Technology Support Analyst

Monday - Friday, 8:00AM - 5:00PM; Evening work occasionally; Night work occasionally; On-call occasionally; Overtime occasionally; Weekend work occasionally

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 that include numerous retail and restaurant discounts, savings on local child care centers and special rates for performing arts events.

Morehead Planetarium and Science Center is a national leader in informal science education, utilizing the University of North Carolina at Chapel Hill's resources to educate the public and promote a better understanding of science.

Since its founding in 1949 as the first planetarium on a college campus and the first in the South, millions of North Carolinian students, teachers, and families as well as visitors from around the world have benefitted from Morehead's science programs.

In the 1960s and 1970s, Morehead played a significant role in expanding humankind's exploration of the cosmos by training 62 NASA astronauts in celestial navigation, including 11 of the 12 who walked on the Moon. Today, Morehead is inspiring the next generation of scientific explorers through top-notch educational and public programming, including fulldome planetarium shows, interactive exhibits, hands-on classes, summer camps, and statewide outreach like the annual North Carolina Science Festival.

With a commitment to advancing equitable and inclusive science learning and education through community engagement, an exceptional visitor experience, and efforts to increase workplace belonging, Morehead aspires to achieve its mission of Science for All.

This position will report to the Morehead Planetarium and Science Center ( MPSC) Information Technology (IT) Manager. This position provides service-oriented technical support and/or training to Morehead staff and guests for a variety of hardware, software, operating systems, systems tasks, and networks. Principal duties require substantial knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems both over the phone, email, online virtual conferencing, and in person.

This position assists with helpdesk requests, systems tasks, and support of our staff and spaces - including classrooms, theaters, A/V technologies, and event spaces. The IT staff may be located in different buildings from the customers we support. A driver's license is required for this position to transport equipment to all our customer buildings, data centers, and other locations as needed.

In addition, this person has administrative duties and assists the MPSC IT manager in planning and analysis. This position will regularly create documentation, procedures, policies, and host live trainings internal and external to the Morehead IT team. As an escalation point of contact for technicians (including student IT technicians), they will participate in efforts to collaborate with external technical support groups including campus ITS.

This position will be expected to perform at a level that demonstrates high technical ability, excellent customer service, close attention to detail, and the ability, desire to learn new technical skills in the field, and work well independently and in a team environment. This position will schedule work with customers and keep them informed of status on a daily basis.

This is an onsite position. This position is not eligible for remote work. It is expected to be in the office when performing duties of the position.

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.

- Demonstrated and proven experience with Microsoft Windows, Linux, and Apple MacOS/iOS system administration.
- Demonstrated and proven experience with AWS storage.
- Demonstrated experience in image creation and deployment in Microsoft Windows and Apple MacOS/iOS environments.
- Exceptional customer service skills with hands-on technical support experience supporting both Windows and Mac OS desktops, laptops, and mobile devices 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 routine and non-routine support requests. These resources can include both the creation and application of written documentation, collaboration with MPSC IT staff and IT colleagues within the University community, online chat, email, and other communication mediums.
- Ability to multi-task and set priorities.
- Ability to work both independently and in a team.
- Ability to mentor technicians and student technicians in developing their skills.
- Strong attention to detail.
- North Carolina driver's license required on start date.

- Knowledge of UNC policies and systems.
- Experience with cloud computing.
- Experience with VMWare and XCP-ng.
- Experience with TrueNAS.
- Experience with Docker.
- Experience with Xen Server.
- Experience with Ubuntu.
- Experience with Portainer.io.
- Experience with JAMF Pro and Microsoft SCCM.
- Experience with Thinkbox Deadline.
- Experience with Render Farms. - Project management experience.
- Microsoft Office and Windows desktop certifications.
- Experience with mobile device management solutions.
- Windows scripting experience (batch and PowerShell).

-This position requires that you be able to lift/move/maneuver up to 50 lbs with or without reasonable accommodation (including up/down stairs).
-Requires the ability to connect/disconnect computer components under and around desks as needed with or without reasonable accommodation.

H-1B sponsorship is not available for this position.

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.