Technology Support Specialist

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.

Managed Desktop Services (MDS) provides professional, efficient, customer-centered onsite and remote IT support, with an emphasis on security, reliability, usability and device lifecycle management. We offer flexible and reliable enterprise level technology support services while minimizing departmental overhead expenses.

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 provide timely, customer-focused administrative systems support services for MDS customers within the scope of the MDS service portfolio. 

This position’s primary role will be IT Asset Manager, with Configuration Management and Workstation Engineering duties as secondary responsibilities.

Examples of responsibilities include:

• Create and maintain IT asset management guidelines and practices

• Utilize asset and service management (ITSM) tools to store, track and manage IT asset inventories

• Plan and schedule asset lifecycle refresh

• Develop, document and maintain baseline configurations for configuration items

• Manage desktop engineering functions including the creation and maintenance of standard desktop images and software application packages

• Automate hardware, firmware, software and security updates

• Lead projects involving asset and configuration management deliverables

• Manage multiple projects with varying complexities to produce deliverables on-time and within scope/budget

• 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.

The incumbent in this role will be a contributing member of the team responsible for configuration and asset management of computers, software and related devices, at times handling back-end systems support and escalations from other technical staff and teams. Activities require interaction with application software, operating systems and management consoles to diagnose and resolve broader device problems as they directly relate to overall system heath, monitoring and reliability. Responsibilities require independent analyses, communication and problem solving.

• Expert knowledge of IT asset management and workstation engineering technology, policies, practices and procedures

• Experience leading projects involving asset and configuration management deliverables

• Ability to communicate effectively, including status reporting, work product documentation and project reporting

• Skilled in partnering with customers at all levels to define problems, identify solutions and facilitate change

• Proven ability to analyze complex problems and break them down into logical, actionable parts

• In-depth knowledge and experience with end-to-end delivery of asset life cycles including project management, application delivery, optimum system health practices and operational procedures

• Endpoint management leveraging Microsoft SCCM, Jamf Pro or similar tools to manage devices, package and deploy applications

• Expert knowledge of Windows and Mac OS platforms

• Expert knowledge of Active Directory, Group Policy and OU management

• Prior role of asset manager managing 500+ endpoints

• Campus IT experience (UNC or other campus environment)

• Experience in scripting to automate application updates and installations

• 3 or more years of direct experience with end user technology and support in enterprise environments

• In-depth understanding of ITIL

• Customer-first service orientation and customer service skills 

• Exceptional communication skills; maintain communication with customers and colleagues, keeping them apprised of issue status/resolution results for assigned work

• Ability to understand agendas of other functions, groups and business units within UNC and to integrate that understanding into the decision-making process of the team

• Willingness to adapt to changing business and technical priorities

• Ability to align activities and projects to promote key organizational and operational objectives

• Ability to organize and lead cross-functional project teams to produce deliverables on-time and within scope/budget

• Ability to mentor and train peers and others within the organization

• Ability to stay self-motivated and self-directed

• Ability to work independently with minimal supervision on tasks, prioritize work, schedule your day and monitor progress against defined parameters and established timelines

• Demonstrated expertise with data analysis and reporting from a variety of enterprise-class tools

• Demonstrable experience with security management tools including device encryption and client-based security hardening measures

• Experience with BYOD endpoint management (iOS, Android)

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.