Georgia Tech
Information Technology Support Professional II
Georgia Tech, Atlanta, Georgia, United States, 30383
Apply for Job Job ID 278502Location Atlanta, GeorgiaFull/Part Time Full-TimeRegular/Temporary RegularAdd to Favorite Jobs Email this JobAbout Us
OverviewGeorgia 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 TechGeorgia 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 ValuesGeorgia 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 GTPE Technology Services team consists of a 22-person geographically dispersed diverse workforce, operating within multiple functional subgroups (e.g. End User Support, Service Delivery, A/V Support, and Academic Support). This position will be part of a 8-person Service Delivery team consisting of both infrastructure support and software analyst/development staff, as well as student assistants. Continuous rapid technology adoption and the overall growth of our organization keeps our team busy. Our team dynamics and exposure to a wide range of exciting enterprise projects, technologies, and process frameworks makes the work very satisfying. There are tremendous learning and networking opportunities, both on this team and throughout the Institute. As part of our Lifetime Learning organization, we are looking for team members who want to continuously learn and grow with us. Come work with us and join the fun!
Job Summary
Provide unit level support in the installation, operation and maintenance of computer systems. Position typically addresses a wide variety of applications often involving highly complex issues, working under general supervision while providing work guidance to lower levels. This position will interact on a consistent basis with: users within assigned unit which can include management, faculty and staff personnel. This position typically will advise and counsel: users and other support personnel. This position will supervise: NA.
Responsibilities
Job Duty 1 -Install, maintain and upgrade workstation and peripheral hardware and software.
Job Duty 2 -Analyze and resolve complex workstation, application and server related problems.
Job Duty 3 -Update desktop software/applications; maintain documentation on installed applications.
Job Duty 4 -Provide users with assistance in working in specific applications.
Job Duty 5 -Participate in development of standard operating procedures.
Job Duty 6 -Perform other duties as assigned
Required Qualifications
Educational RequirementsBachelor's Degree or an equivalent combination of education and experience
Required ExperienceTwo to four years of job related experience
Preferred Qualifications
Excellent customer service skillsHighly effective verbal and written communication skillsStrong attention to detailWorking knowledge in utilization of endpoint management tools (SCCM, Chocolatey, PatchMyPC, JAMF, etc) to support department endpointsWorking knowledge in creation of and troubleshooting GPOsWorking knowledge of PowerShell scriptingExperience utilizing a incident and request tracking system (ServiceNow experience preferred) to manage support tasksFamiliarity with supporting virtual desktop environments (Horizon and Citrix)Familiarity with supporting web conferencing technologies (Teams and Zoom)Experience creating both user and technician facing documentationSalary Range: $30.36 - $41.30Job Grade: I4Location: Atlanta, GA
Knowledge, Skills, & Abilities
SKILLSThis job requires advanced knowledge of and skill in the installation and maintenance of information technology hardware and software, requiring a full understanding of industry practices and campus policies and procedures. Included are skills in problem solving, decision making, customer service, system documentation and communications.
USG Core Values
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.
Equal Employment Opportunity
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).
Other Information
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 travelThis position does not require security clearance.
Background Check
Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening
OverviewGeorgia 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 TechGeorgia 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 ValuesGeorgia 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 GTPE Technology Services team consists of a 22-person geographically dispersed diverse workforce, operating within multiple functional subgroups (e.g. End User Support, Service Delivery, A/V Support, and Academic Support). This position will be part of a 8-person Service Delivery team consisting of both infrastructure support and software analyst/development staff, as well as student assistants. Continuous rapid technology adoption and the overall growth of our organization keeps our team busy. Our team dynamics and exposure to a wide range of exciting enterprise projects, technologies, and process frameworks makes the work very satisfying. There are tremendous learning and networking opportunities, both on this team and throughout the Institute. As part of our Lifetime Learning organization, we are looking for team members who want to continuously learn and grow with us. Come work with us and join the fun!
Job Summary
Provide unit level support in the installation, operation and maintenance of computer systems. Position typically addresses a wide variety of applications often involving highly complex issues, working under general supervision while providing work guidance to lower levels. This position will interact on a consistent basis with: users within assigned unit which can include management, faculty and staff personnel. This position typically will advise and counsel: users and other support personnel. This position will supervise: NA.
Responsibilities
Job Duty 1 -Install, maintain and upgrade workstation and peripheral hardware and software.
Job Duty 2 -Analyze and resolve complex workstation, application and server related problems.
Job Duty 3 -Update desktop software/applications; maintain documentation on installed applications.
Job Duty 4 -Provide users with assistance in working in specific applications.
Job Duty 5 -Participate in development of standard operating procedures.
Job Duty 6 -Perform other duties as assigned
Required Qualifications
Educational RequirementsBachelor's Degree or an equivalent combination of education and experience
Required ExperienceTwo to four years of job related experience
Preferred Qualifications
Excellent customer service skillsHighly effective verbal and written communication skillsStrong attention to detailWorking knowledge in utilization of endpoint management tools (SCCM, Chocolatey, PatchMyPC, JAMF, etc) to support department endpointsWorking knowledge in creation of and troubleshooting GPOsWorking knowledge of PowerShell scriptingExperience utilizing a incident and request tracking system (ServiceNow experience preferred) to manage support tasksFamiliarity with supporting virtual desktop environments (Horizon and Citrix)Familiarity with supporting web conferencing technologies (Teams and Zoom)Experience creating both user and technician facing documentationSalary Range: $30.36 - $41.30Job Grade: I4Location: Atlanta, GA
Knowledge, Skills, & Abilities
SKILLSThis job requires advanced knowledge of and skill in the installation and maintenance of information technology hardware and software, requiring a full understanding of industry practices and campus policies and procedures. Included are skills in problem solving, decision making, customer service, system documentation and communications.
USG Core Values
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.
Equal Employment Opportunity
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).
Other Information
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 travelThis position does not require security clearance.
Background Check
Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening