Service Desk Specialist
Job Posting for Service Desk Specialist at University of North Carolina at Chapel Hill
Posting Information
Department
SOG Information Management-375104
Career Area
Information Technology
Is this an internal only recruitment?
No
Posting Open Date
03/20/2024
Application Deadline
03/27/2024
Position Type
Permanent Staff (SHRA)
Position Title
Technology Support Analyst - Journey
Salary Grade Equivalent
IT03
Working Title
Service Desk Specialist
Position Number
20062670
Vacancy ID
P018834
Full-time/Part-time Permanent/Time-Limited
Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week
40
Work Schedule
Monday – Friday 9am-5pm
Work Location
Chapel Hill, NC
Position Location
North Carolina, US
Hiring Range
$63,865 - $74,000
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 School of Government at the University of North Carolina at Chapel Hill works to improve the lives of North Carolinians by engaging in practical scholarship that helps public officials and citizens understand and improve state and local government. As the largest university-based local government training, advisory, and research organization in the United States, the School of Government offers up to 200 courses, webinars, and specialized conferences for more than 12,000 public officials each year. In addition, faculty members annually publish approximately 50 books, manuals, reports, articles, bulletins, and other print and online content related to state and local government. The School is also home to a nationally ranked graduate program in public administration and specialized centers focused on information technology and environmental finance.
The Information Technology/Facilities division supports the IT needs of faculty and staff at both the School of Government and the School of Law by collaborating to identify innovative ways to extend the Schools’ missions. Dedicated to high-quality, thoughtful solutions, the Information Technology team works with faculty and staff to make information and learning experiences accessible and engaging for the Schools’ students and clients. Daily operations include service and support, research and development, consultation and guidance, as well as infrastructure and system maintenance. Additionally, the division works to keep the School of Government’s physical facilities safe, efficiently run, and comfortable for internal and external partners.
The Information Technology/Facilities division supports the IT needs of faculty and staff at both the School of Government and the School of Law by collaborating to identify innovative ways to extend the Schools’ missions. Dedicated to high-quality, thoughtful solutions, the Information Technology team works with faculty and staff to make information and learning experiences accessible and engaging for the Schools’ students and clients. Daily operations include service and support, research and development, consultation and guidance, as well as infrastructure and system maintenance. Additionally, the division works to keep the School of Government’s physical facilities safe, efficiently run, and comfortable for internal and external partners.
Position Summary
The Service Desk Specialist provides Tier 2 technical support and customer support for desktop/laptop and technical issue resolution, serves as the audio/visual advanced support, coordinates machine deployments, coordinates special projects and performs room setups as needed. This position also creates a knowledge base and user documentation repository to be used by the Service Desk and user community at the School of Government. This position will provide advanced support relating to Windows and Mac operating systems, Microsoft O365, Adobe Creative Suite, web browsers and web-based applications, Lyris listserv management software, Microsoft Teams, SharePoint, Zoom, and other software and hardware as needed.
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
Advanced knowledge of Windows and Mac operating systems
Advanced knowledge of Microsoft O365 Suite, including Teams and OneDrive
A/V hardware
Queue management/ticket monitoring applications
Remote desktop support applications
Advanced knowledge of Active Directory
Advanced knowledge of Microsoft O365 Suite, including Teams and OneDrive
A/V hardware
Queue management/ticket monitoring applications
Remote desktop support applications
Advanced knowledge of Active Directory
Preferred Qualifications, Competencies, and Experience
Zoom and Zoom Rooms
Technical writing
Technical writing
Required Licenses/Certifications
Special Physical/Mental Requirements
Ability to lift 50 pounds at waist height with or without accommodation
Ability to occasionally climb ladders with or without accommodation
Ability to occasionally climb ladders with or without accommodation
Campus Security Authority Responsibilities
Not Applicable.
Position/Schedule Requirements
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Job openings at University of North Carolina at Chapel Hill
University of North Carolina at Chapel Hill
Chapel Hill, NC
Full Time
University of North Carolina at Chapel Hill
Chapel Hill, NC
Full Time
University of North Carolina at Chapel Hill
Chapel Hill, NC
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University of North Carolina at Chapel Hill
Chapel Hill, NC
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