Position Summary:
This position will provide advanced IT Service Desk technical support for Kenan-Flagler faculty, staff, and students, providing timely support to customers via walk-in, phone, and email-based contacts. This position requires advanced technical knowledge of computers, operating systems, client-server, and cloud-based applications as well as comprehensive knowledge of the principles, methods, and techniques used in computer and network troubleshooting and support. This position will identify reoccurring problems and trends and recommend solutions to resolve. This position will serve as a technical resource for other technicians and may serve on a project team as an expert in a specialty area. This position will consult with Kenan-Flagler leadership, faculty, staff, students and higher-level IT technical specialists and analysts to resolve technical problems to support our teaching and research mission. This position requires strong interpersonal and communication skills and the ability to work effectively in a diverse community with a broad client and customer base. Demonstration of commitment to providing excellent customer service is essential.
Areas of IT Service Desk support include, but are not limited to:
* Consulting with Kenan-Flagler leadership, faculty, staff, students, peers and/or managers to develop requirements, solve advanced problems and/or proactively establish technical direction required to attain the teaching and research mission of the school.
* Testing new innovative technologies, such as artificial intelligence and cloud applications, to ensure compatibility with Kenan-Flagler systems and applications as well as secure configuration that meets UNC Information Security Control Standards.
* Collecting data for analytics, benchmarking, and trending. Develop Service Desk data reporting model.
* Installing and configuring whole disk encryption (Bit locker) to provide data encryption at rest on Kenan-Flagler managed devices.
* Configuring Sensitive User Group (SUG) computers and assisting with SUG employee security awareness orientation consultations.
* Providing support, troubleshooting and end user training for Microsoft 365 cloud applications.
* Training and mentoring student service desk apprentices.
* Assisting clients with remote access and authentication (VPN\network connectivity, Multi-factor authentication/Multi-tenant access).
* Providing live secondary classroom support services to support innovative teaching.
* Assisting with compute equipment deployments and ensuring all IT Service Management asset details are entered/updated in the ITSM tool.
* Installing and configuring hardware, software, printers to support professional business school clients. Compute device reimaging and software upgrades. Microsoft Windows, Apple MAC OS X operating systems support.
* Managing Kenan-Flagler print servers and print queues.
Required Qualifications, Competencies, and Experience:
* Experience with cloud computing concepts and Microsoft 365 applications support
* Experience supporting a hybrid office and remote work IT environment
* Experience preparing and loading images on Windows and Apple computers.
* Experience with ticket management in an IT Service Management (ITSM) system
* Experience with support of Microsoft Windows and Apple OS support
* Experience with supporting Networked Print servers and print queues
* Demonstration of commitment to providing excellent customer service
* Demonstration of strong interpersonal and communication skills and the ability to work effectively in a diverse community with a broad client and customer base.
Preferred Qualifications, Competencies, and Experience:
* Familiarity with configuration and support of Bit locker drive encryption
* Experience with end user training of Microsoft 365 applications, including Teams, SharePoint, and OneDrive
* Experience with IT Service Management (ITSM) systems, SolarWinds and ServiceNow
* Experience imaging and preparing Apple computers for deployment in an enterprise environment. JAMF and MDT experience preferred.
* Experience working in an Academic IT environment.
* Familiarity with Microsoft Active Directory
* Experience triaging end user support calls related to information security
* Ability to communicate effectively, both verbally and in writing.
* Experience with technical solution development and consultation.
Minimum Qualifications:
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.
- Journey level requires an additional six months experience
- Advanced level requires an additional one year of experience.
The power of education to improve lives is an enduring story. Our story began in 1919 when UNC’s leaders envisioned a role for business education at a liberal arts university. That vision ultimately became UNC Kenan-Flagler Business School.
Business has changed dramatically in the last century, as have we. But what first made us unique still remains — a tradition of innovation. From our earliest roots, UNC-Kenan Flagler has perpetually looked forward to develop the knowledge needed for the next generation of business.
We have changed the lives of thousands of people, directly and indirectly, since our founding in 1919, and seek to deepen and broaden our impact on people’s lives and the wider society. Join us on our journey to define what’s next. The best is yet to come.
We’re on a journey of change to ensure diversity, equity and inclusion in all we do. We’re having the tough conversations, doing the hard work. We share an urgency to make lasting changes at UNC Kenan-Flagler. Real change – nothing less.
Our mission is to build and inspire business leaders who make the world a better place. We are developing our students’ knowledge, understanding and skills so they graduate ready to be team members and leaders who understand the value of diversity, equity and inclusion (DEI).
Just as importantly, we recognize our responsibility to be an organization that models the behaviors we call for in others. DEI is a strategic priority for UNC Kenan-Flagler – it is critical to our success as individuals and as a business school. We want to represent the communities in which we live, work and serve, and we are working to build a diverse, inclusive community where we:
We are committed to being part of the change we all need to build a just world.