Technology Support Specialist

Employment Type: Permanent Staff (SHRA)

Vacancy ID: P008245

Salary Range: 61,000-65,000

Position Summary/Description:

The primary work responsibility is to provide Tier 2 advance technical support to students, faculty and staff who contact the Service Desk via multi-channels. The Service Desk provides technical consultation and support for students via phone, web chat and social media and walk-up. This could include general student employee supervision, acting as a tier 3 for advance technical and non-technical issues, and addressing operational and customer satisfaction issues that arise.

Education and Experience:

- Associate’s degree in Computer Information Technology, Computer Technology Integration; Networking Technology, or related areas and two years of experience in the Information Technology field related to the position’s role; or a
- Bachelor’s degree from an appropriately accredited institution and three years of experience in the Information Technology Field related to the position’s role, or a
- Bachelor’s degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one year of experience in the Information Technology Field related to the position’s role; or an equivalent combination of education and experience. 
- Journey level requires an additional one year of experience. 
- Advanced level requires an additional two years of experience.

Essential Skills:

• Advanced knowledge and understanding of supported applications such as Active Directory, Office 365, WordPress, and Sakai.
• Previous Service Desk experience.
• Experience in mentoring junior staff including training, assigning and monitoring work.
• Experience providing support in an Office 365 environment.
• Exceptional communication and customer service skills.
• Strong understanding of Windows and Mac environments.
• Strong interpersonal skills.
• Experience writing technical documentation.

Preferred :

• Technical training experience.
• Related information technology experience may be substituted year. for year for the required education.
• Experience writing how to documentation for end users.

AA/EEO 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.