Technology Support Analyst - Contributing

Posting Information

• Department
  : ITS - Customer Experience-607000
• Career Area
  :
  Information Technology
• Is this an internal only recruitment?:
  No
• Posting Open Date
  : 01/22/2026
• Final date to receive applications
  : 02/02/2026
• Position Type
  :
  Permanent Staff (SHRA)
• Position Title
  :
  Technology Support Analyst - Contributing
• Salary Grade Equivalent
  : DT05 / IT01
• Working Title
  :
  Technology Support Analyst
• Position Number
  :
• Vacancy : P020755
• Full-time/Part-time Permanent/Time-Limited
  :
  Full-Time Permanent
• Hours per week
  : 40
• Work Schedule
  : 40 hours per week / 8a – 5p Mon – Fri; hours are subject to change based on business needs
• Work Location
  : CHAPEL HILL, NC
• Position Location
  :
  North Carolina, US
• Hiring 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.
• Quick Link
  :

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.

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.

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.

Management Preferences

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.

Required Qualifications, Competencies, And Experience

• 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

Preferred Qualifications, Competencies, And Experience

• 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)

Special Physical/Mental Requirements
: 100% technical support over the phone which requires long-term sitting or standing at a desk for 8 hours a day.

Campus Security Authority Responsibilities
:
Not Applicable.

Position/Schedule Requirements
:
Overtime occasionally, Weekend work occasionally

This posting was approved prior to the state mandated discontinue use of “Required Qualifications, Competencies, and Experience”. Postings…