Technology Support Analyst

ITS User Support & Engagement 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.

The ITS Service Desk provides technical and customer support to UNC-Chapel Hill students, faculty and staff as a single point of contact. Customers can access services via phone, live chat, walk-in, web and social media engagement. Students, faculty, staff, retirees, prospective students, parents and University affiliates. Walk-In Services is intended to support students, faculty, and staff with their personal and institutional technical support needs at our Undergraduate Library and SASB locations.

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 provides Tier 1 (intermediate/advanced) 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 CCIhardware, Microsoft Windows, Mac OS operating systems, Microsoft Office 365, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate/advanced technical support is provided via phone, web, email, walk-up and social media channels. Principal duties involve diagnosing and resolving intermediate/advanced customer technical problems in collaboration with Service Desk colleagues and other technical staff.

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.

• Intermediate/advanced troubleshooting skills

• Excellent customer service skills

• Knowledge of supported apps and services

• Intermediate computer hardware troubleshooting

• Phone support experience

• ITIL certification

• HDI certification

• Chat support experience

• At least 2 years of technical support experience

• CRM experience

• WordPress Experience

• Campus IT experience

• ERP, Oracle, Banner or similar systems support

• Ability to multi-task i.e. typing and talking

100% technical support over the phone which requires long term sitting or standing at a desk for 8 hours a day.