Technology Support Technician

M-F 7:30am -4:30pm

To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet.

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.

ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.

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 serves as the central point of contact for the University of North Carolina at Chapel Hill and for the ITS Telecommunications pager office. The role of this position answers incoming calls directed to the University's main number, provide campus-related information to callers and collaborate with departmental contacts and route calls to the appropriate departments and personnel as needed to resolve customer inquiries and concerns. In addition to these responsibilities, this position also provides pager support to University-owned pager holders. Key responsibilities include responding to customer service requests and incidents submitted via the ITS ticketing portal for paging services. This position will also be responsible for monitoring interdepartmental ticket queue(s) via the departmental ticketing platform and will acknowledge service requests and incidents assigned to dedicated departmental assignment group within a timely manner. The Technology Support Technician will also Initiate work orders for billing of services rendered for ITS Telecommunications voice and pager services, be responsible for resetting voicemail passcodes as assigned, and will maintain ownership and/or route incoming service requests and incidents to the appropriate next level of support including internal and external support assignment group for troubleshooting and ticket resolution.

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.

- Experience working in customer support and/or in a high call volume environment.
- Demonstrated ability and strong desire to provide exceptional and professional customer service.
- Strong communication and interpersonal skills with the ability to interact with a broad range of customers.
- Ability to productively perform independently and as a team player.
- Basic to intermediate troubleshooting skills.

- Knowledge of UNC institutional campus departments and Services.
- Experience using a software-based phone system to receive calls via a computer.
- Fluency in Spanish or bilingual.

This position requires the ability to:
Sit for long periods of time.
Handle high call volume, a variety of calls ranging from providing general information, troubleshooting, and addressing complaints while maintaining a professional and courteous demeanor.

Not Applicable.

If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to employment@unc.edu

Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.

The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.