Technology Support Specialist
University of North Carolina - Chapel Hill, Elkins Hills, NC, United States
Technology Support Specialist - Journey
Position Summary: The ITS Customer Experience & Engagement (CE&E) Service Desk provides IT support to the UNC‑Chapel Hill community. This role is eligible for a hybrid work arrangement that may include a partially remote location, consistent with UNC policy. The Service Desk logs all incidents and service requests, executes incident and request fulfillment processes, and routes unresolved issues to appropriate support groups. Team members communicate with users by phone, web, chat, or walk‑up, providing technical consultation and guidance. The primary responsibility is to deliver Tier 2 advanced technical support to students, faculty, and staff via the preferred communication method. Tier 2 staff also provide on‑demand support to Tier‑1 teams, assist Tier‑3 and departmental support with advanced technical and non‑technical issues, and address operational and customer satisfaction concerns. Tier‑2 employees may specialize in areas such as Microsoft 365 administration, Zoom administration, Adobe administration, WordPress support, or Knowledge Management.
Minimum Education and Experience Requirements
Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and two years of IT experience related to the role;
Bachelor’s degree from an accredited institution and three years of IT experience related to the role;
Bachelor’s degree in Computer Science, Computer Engineering, Mathematics, or Engineering from an accredited institution and one year of IT experience related to the role; or an equivalent combination of education and experience.
Journey level requires an additional one year of experience.
Advanced level requires an additional two years of experience.
Preferred Qualifications
Experience writing knowledge management articles.
Experience with Microsoft 365 support responsibilities.
Zoom support experience.
Experience supporting a learning management system (Sakai, Blackboard, Canvas, Moodle, etc.).
Customer service experience developed over progressive phone/chat/in‑person support positions.
Position/Schedule Requirements
On‑call occasionally, Overtime occasionally, Weekend work occasionally.
Compensation
$72,000 – $76,000 per year.
Location
Chapel Hill, NC, United States.
Equal Opportunity Employer Statement
The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.
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Position Summary: The ITS Customer Experience & Engagement (CE&E) Service Desk provides IT support to the UNC‑Chapel Hill community. This role is eligible for a hybrid work arrangement that may include a partially remote location, consistent with UNC policy. The Service Desk logs all incidents and service requests, executes incident and request fulfillment processes, and routes unresolved issues to appropriate support groups. Team members communicate with users by phone, web, chat, or walk‑up, providing technical consultation and guidance. The primary responsibility is to deliver Tier 2 advanced technical support to students, faculty, and staff via the preferred communication method. Tier 2 staff also provide on‑demand support to Tier‑1 teams, assist Tier‑3 and departmental support with advanced technical and non‑technical issues, and address operational and customer satisfaction concerns. Tier‑2 employees may specialize in areas such as Microsoft 365 administration, Zoom administration, Adobe administration, WordPress support, or Knowledge Management.
Minimum Education and Experience Requirements
Associate’s degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and two years of IT experience related to the role;
Bachelor’s degree from an accredited institution and three years of IT experience related to the role;
Bachelor’s degree in Computer Science, Computer Engineering, Mathematics, or Engineering from an accredited institution and one year of IT experience related to the role; or an equivalent combination of education and experience.
Journey level requires an additional one year of experience.
Advanced level requires an additional two years of experience.
Preferred Qualifications
Experience writing knowledge management articles.
Experience with Microsoft 365 support responsibilities.
Zoom support experience.
Experience supporting a learning management system (Sakai, Blackboard, Canvas, Moodle, etc.).
Customer service experience developed over progressive phone/chat/in‑person support positions.
Position/Schedule Requirements
On‑call occasionally, Overtime occasionally, Weekend work occasionally.
Compensation
$72,000 – $76,000 per year.
Location
Chapel Hill, NC, United States.
Equal Opportunity Employer Statement
The University is an equal opportunity employer and welcomes all to apply without regard to age, color, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, or sexual orientation. We encourage all qualified applicants to apply, including protected veterans and individuals with disabilities.
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