Technology Support Technician

University of North Carolina at Chapel Hill, United States

Updated: 2 months ago
Location: Chapel Hill, NORTH CAROLINA
Job Type: FullTime
Deadline: 20 Feb 2024

Posting Information
Posting Information


Department Kenan-Flagler Bus Sch-330100
Career Area Information Technology
Is this an internal only recruitment? No
Posting Open Date 02/14/2024
Application Deadline 02/20/2024
Position Type Permanent Staff (SHRA)
Position Title Technology Support Technician - Advanced
Salary Grade Equivalent IT03
Working Title Technology Support Technician
Position Number 20061973
Vacancy ID P018701
Full-time/Part-time Permanent/Time-Limited Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week 40
Work Schedule
Sunday – Thursday, 3pm – 12am. Evening work and weekend work are both required.
Work Location Chapel Hill, NC
Position Location North Carolina, US
Hiring Range $56,025 - $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
At UNC’s Kenan-Flagler Business School, we think differently; and more importantly, we teach differently. Opening our doors as the Department of Commerce in 1919 and awarding our first degrees to 12 students in 1921 was the beginning. Today, we have become a top-ranked business school comprised of several professional and academic degree programs that serve over 3,000 students. At Kenan-Flagler, our greatest assets are our people and our culture. We are rooted in our core values of integrity, inclusion, innovation and impact, and it goes back to our founding. It’s not just something on paper, we live it, we show it. Our mission is to prepare the next generation of business leaders by providing a world class education to our students. We seek to recruit diverse, innovative, and exceptional talent to achieve this goal.
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 advanced IT Service Desk technical support for Kenan-Flagler faculty, staff, and students, providing timely support to customers via walk-in, phone, and email-based contacts. This position requires advanced technical knowledge of computers, operating systems, client-server, and cloud-based applications as well as comprehensive knowledge of the principles, methods, and techniques used in computer and network troubleshooting and support. This position will identify reoccurring problems and trends and recommend solutions to resolve. This position will serve as a technical resource for other technicians and may serve on a project team as an expert in a specialty area. This position will consult with Kenan-Flagler leadership, faculty, staff, students and higher-level IT technical specialists and analysts to resolve technical problems to support our teaching and research mission. This position requires strong interpersonal and communication skills and the ability to work effectively in a diverse community with a broad client and customer base. Demonstration of commitment to providing excellent customer service is essential.
Areas of IT Service Desk support include, but are not limited to:
* Consulting with Kenan-Flagler leadership, faculty, staff, students, peers and/or managers to develop requirements, solve advanced problems and/or proactively establish technical direction required to attain the teaching and research mission of the school.
* Testing new innovative technologies, such as artificial intelligence and cloud applications, to ensure compatibility with Kenan-Flagler systems and applications as well as secure configuration that meets UNC Information Security Control Standards.
* Collecting data for analytics, benchmarking, and trending. Develop Service Desk data reporting model.
* Installing and configuring whole disk encryption (Bit locker) to provide data encryption at rest on Kenan-Flagler managed devices.
* Configuring Sensitive User Group (SUG) computers and assisting with SUG employee security awareness orientation consultations.
* Providing support, troubleshooting and end user training for Microsoft 365 cloud applications.
* Training and mentoring student service desk apprentices.
* Assisting clients with remote access and authentication (VPN\network connectivity, Multi-factor authentication/Multi-tenant access).
* Providing live secondary classroom support services to support innovative teaching.
* Assisting with compute equipment deployments and ensuring all IT Service Management asset details are entered/updated in the ITSM tool.
* Installing and configuring hardware, software, printers to support professional business school clients. Compute device reimaging and software upgrades. Microsoft Windows, Apple MAC OS X operating systems support.
* Managing Kenan-Flagler print servers and print queues.
Minimum Education and Experience Requirements
Graduation from high school and one year in the field of technology related to the position’s role. 
- Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience. 
- Journey level requires an additional six months experience 
- Advanced level requires an additional one year of experience.
Required Qualifications, Competencies, and Experience
* Experience with cloud computing concepts and Microsoft 365 applications support
* Experience supporting a hybrid office and remote work IT environment
* Experience preparing and loading images on Windows and Apple computers
* Experience with ticket management in an IT Service Management (ITSM) system
* Experience with support of Microsoft Windows and Apple OS support
* Experience with supporting Networked Print servers and print queues
* Demonstration of commitment to providing excellent customer service
* Demonstration of strong interpersonal and communication skills and the ability to work effectively in a diverse community with a broad client and customer base.
Preferred Qualifications, Competencies, and Experience
* Familiarity with configuration and support of Bit locker drive encryption 
* Experience with end user training of Microsoft 365 applications, including Teams, SharePoint, and OneDrive
* Experience with IT Service Management (ITSM) systems, SolarWinds and ServiceNow
* Experience imaging and preparing Apple computers for deployment in an enterprise environment. JAMF and MDT experience preferred.
* Experience working in an Academic IT environment.
* Familiarity with Microsoft Active Directory
* Experience triaging end user support calls related to information security
* Ability to communicate effectively, both verbally and in writing.
* Experience with technical solution development and consultation.
Required Licenses/Certifications
Special Physical/Mental Requirements
* Ability to move objects of up to 40 lbs.
* Must have the ability to work at a computer for long periods of time.
Campus Security Authority Responsibilities
Not Applicable.
Position/Schedule Requirements Evening work, Night work, Overtime occasionally, Weekend work
Special Instructions
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
Quick Link https://unc.peopleadmin.com/postings/274775

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 [email protected]
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.

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