Technology Support Analyst

Overview

Department: ITS - Customer Experience-607000

Career Area:
Information Technology

Is this an internal only recruitment?:
No

Position Title:

Technology Support Analyst - Contributing

Position Number:

Vacancy : P020755

Working Title:

Technology Support Analyst

Location:

CHAPEL HILL, NC;
North Carolina, US

Hours per week: 40

Work Schedule:

40 hours per week / 8a – 5p Mon – Fri; hours are subject to change based on business needs

Posting Open Date: 01/22/2026

Final date to receive applications: 02/02/2026

Position Type:
Permanent Staff (SHRA)

Full-time/Part-time:
Full-Time Permanent

Salary Range: 49,611 - 52,000

Pay/Band Information:
To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

This position provides Tier 1 (intermediate) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, Microsoft Office Professional, various E-mail clients, Internet browsers, networking, and campus IT services. This intermediate technical support is provided via phone, web, email, chat, walk-up and social media channels.

Principal duties involve diagnosing and resolving intermediate customer technical problems in collaboration with Service Desk colleagues. An employee in a Tier 1 position will have a ‘primary team’ of either phones/chat or walk-in, but will perform all service desk functions.

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.

This posting was approved prior to the state mandated discontinued use of “Required Qualifications, Competencies, and Experience”. Postings initially approved prior to 1/23/2026 will fall under previous review and selection policies.

• Intermediate knowledge and understanding of supported applications
• Customer relationship tracking system experience
• Previous service desk experience
• Exceptional communication skills
• Exceptional customer service skills
• Power user understanding of Windows and Mac environments
• Strong interpersonal skills

• Telephone technical support experience
• Academic environment experience
• TDX experience
• Microsoft Office
• Exchange
• Windows and Apple Products and Operating Systems
• Campus IT experience (UNC or other campus environment)
• Programming language knowledge
• ERP, People Soft or similar systems support
• Ability to multi-task (i.e., typing and talking)

100% technical support over the phone which requires long-term sitting or standing at a desk for 8 hours a day.

Not Applicable.

Overtime occasionally, Weekend work occasionally

Posting approved prior to 1/23/2026 will fall under previous review and selection policies.