Technology Support Analyst

General Information

Vacancy Open to All Candidates Employment Type Permanent - Full-time If time-limited, note appointment end date Hours per week 40 Months per year 12 Position Number 008140 NC Salary Grade Equivalency IT03 Classification Title Technology Support Analyst - Journey Working Title Technology Support Analyst Salary Range $56,770 - $70,962 Anticipate Hiring Range $56,770 - $69,000 FLSA Status Non Exempt Division OneIT Department Office of OneIT (Adm) Work Unit OneIT - Client Engagement Work Schedule
8:00 am - 5:00 pm; Monday - Friday with occasional evening and weekend hours required, as necessary.

This position is eligible for telework schedule of up to 2 (two) days once onboarding in position is complete and with supervisor approval.
Primary Purpose of Position
The OneIT Service Desk provides frontline help to the faculty/staff and students requesting assistance with core technology and services supporting the University community's research, instructional, and administrative activities. Technology Support Analysts are responsible for level-one support of incoming calls, web inquiries, and level-two support to help mentor student employees. OnelT Service Desk provides technical support and physical coverage to our walk-up locations across campus. OnelT Service Desk manages some Banner administrative tasks and assists in creating and maintaining support documentation online.
Minimum Education/Experience
Required Minimum Qualifications:

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 requires an additional one year of experience.

University Preferred Qualifications:

Graduation from a two year technical college with a major in computer science, information technology or related area and two years in the information technology field related to the position's role; or graduation from a four year college or university and two years experience in the information technology field related to the position's role; or graduation from a four year college or university with a major in computer science or information technology or related degree and one year experience in the information technology field related to the position's role. Related information technology experience may be substituted year for year for the required education.
Essential Job Duties

• Consults with clients and higher level technicians and analysts to resolve technical problems and ensure client satisfaction.
• Independently resolves routine and non-routine problems.
• Troubleshoots problems and performs diagnostics on software and/or hardware issues.
• Demonstrates substantial working knowledge as well as understands and uses the principles, processes, and practices pertinent to the area of technical support.
• Helps mentor student employees and others.
• Develops technical documentation to support clients utilizing OneIT technology and services.
• Performs quality assurance testing on new products and develops documentation and training materials as requested.
• Serves as technical lead for a new product/service when requested.
• Contributes ideas and feedback to team members to facilitate problem resolution and process improvement.
• Creates or updates technical solutions that can be posted on the OneIT Service Desk website or used internally by other team members.
• Recommends technology support/knowledge articles and publications to team members relevant to support offered by the OneIT Service Desk.
• Research new systems and services that would integrate with the current environment to provide improved business processes.
• Assists with planning activities to develop better technological and procedural capabilities for providing support.
• Assists as necessary in determining impact to the client community for any project or task.

Other Work Responsibilities

• Other duties as assigned.

Departmental Preferred Experience, Skills, Training/Education

• Graduation from a four year college or university and two years experience in the information technology field related to the position's role.
• Related information technology experience may be substituted year for year for the required education.
• Microsoft and Google Suite Experience needed with intermediate skill level in Excel and Word.
• Experience with analysts to resolve technical problems and ensure client satisfaction.
• Experience with troubleshooting problems and performing diagnostics on software and/or hardware issues.
• Experience in customer service.
• Strong attention to details.

Necessary Licenses or Certifications Work Location Kennedy Posting date 08/29/2024 Closing date 09/05/2024 Proposed Hire Date 09/30/2024 Contact Information Special Notes to Applicants
UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits

The finalist may be subject to a criminal background check and/or motor vehicle report.

Please upload reference information including names, position titles and company/institutions, phone numbers, and email addresses of at least two current/previous supervisors.

• The Search Committee will not contact references without first verifying permission with the finalist .

Please ensure your full range of knowledge, skills, abilities, experience, and education are listed on your application.

• Do not write 'see resume' on your application when completing the job duties section.

Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions. (see the job duties section of previous employment).

Please submit a resume and cover letter with your application if requested.

• These documents will be used to evaluate your written communication skills as well as supporting documents of your knowledge, skills, abilities, education, and professional experience.