Technical Support Analyst
Full Time
North Carolina
Posted
Job description
Posting Information
Department
Carolina Population Center-631100
Career Area
Information Technology
Posting Open Date
04/18/2023
Application Deadline
05/08/2023
Open Until Filled
No
Position Type
Permanent Staff (EHRA NF)
Working Title
Technical Support Analyst
Appointment Type
EHRA Non-Faculty Research
Position Number
20054350
Vacancy ID
NF0006889
Full Time/Part Time
Full-Time Permanent
FTE
1
Hours per week
40
Position Location
North Carolina, US
Hiring Range
Dependent upon Qualifications
Proposed Start Date
05/22/2023
Position Information
Primary Purpose of Organizational Unit
Since 1966, researchers at the Carolina Population Center have pioneered data collection and research techniques that move population science forward by emphasizing life course approaches, longitudinal surveys, the integration of biological measurement into social surveys, and attention to context and environment. We are also at the forefront of creating interdisciplinary training programs that integrate approaches from the social and biological sciences, building research capacity and training the next generation of scholars. Our faculty fellows address pressing research questions about population dynamics, fertility, health, mortality, migration, and the environment. Faculty come from multiple disciplines, benefitting from the cross-pollination of ideas. Our dedicated research and programming staff support fellows at every stage of project development, from conception through data collection or acquisition, analysis and dissemination, and project administration. https://www.cpc.unc.edu/about/
Position Summary
This position provides tier 1 & 2 personal computing technical support services for the Carolina Population Center (CPC) and its research projects. Primary duties and functions of this position include:
- Respond to IT support requests and resolve issues through various communication means including email and in-person, collaborating with other IT staff and subject matter experts as appropriate.
- Schedule work with customers and keep them informed of status.
- Setup/install, configure, and maintain personal computing hardware and software.
- Troubleshoot and resolve/repair issues with hardware and software.
- Provide end users with documentation and/or live trainings for supported hardware and software.
- Investigate and recommend software and hardware equipment purchases to meet center and project needs.
- Maintain inventory records and ensure proper disposal of equipment.
- Provide full supervision of student IT assistants who will assist in work to be performed.
- Other duties as assigned.
Minimum Education and Experience Requirements
Master’s or Bachelors and 0-2 years’ experience; or will accept a combination of related education and experience in substitution.
Required Qualifications, Competencies, and Experience
- In depth knowledge of Microsoft Windows and Apple MacOS operating systems and applications.
- Exceptional customer service skills with hands-on technical support experience supporting both Windows and Mac OS desktops and laptops in a managed environment(s).
- Strong communication and interpersonal skills with the ability to interact with a broad range of customers.
- Ability to use a variety of resources to fulfill support requests. These resources can include both the creation and application of written documentation, collaboration with center IT staff and IT colleagues within the University community, online chat, email, and other communication mediums.
- Technical support experience directly serving customers through hands-on desk side support, telephone support, online video conferencing and chat tools, and email communication.
- Ability to manage student IT assistants including recruitment, training, scheduling, and related managerial duties.
- Ability to multi-task and set priorities.
- Ability to work both independently and in a team.
- Strong attention to detail.
Preferred Qualifications, Competencies, and Experience
- Technical support experience in a university or academic environment.
- Knowledge and competency of Microsoft Office 365, Zoom, and related applications and usage.
- Understanding of Microsoft Active Directory OU principles and management.
- Demonstrable experience with remote desktop and device management / reporting technologies such as KACE, JAMF, SCCM, and Splunk for the support and maintenance of Windows and MacOS operating systems.
- Working knowledge of desktop security tools and technologies, vulnerability scanning, and workstation remediation.
- Strong knowledge and skills configuring Android and iOS for uses requiring enhanced security.
Special Physical/Mental Requirements
This position requires the ability to move equipment up to 50 pounds.
Campus Security Authority Responsibilities
Not Applicable.
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