Department

SOG Information Management-375104

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 the Career Banding rates spreadsheet.

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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