Technology Support Specialist
4.
1 Full-time 13 hours ago Full Job Description Posting Information Department ITS - Customer Experience-607000 Career Area Information Technology Is this an internal only recruitment? No Posting Open Date 02/20/2023 Application Deadline 03/06/2023 Position Type Permanent Staff (SHRA) Position Title Technology Support Specialist - Journey Salary Grade Equivalent IT05 Working Title Technology Support Specialist Position Number 00017908 Vacancy ID P016956 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, 8am - 5pm Work Location Chapel Hill, NC Position Location North Carolina, US Hiring Range $68,000 - $72,000 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 Primary Purpose of Organizational Unit ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units.
Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
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 is located within UNC's Information Technology Services' Division.
As part of Customer Experience & Engagement, 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 advance 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 local 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 WordPress, Office 365, Zoom or other platforms.
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.
Required Qualifications, Competencies, and Experience Advanced knowledge and understanding of two or more key supported applications or operating systems (Active Directory, Microsoft 365, WordPress, Windows, Mac, or Sakai.
) Previous service desk or desk side support experience Exceptional written and verbal communication skills Exceptional customer service skills Prior Zoom support responsibilities Preferred Qualifications, Competencies, and Experience Experience writing knowledge management articles Two years of Zoom support responsibilities Two years of O365 support responsibilities One year of support of a learning management system (Sakai, Blackboard, Canvas, Moodle, etc.
) responsibilities Customer service experience developed over progressive phone/chat/in-person support positions Experience with a CRM/CSM/ITSM tools such as; Service Now, Remedy etc Ability to multi-task (i.
e.
typing and talking) Experience providing technical support in a Higher Education environment Required Licenses/Certifications Special Physical/Mental Requirements Campus Security Authority Responsibilities Not Applicable.
Position/Schedule Requirements Evening work occasionally, Overtime occasionally, Weekend work occasionally.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 Full-time 13 hours ago Full Job Description Posting Information Department ITS - Customer Experience-607000 Career Area Information Technology Is this an internal only recruitment? No Posting Open Date 02/20/2023 Application Deadline 03/06/2023 Position Type Permanent Staff (SHRA) Position Title Technology Support Specialist - Journey Salary Grade Equivalent IT05 Working Title Technology Support Specialist Position Number 00017908 Vacancy ID P016956 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, 8am - 5pm Work Location Chapel Hill, NC Position Location North Carolina, US Hiring Range $68,000 - $72,000 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 Primary Purpose of Organizational Unit ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units.
Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
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 is located within UNC's Information Technology Services' Division.
As part of Customer Experience & Engagement, 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 advance 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 local 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 WordPress, Office 365, Zoom or other platforms.
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.
Required Qualifications, Competencies, and Experience Advanced knowledge and understanding of two or more key supported applications or operating systems (Active Directory, Microsoft 365, WordPress, Windows, Mac, or Sakai.
) Previous service desk or desk side support experience Exceptional written and verbal communication skills Exceptional customer service skills Prior Zoom support responsibilities Preferred Qualifications, Competencies, and Experience Experience writing knowledge management articles Two years of Zoom support responsibilities Two years of O365 support responsibilities One year of support of a learning management system (Sakai, Blackboard, Canvas, Moodle, etc.
) responsibilities Customer service experience developed over progressive phone/chat/in-person support positions Experience with a CRM/CSM/ITSM tools such as; Service Now, Remedy etc Ability to multi-task (i.
e.
typing and talking) Experience providing technical support in a Higher Education environment Required Licenses/Certifications Special Physical/Mental Requirements Campus Security Authority Responsibilities Not Applicable.
Position/Schedule Requirements Evening work occasionally, Overtime occasionally, Weekend work occasionally.
Estimated Salary: $20 to $28 per hour based on qualifications.
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