Technology Support Analyst

Posting Information

Posting Information

Department

Information Technology-SOM-420401

Career Area

Research Professionals

Is this an internal only recruitment?

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

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.

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

Required Licenses / Certifications

Special Physical / Mental Requirements

Campus Security Authority Responsibilities

Not Applicable.

Position / Schedule Requirements

Special Instructions

Quick Link

Contact Information

Office of Human Resources Contact Information

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to employment@unc.edu

Please note : The Office of Human Resources will not be able to provide specific updates regarding position or application status.

Equal Opportunity Employer Statement

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.

Salary : $68,770 - $85,817