What are the responsibilities and job description for the Technology Support Analyst position at University of North Carolina at Chapel Hill?
Posting Information
Department
Information Technology-SOM-420401
Career Area
Research Professionals
Is this an internal only recruitment?
No
Posting Open Date
01/22/2025
Application Deadline
02/03/2025
Position Type
Permanent Staff (SHRA)
Position Title
Technology Support Analyst - Advanced
Salary Grade Equivalent
IT05
Working Title
Technology Support Analyst
Position Number
20023611
Vacancy ID
P020050
Full-time/Part-time Permanent/Time-Limited
Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week
40
Work Schedule
7AM-4PM, 8AM-5PM, 9AM-6PM, or a rotation of those schedules
Work Location
Chapel Hill, NC
Position Location
North Carolina, US
Hiring Range
$68,770 - $85,817
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
The UNC School of Medicine has a rich tradition of excellence and care. Our mission is to improve the health and wellbeing of North Carolinians, and others whom we serve. We accomplish this by providing leadership and excellence in the interrelated areas of patient care, education, and research. We strive to promote faculty, staff, and learner development in a diverse, respectful environment where our colleagues demonstrate professionalism, enhance learning, and create personal and professional sustainability. We optimize our partnership with the UNC Health System through close collaboration and commitment to service.
OUR VISION
Our vision is to be the nation’s leading public school of medicine. We are ranked 2nd in primary care education among all US schools of medicine and 5th among public peers in NIH research funding. Our Allied Health Department is home to five top-ranked divisions, and we are home to 18 top-ranked clinical and basic science departments in NIH research funding.
OUR MISSION
Our mission is to improve the health and well-being of North Carolinians and others whom we serve. We accomplish this by providing leadership and excellence in the interrelated areas of patient care, education, and research.
Patient Care: We will promote health and provide superb clinical care while maintaining our strong tradition of reaching underserved populations and reducing health disparities across North Carolina and beyond.
Education: We will prepare tomorrow’s health care professionals and biomedical researchers by facilitating learning within innovative curricula and team-oriented interprofessional education. We will cultivate outstanding teaching and research faculty, and we will recruit outstanding students and trainees from highly diverse backgrounds to create a socially responsible, highly skilled workforce.
Research: We will develop and support a rich array of outstanding health sciences research programs, centers, and resources. We will provide infrastructure and opportunities for collaboration among disciplines throughout and beyond our University to support outstanding research. We will foster programs in the areas of basic, translational, mechanistic, and population research.
OUR VISION
Our vision is to be the nation’s leading public school of medicine. We are ranked 2nd in primary care education among all US schools of medicine and 5th among public peers in NIH research funding. Our Allied Health Department is home to five top-ranked divisions, and we are home to 18 top-ranked clinical and basic science departments in NIH research funding.
OUR MISSION
Our mission is to improve the health and well-being of North Carolinians and others whom we serve. We accomplish this by providing leadership and excellence in the interrelated areas of patient care, education, and research.
Patient Care: We will promote health and provide superb clinical care while maintaining our strong tradition of reaching underserved populations and reducing health disparities across North Carolina and beyond.
Education: We will prepare tomorrow’s health care professionals and biomedical researchers by facilitating learning within innovative curricula and team-oriented interprofessional education. We will cultivate outstanding teaching and research faculty, and we will recruit outstanding students and trainees from highly diverse backgrounds to create a socially responsible, highly skilled workforce.
Research: We will develop and support a rich array of outstanding health sciences research programs, centers, and resources. We will provide infrastructure and opportunities for collaboration among disciplines throughout and beyond our University to support outstanding research. We will foster programs in the areas of basic, translational, mechanistic, and population research.
Position Summary
This position will report to the Hub Lead. This position provides service-oriented technical support and/or training to UNC School of Medicine faculty, staff, and students for a variety of hardware, software, operating systems, and networks. Principal duties require comprehensive knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems both over the phone and in person. As an escalation point of contact for Technicians, they will lead collaboration in projects with School of Medicine IT (Information Technology) colleagues and external technical support groups. Escalation to a higher-level Technical Specialist may also be necessary. Duties also include identifying technical trends and leading technical projects. Candidate must have excellent customer service skills and work well independently and in a team environment. The incumbent will provide support to further and achieve the goals and priorities established by the leadership of the School of Medicine.
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
Candidate must have strong customer service skills, express a customer-centric attitude and work and lead well in a team environment. Experience with Macintosh, Windows, mobile devices, and computer hardware is required. Candidate must be able to work independently, or with other SOM IT techs in the field. The candidate must be able to demonstrate the ability to resolve both routine and non-routine problems using standard troubleshooting procedures and to communicate effectively with clients and coworkers. The candidate must also be able to mentor other technicians to assist them in developing their technical skills.
Preferred Qualifications, Competencies, and Experience
Experience managing Enterprise Ticketing System, Experience with reporting software, Experience utilizing collaborative communication systems, Experience supporting specialized research equipment. Experience in an academic and/or medical setting.
Microsoft Office and Windows desktop certifications. Experience with enterprise level projects is a plus. Experience with device management solutions.
Valid driver’s license
Microsoft Office and Windows desktop certifications. Experience with enterprise level projects is a plus. Experience with device management solutions.
Valid driver’s license
Required Licenses/Certifications
Special Physical/Mental Requirements
Campus Security Authority Responsibilities
Not Applicable.
Position/Schedule Requirements
Salary : $68,770 - $85,817
