Senior Support Analyst - Chapel Hill, United States - InsideHigherEd

Description

Morehead Planetarium-524500

Information Technology

No

04/22/2024

05/20/2024

Permanent Staff (SHRA)

Technology Support Analyst - Journey

IT03

Senior Support Analyst

P018988

Full-Time Permanent

40

Monday-Friday; 8am – 5pm

Chapel Hill, NC

North Carolina, US

$60,317-$67,414

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.

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 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 report to the Morehead Planetarium and Science Center (MPSC) Information Technology(IT) Manager. This position provides service-oriented technical support and/or training to MPSC 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 are remote from most of our staff. A driver's license is required for this position to transport equipment to all our locations as well as to make trips to ITS Manning and ITS Franklin. 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 MPSC 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.

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.

Demonstrated experience with Microsoft Windows and Apple MacOS/iOS system administration.
- 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 and laptops 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 or the ability to obtain one.

Knowledge of UNC policies and systems.
- Experience with VMWare and XCP-ng.
- Experience with TrueNAS.
- Experience with Docker.
- 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).

Requires the ability to frequently lift / move items weighing up to 50 pounds with or without reasonable accommodation.
* Requires the ability to connect/disconnect computer components under and around desks as needed with or without reasonable accommodation.

Not Applicable.

Evening work occasionally, Night work occasionally, On-call occasionally, Overtime occasionally, Valid NC Driver's License, Weekend work occasionally

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