Technology Support Analyst

University of North Carolina - Chapel Hill

$63,866 - $65,000
Grade: 03

remote work

United States, North Carolina, Chapel Hill

104 Airport Dr (Show on map)

Mar 21, 2025

Posting Information

Department	ITS - Customer Experience-607000
Career Area	Information Technology
Is this an internal only recruitment?	No
Posting Open Date	03/21/2025
Application Deadline	04/03/2025
Position Type	Permanent Staff (SHRA)
Position Title	Technology Support Analyst - Journey
Salary Grade Equivalent	IT03
Working Title	Technology Support Analyst
Position Number	20069800
Vacancy ID	P020254
Full-time/Part-time Permanent/Time-Limited	Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week	40
Work Schedule	M-F 8 AM to 5 PM
Work Location	CHAPEL HILL, NC
Position Location	North Carolina, US
Hiring Range	$63,866 - $65,000
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	The Computer Repair Center ( CRC) is a Lenovo-certified, Dell-certified and Apple-authorized computer repair center, located on campus. It provides students, faculty and staff with the quickest possible computer hardware repair of their Apple, Dell and Lenovo model laptops and desktops.
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. This position will provide timely, customer-focused technical support services for MDS customers within the scope of the MDS service portfolio. Services in the MDS portfolio include: Hardware and software support Desktop management (imaging, remote tools, documentation) Project and consultative services This position provides technical solutions and support for the faculty and staff of MDS contracted customers, implements new technology, contributes to projects and migrations, and partners regularly with other IT staff, main-campus peers, vendors, and project managers. This position will be a contributing member of the MDS team responsible for configuration and asset management of computers, software, and related devices. This position is also responsible for the provisioning of security-related technical support for managed desktops, alert responses, and technical remediation when needed. This position is a participating team member for escalations from other technical staff and teams.
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	This position requires exceptional customer service skills with hands-on technical support experience supporting both Windows and Mac OS desktops in a managed environment(s) Advanced understanding and application of desktop management tools for both Windows and Mac OS desktops Strong communication and interpersonal skills with the ability to interact with a broad range of customers Ability to use a variety of resources to fulfill support requests. These resources can include both the creation and application of written documentation, collaboration with ITS and departmental colleagues within the University community, online chat, email, and other communication mediums Technical support experience directly serving customers through hands-on desk-side support, telephone support, and email communication Experience with project management and coordination
Preferred Qualifications, Competencies, and Experience	Campus IT experience (UNC or other campus environment) Technical support experience in a university or academic environment Knowledge and competency of Office 365 applications and usage Understanding of Microsoft Active Directory OU principles and management Demonstrable experience with remote desktop technologies for the support and maintenance of Windows and Mac OS operating systems Working knowledge of desktop security tools and technologies, vulnerability scanning and workstation remediation. ITIL Foundations certification Security + certification
Required Licenses/Certifications
Special Physical/Mental Requirements	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.
Campus Security Authority Responsibilities	Not Applicable.
Position/Schedule Requirements	Evening work occasionally, Overtime occasionally, Valid NC Driver's License, Weekend work occasionally
Special Instructions
Quick Link	https://unc.peopleadmin.com/postings/298487

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 employment@unc.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.