Technology Support Analyst

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

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.

The Business Systems Help Desk Support Analyst will perform basic to intermediate support to users of the university's HR/Payroll, PeopleAdmin and LawLogix applications as well as identifying support trends, and analyzing and recommending new processes. The position will provide assistance in matters of basic human resources activities and other related duties with limited functional or organizational scope.

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

• Intermediate knowledge and understanding of supported applications

• Customer relationship tracking system experience

• Previous help desk and telephone support experience

• Exceptional communication skills

• Exceptional customer service skills

• Strong interpersonal skills

• Strong understanding of Windows and Mac environments

Preferred Qualifications, Competencies, and Experience

• Telephone technical support experience

• Academic environment experience

• ServiceNow experience

• ERP, PeopleSoft, or similar systems support

• Ability to multi-task (i.e., typing and talking)

Required Licenses/Certifications Special Physical/Mental Requirements

The position requires long-term sitting at a desk for 8 hours a day.

Campus Security Authority Responsibilities

Not Applicable.

Position/Schedule Requirements Special Instructions Quick Link https://unc.peopleadmin.com/postings/278817