Department | SOG Information Management-375104 |
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Career Area | Information Technology |
Is this an internal only recruitment? | No |
Posting Open Date | 03/20/2024 |
Application Deadline | 03/27/2024 |
Position Type | Permanent Staff (SHRA) |
Position Title | Technology Support Analyst – Journey |
Salary Grade Equivalent | IT03 |
Working Title | Service Desk Specialist |
Position Number | 20062670 |
Vacancy ID | P018834 |
Full-time/Part-time Permanent/Time-Limited | Full-Time Permanent |
If time-limited, estimated duration of appointment | |
Hours per week | 40 |
Work Schedule |
Monday – Friday 9am-5pm |
Work Location | Chapel Hill, NC |
Position Location | North Carolina, US |
Hiring Range | $63,865 – $74,000 |
Pay Band Information |
To learn more about the pay band for this branch and role, please see . |
Be a Tar Heel! |
A global higher education leader in innovative teaching, research and public service, the consistently ranks as . 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 for career growth, skill development and lifelong learning and enjoy 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 , paid leave, and a variety of health, life and retirement plans and additional programs that support a healthy work/life balance. |
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Primary Purpose of Organizational Unit |
The School of Government at the University of North Carolina at Chapel Hill works to improve the lives of North Carolinians by engaging in practical scholarship that helps public officials and citizens understand and improve state and local government. As the largest university-based local government training, advisory, and research organization in the United States, the School of Government offers up to 200 courses, webinars, and specialized conferences for more than 12,000 public officials each year. In addition, faculty members annually publish approximately 50 books, manuals, reports, articles, bulletins, and other print and online content related to state and local government. The School is also home to a nationally ranked graduate program in public administration and specialized centers focused on information technology and environmental finance. The Information Technology/Facilities division supports the IT needs of faculty and staff at both the School of Government and the School of Law by collaborating to identify innovative ways to extend the Schools’ missions. Dedicated to high-quality, thoughtful solutions, the Information Technology team works with faculty and staff to make information and learning experiences accessible and engaging for the Schools’ students and clients. Daily operations include service and support, research and development, consultation and guidance, as well as infrastructure and system maintenance. Additionally, the division works to keep the School of Government’s physical facilities safe, efficiently run, and comfortable for internal and external partners. |
Position Summary |
The Service Desk Specialist provides Tier 2 technical support and customer support for desktop/laptop and technical issue resolution, serves as the audio/visual advanced support, coordinates machine deployments, coordinates special projects and performs room setups as needed. This position also creates a knowledge base and user documentation repository to be used by the Service Desk and user community at the School of Government. This position will provide advanced support relating to Windows and Mac operating systems, Microsoft O365, Adobe Creative Suite, web browsers and web-based applications, Lyris listserv management software, Microsoft Teams, SharePoint, Zoom, and other software and hardware as needed. |
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 |
Advanced knowledge of Windows and Mac operating systems Advanced knowledge of Microsoft O365 Suite, including Teams and OneDrive A/V hardware Queue management/ticket monitoring applications Remote desktop support applications Advanced knowledge of Active Directory |
Preferred Qualifications, Competencies, and Experience |
Zoom and Zoom Rooms Technical writing |
Required Licenses/Certifications | |
Special Physical/Mental Requirements |
Ability to lift 50 pounds at waist height with or without accommodation Ability to occasionally climb ladders with or without accommodation |
Campus Security Authority Responsibilities |
Not Applicable. |
Position/Schedule Requirements | |
Special Instructions | |
Quick Link |
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 [email protected] Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status. |
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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. |
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, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.
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