and in a team environment. The incumbent provides support to further and achieve the goals and priorities established by the leadership of the School of Medicine.

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.

Candidate must have strong customer service skills, express a customer centric attitude and work well in a team environment. Experience with Macintosh, Windows, Smartphones and computer hardware is required. Candidate must be able to work independently, or with other SOM IT Techs in the field. The candidate must be able to demonstrate the ability to resolve both routine and non-routine problems using standard troubleshooting procedures. The candidate must also be able to mentor entry level technicians to assist them in developing their technical skills.

Microsoft Office and Windows desktop certifications, HDI certification. Experience with enterprise level projects is a plus; use and exposure to: SCCM, Bomgar, ServiceDesk, Remedy.