Posting Information Department ITS•Customer Experience-607000 Career Area Information Technology Is this an internal only recruitment? Yes Posting Open Date 07/16/2026 Application Deadline 07/27/2026 Position Type Permanent Staff (SHRA) Position Title Technology Support Analyst•Journey Salary Grade Equivalent

DT07 / IT03

Working Title Tier 1 Team Lead Position Number 00038063 Vacancy

ID P021199

Full-time/Part-time Permanent/Time-Limited Full-Time Permanent If time-limited, estimated duration of appointment Hours per week 40 Work Schedule 8a•5p Mon•Fri; hours are subject to change based on business needs Work Location

CHAPEL HILL, NC

Position Location North Carolina, US Hiring Range $58,000•$64,272 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 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. Position Summary 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. ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable, and professional IT support, in partnership with campus units. The division advances the University's role as one of the nation's leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC-Chapel Hill. We log all incidents and service requests, execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information, advice and guidance. Additionally, we work closely with the specialized Help Desks provided by different departments and schools on campus. This position provides Tier 1 (advanced) technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, M365, VPN, DUO, MFA, various E-mail clients, Internet browsers, networking, and campus IT services. Technical support is provided via phone, web, email, chat, and walk-up. Principal duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk colleagues. In addition to day-to-day Tier 1 support, the Tier 1 Lead will have dedicated time to focus on the additional scope of the Tier 1 Lead position.

The additional responsibilities include:

Contact Center (ACD) Administration Phone metrics and reporting in our contact center and ticketing platform Technical lead to students and staff Performing quality assurance/control for phone support 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. Management Preferences Telephone and/or chat technical support experience TDX or similar customer relationship tracking system experience Ability to analyze metrics and reporting to help scheduling and forecasting along with experience in quality assurance Strong understanding how contact centers (CCaaS) work Academic environment experience Required Licenses/Certifications Special Physical/Mental Requirements 100% technical support over the phone which requires long term sitting or standing at a desk for 8 hours a day. Campus Security Authority Responsibilities Not Applicable. Position/Schedule Requirements Overtime occasionally, Weekend work occasionally