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Location

Chapel Hill, NC | United States

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Job description

Vacancy ID: P018701

Position Summary/Description:

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 will provide advanced IT Service Desk technical support for Kenan-Flagler faculty, staff, and students, providing timely support to customers via walk-in, phone, and email-based contacts. This position requires advanced technical knowledge of computers, operating systems, client-server, and cloud-based applications as well as comprehensive knowledge of the principles, methods, and techniques used in computer and network troubleshooting and support. This position will identify reoccurring problems and trends and recommend solutions to resolve. This position will serve as a technical resource for other technicians and may serve on a project team as an expert in a specialty area. This position will consult with Kenan-Flagler leadership, faculty, staff, students and higher-level IT technical specialists and analysts to resolve technical problems to support our teaching and research mission. This position requires strong interpersonal and communication skills and the ability to work effectively in a diverse community with a broad client and customer base. Demonstration of commitment to providing excellent customer service is essential.

Areas of IT Service Desk support include, but are not limited to:
* Consulting with Kenan-Flagler leadership, faculty, staff, students, peers and/or managers to develop requirements, solve advanced problems and/or proactively establish technical direction required to attain the teaching and research mission of the school.
* Testing new innovative technologies, such as artificial intelligence and cloud applications, to ensure compatibility with Kenan-Flagler systems and applications as well as secure configuration that meets UNC Information Security Control Standards.
* Collecting data for analytics, benchmarking, and trending. Develop Service Desk data reporting model.
* Installing and configuring whole disk encryption (Bit locker) to provide data encryption at rest on Kenan-Flagler managed devices.
* Configuring Sensitive User Group ( SUG ) computers and assisting with SUG employee security awareness orientation consultations.
* Providing support, troubleshooting and end user training for Microsoft 365 cloud applications.
* Training and mentoring student service desk apprentices.
* Assisting clients with remote access and authentication ( VPN \network connectivity, Multi-factor authentication/Multi-tenant access).
* Providing live secondary classroom support services to support innovative teaching.
* Assisting with compute equipment deployments and ensuring all IT Service Management asset details are entered/updated in the ITSM tool.
* Installing and configuring hardware, software, printers to support professional business school clients. Compute device reimaging and software upgrades. Microsoft Windows, Apple MAC OS X operating systems support.
* Managing Kenan-Flagler print servers and print queues.

Education and Experience:

Graduation from high school and one year in the field of technology related to the position's role. 
- Computer coursework may be substituted year-for- year for the required experience; or an equivalent combination of education and experience. 
- Journey level requires an additional six months experience 
- Advanced level requires an additional one year of experience.

About The University of North Carolina at Chapel Hill

Carolina rates among the nation’s great institutions of higher education, set on an historic and beautiful campus that celebrates all four seasons. Carolina’s students, faculty and staff come here from around the world, bringing varied cultural, racial and ethnic heritages that help make UNC-Chapel Hill a thriving intellectual center. We’re repeatedly ranked the nation’s best value in higher education for students seeking to earn a college degree – the University has garnered the top spot each time since the ranking’s launch in 1998.Whether you’ve just started your career, are new to academia or are a seasoned professional with assorted campus experiences to draw on, we hope you will find a great place at Carolina.

Connections working at The University of North Carolina at Chapel Hill

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Salary