Technical Support Specialist

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university. OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers.

Technical Support Specialists offer specialized technical assistance and expertise to address complex Information Technology issues. They diagnose and resolve technical problems, provide in-depth support, and contribute to improving technical support processes and solutions.

Job Duty 1 -
Offer specialized technical support and expertise for complex Information Technology systems, applications, and network configurations.

Job Duty 2 -
Analyze and troubleshoot advanced technical issues, including system errors, performance bottlenecks, and network connectivity problems.

Job Duty 3 -
Develop and implement technical solutions, workarounds, and patches to resolve critical Information Technology issues and minimize downtime.

Job Duty 4 -
Provide training, guidance, and mentorship to technical support associates to enhance their technical skills and knowledge.

Job Duty 5 -
Conduct system audits, performance evaluations, and security assessments to identify vulnerabilities and recommend solutions.

Job Duty 6 -
Stay current on Information Technology certifications, specialized training, and industry best practices to maintain technical expertise.

Job Duty 7 -
Document technical processes, procedures, and configurations to support technical troubleshooting and knowledge sharing.

Job Duty 8 -
Participate in Information Technology projects, system upgrades, and service improvement initiatives to enhance technical support capabilities and service quality.

Job Duty 9 -
Collaborate with cross-functional teams, including developers, engineers, and Information Technology administrators, to address complex technical challenges.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Associate's Degree in a related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required.

Required Experience
No prior relevant work experience required.

Preferred Educational Qualifications
Bachelor's Degree in a related discipline or equivalent.

Experience supporting and managing end-user devices and communication systems, including laptops, desktops, iPads, mobile phones, and phone lines

Knowledge of inventory management and asset tracking practices, including conducting audits and processing asset orders

Familiarity with audiovisual equipment support in meeting rooms, lounges, and other spaces throughout housing buildings

Knowledge of device management platforms such as Jamf, Apple School Manager, and Microsoft Intune

Proficiency with collaboration, project management, and communication tools such as Microsoft Office Suite and ServiceNow

Effective communication skills and the ability to collaborate with internal IT departments and third-party services

Salary is based on experience $70,380.00

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

This position may require the candidate of choice to come into the office/campus. For remote, Telework, or Hybrid requests, employees must submit a request and receive approval from their manager, department head, and GT Human Resources. Travel is not an expense at GT / department expense.

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening