Technology Support Analyst

UNC-Chapel Hill • Chapel Hill, NC

1d • Hybrid

About The Position

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 provides Tier 1 (intermediate) 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 CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN , DUO , MFA , various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, chat, and walk-up. Principal duties involve diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues. An employee in a Tier 1 position will have a ‘primary team’ of either phones/chat or walk-in, but will perform all service desk functions. ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

Requirements

• Intermediate technical support skills.
• Experience with diagnosing and resolving technical problems.
• Ability to collaborate with colleagues.
• Familiarity with phone, web, email, chat, and walk-up support methods.
• Knowledge of Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services.

Responsibilities

• Diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues.
• Providing Tier 1 (intermediate) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms.
• Supporting Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services.
• Providing intermediate technical support via phone, web, email, chat, and walk-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed