019168 - Tech Support Analyst

We are seeking a skilled and versatile Information Technology Support Analyst to support and enhance the technology infrastructure of our unique, large garden property. This role is responsible for troubleshooting and resolving technical issues, managing help desk requests, and documenting training and procedures. The ideal candidate will excel in maintaining and optimizing critical systems, including Microsoft applications, cloud-based tools (Azure), and operational systems such as climate control, POS, and security systems.

In addition to end-user support, the ITS Specialist will oversee system administration, security, and network infrastructure, ensuring reliable performance, data protection, and compliance. This role requires strong project management skills to evaluate new technologies, implement IT projects, and manage vendor relationships while aligning technology solutions with the organization's mission. A commitment to innovation, adaptability, and problem-solving is essential for success in this position.

This position involves occasional on-call support, both on-site and remote, during nights and weekends. The hiring salary will be $59,000 to $64,000 with full benefits offered by the State of North Carolina and University of North Carolina System. We are looking for an adaptable and resourceful ITS professional who thrives in unique environments, such as our large garden property. The ideal candidate is a problem-solver with a passion for innovation, balancing day-to-day support for tech tickets and Microsoft systems with developing creative solutions that align with and advance our mission.

Competencies, Knowledge, Skills and Abilities Required in this Position

Technical Knowledge: Strong technical background in hardware, software, cybersecurity and basic network infrastructure. Must have knowledge of Microsoft 365 platforms, including Exchange Online, SharePoint, Teams, and OneDrive. Experience with Azure Active Directory and cloud identity management; knowledge of Microsoft security and compliance features; proficiency in Windows operating systems and Microsoft Office applications. Experience with system administration, user account management, and IT security controls. Strong knowledge of business information systems, computer hardware/software, and IT security best practices. Knowledge of IT service management principles and practices.
Troubleshooting Skills: Strong troubleshooting skills to identify and resolve technical issues quickly and effectively; Must be able to analyze and diagnose problems and develop solutions to prevent them from occurring.
Troubleshooting and Problem-solving: Able to identify, diagnose, and resolve technical problems quickly and effectively using analytical and problem-solving skills.
Attention to Detail: Detail-oriented and able to follow processes and procedures precisely; Must be able to document their work accurately and maintain records of all network and system changes.
Communication Skills: Excellent communication skills to work effectively with various stakeholders, including technical staff, vendors, and end-users; Must be able to explain technical concepts clearly and understandably.
Time Management Skills: A Network and System Administrator must be able to manage their time effectively to prioritize and complete tasks on schedule. They must also be able to work under pressure and meet tight deadlines.
Customer Service Orientation: Strong customer service orientation and ability to work closely with other departments to meet their technology needs. Must be able to provide support and guidance to guests and end-users.

Physical Requirements:
Because this position is actively involved in the physical installation and repair of information technology equipment, the following physical abilities are required:
Physical Activity: Climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing for extended periods, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, repetitive motions of wrists and hands.
Physical Requirements: Medium work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Visual Acuity: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
Conditions: The worker may work in both outside and inside weather conditions. The worker may work in close quarters such as crawl spaces or narrow aisles or passages.

About the Team
The North Carolina Arboretum is a 434-acre public garden affiliated with the University of North Carolina featuring indoor and outdoor exhibits, educational activities, and plant-centered research and economic development programs.
The North Carolina Arboretum Society is a 501 (c)(3) nonprofit corporation that supports the Arboretum's mission of cultivating connections between people and plants through membership, individual and corporate giving programs, retail operations, sponsored research activities, a fee-based educational program, exhibits, and green events.
The Administrative Office performs and oversees a variety of professional, technological, financial, Human Resources, and administrative work in support of the entire organization and its guests.

Minimum Education, Experience, and Skills
Associate's degree in computer science, information technology or related discipline and at least two years of experience in the information technology field related to the area of assignment; or bachelor's degree in computer science, information technology or a related discipline; or equivalent combination of training and experience. All degrees must be received from appropriately accredited institutions.

Preferred Education, Experience, and Skills

At least three years of experience providing technical support to staff in a small to medium-sized organization is highly desirable. Equivalent experience with the software listed in the description is preferred. Practical knowledge of the physical installation and repair of hardware is essential. Experience in developing, modifying, and documenting ITS plans and procedures is also highly valued.

• Classification: 019168 - Tech Support Analyst
• Position Competency Level: Journey
• Position Number: UNCSO-A019168
• Employment Type: SHRA
• Appointment Type: Permanent
• Full-Time/Part-Time: Full-Time
• Recruitment Salary Range: 59000-64000
• Location: 100 Fredrick Law Olmsted Way, Asheville, NC 28806 USA
• Posting Open Date: 1/24/2025
• Posting Close Date: 2/14/2025

EEO

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.

To claim veteran's preference, all eligible persons must indicate their eligibility as requested on the application. A DD Form 214, Certificate of Release or Discharge from Active Duty, may be required later in the selection process.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Human Resources Contact Information
Applicants needing assistance with the application process are asked to contact: recruiter@northcarolina.edu.