Technology Support Specialist - Journey
The University of North Carolina at Chapel Hill, Chapel Hill, NC, United States
Position Summary
ITS Customer Experience & Engagement (CE&E) 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 advanced technical and non‑technical issues, and 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.
Minimum Education And Experience Requirements
Associate’s degree in Computer Information Technology, Computer Technology Integration; Networking Technology, or related areas and two years of experience in the Information Technology field related to the position’s role; or a
Bachelor’s degree from an appropriately accredited institution and three years of experience in the Information Technology Field related to the position’s role, or a
Bachelor’s degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one year of experience in the Information Technology Field related to the position’s 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.
Management Preferences
Experience writing knowledge management articles
Experience with Microsoft 365 support responsibilities
Zoom support experience
Experience supporting of 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
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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ITS Customer Experience & Engagement (CE&E) 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 advanced technical and non‑technical issues, and 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.
Minimum Education And Experience Requirements
Associate’s degree in Computer Information Technology, Computer Technology Integration; Networking Technology, or related areas and two years of experience in the Information Technology field related to the position’s role; or a
Bachelor’s degree from an appropriately accredited institution and three years of experience in the Information Technology Field related to the position’s role, or a
Bachelor’s degree in Computer Science, Computer Engineering, Math or Engineering from an appropriately accredited institution and one year of experience in the Information Technology Field related to the position’s 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.
Management Preferences
Experience writing knowledge management articles
Experience with Microsoft 365 support responsibilities
Zoom support experience
Experience supporting of 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
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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