Technology Support Specialist

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. ITS Customer Experience and Engagement 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. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC -Chapel Hill. We log all incidents and service requests, execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information, advice and guidance. Additionally, we work closely with the specialized Help Desks provided by different departments and schools on campus. The primary work responsibility is to provide Tier 2 advanced technical support to students, faculty, and staff who contact the Service Desk via multiple channels. The Service Desk provides technical consultation and support for the UNC community via phone, web, chat, and walk-up. Tier 2 employees are expected to provide next-level technical support via the communication method preferred by the customer. Individuals in this role will also provide on demand technical support for the Service Desk Tier-1 groups, assist Tier 3 and Departmental Support with advance technical and non-technical issues, address operational and customer satisfaction issues that arise. Tier 2 team members are expected to have broad technical knowledge to solve a wide variety of issues, but also frequently serve as leads in one or two particular areas, such as Microsoft 365 administration/support, Zoom administration/support, Adobe administration/support, Wordpress support, and Knowledge Management.

Requirements

• Broad technical knowledge to solve a wide variety of issues.
• Ability to reside within a reasonable commuting distance of the assigned duty station.

Nice To Haves

• Expertise in Microsoft 365 administration/support.
• Expertise in Zoom administration/support.
• Expertise in Adobe administration/support.
• Expertise in Wordpress support.
• Expertise in Knowledge Management.

Responsibilities

• Provide Tier 2 advanced technical support to students, faculty, and staff via phone, web, chat, and walk-up.
• Log all incidents and service requests.
• Execute incident and request fulfillment processes.
• Route unresolved problems to the appropriate support group.
• Communicate with users to provide information, advice, and guidance.
• Provide on-demand technical support for Service Desk Tier-1 groups.
• Assist Tier 3 and Departmental Support with advanced technical and non-technical issues.
• Address operational and customer satisfaction issues.
• Serve as leads in specific areas such as Microsoft 365 administration/support, Zoom administration/support, Adobe administration/support, Wordpress support, and Knowledge Management.

What This Job Offers

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