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, Microsoft Office Professional, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, chat, walk-up and social media channels. 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.

Requirements

• Intermediate knowledge and understanding of supported applications
• Customer relationship tracking system experience
• Previous service desk experience
• Exceptional communication skills
• Exceptional customer service skills
• Power user understanding of Windows and Mac environments
• Strong interpersonal skills

Nice To Haves

• Telephone technical support experience
• Academic environment experience
• TDX experience
• Microsoft Office Exchange
• Windows and Apple Products and Operating Systems
• Campus IT experience ( UNC or other campus environment)
• Programming language knowledge
• ERP , PeopleSoft or similar systems support
• Ability to multi-task (i.e., typing and talking)

Responsibilities

• Diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues.
• Performing all service desk functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees