Technology Support Specialist

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. ITS Customer Experience and Engagement advances the Universitys role as one of the nations leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E the ITS Service Desk is the first point of contact for IT support at UNC -Chapel Hill. We log all incidents and service requests execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information advice and guidance. Additionally we work closely with the specialized Help Desks provided by different departments and schools on campus. The primary work responsibility is to provide Tier 2 advanced technical support to students faculty and staff who contact the Service Desk via multiple channels. The Service Desk provides technical consultation and support for the UNC community via phone web chat and walk-up. Tier 2 employees are expected to provide next-level technical support via the communication method preferred by the customer. Individuals in this role will also provide on demand technical support for the Service Desk Tier-1 groups assist Tier 3 and Departmental Support with advance technical and non-technical issues address operational and customer satisfaction issues that arise. Tier 2 team members are expected to have broad technical knowledge to solve a wide variety of issues but also frequently serve as leads in one or two particular areas such as Microsoft 365 administration/support Zoom administration/support Adobe administration/support Wordpress support and Knowledge Management.

Work Schedule
M-F 8am 5pm