Information Technology Support Engineer (CEE)

Inside Higher Ed; Atlanta (GA); On-site; USD 77,000 - 80,000; Full time

Job summary

A higher education institution in Atlanta seeks an Information Technology Support Engineer to provide advanced technical support and solutions for complex issues. The ideal candidate will have an Associate's Degree and two years of relevant experience. The role involves diagnosing problems, implementing solutions, and collaborating with IT teams. Salary is $77,000 - $80,000 annually, and the position adheres to equal employment opportunity standards.

Qualifications

• Two or more years of relevant experience is required.
• Proficient in Linux, Windows, and macOS operating systems is preferred.

Responsibilities

• Provide advanced technical support for complex hardware and software issues.
• Document technical processes and solutions to improve support services.
• Conduct training sessions for IT staff and end-users.

Skills

Technical support in Linux

Technical support in Windows

Technical support in macOS

Help desk ticketing systems

IT Service Management (ITSM)

Education

Associate's Degree in related discipline

Bachelor's Degree in related discipline (preferred)

Job description

Information Technology Support Engineer (CEE) – Atlanta, GA

Job Title: Information Technology Support Engineer (CEE)

Location: Atlanta, Georgia

Regular/Temporary: Regular

Full/Part Time: Full-Time

Job ID: 289927

Job Summary

Information Technology Support Engineers provide advanced technical support and solutions for complex hardware and software issues within the institution. This role involves diagnosing problems, implementing fixes, and collaborating with other IT teams to ensure the reliability and efficiency of technology services provided to faculty, staff, and students.

Responsibilities

• Provide advanced technical support for complex hardware and software issues, diagnosing problems and implementing effective solutions.
• Document technical processes, configurations, and solutions to create a knowledge base that supports continuous improvement in support services.
• Assist in the development and implementation of Information Technology policies, procedures, and standards to ensure consistent and effective support operations.
• Conduct training sessions for other Information Technology staff and end-users on technical topics, promoting knowledge sharing and skill development within the team.
• Monitor and analyze system performance, identifying trends and potential issues to proactively address them before they impact users.
• Stay informed about emerging technologies and industry trends, evaluating their potential impact on the institution and recommending adoption as appropriate.
• Participate in project teams to implement new technology solutions, providing technical expertise and support throughout the project lifecycle.
• Prepare and present reports on support activities, metrics, and system performance to management, highlighting successes and areas for improvement.
• Collaborate with Information Technology teams to troubleshoot and resolve incidents that require specialized knowledge and expertise in technology systems.
• Perform other job-related duties as assigned.

Required Qualifications

• Educational Requirements: Associate's Degree in related discipline or equivalent combination of education and experience.
• Required Experience: Two or more years of relevant experience.

Preferred Qualifications

• Preferred Educational Qualifications: Bachelor's Degree in related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required (some profiles may require additional education).
• Proficient in Linux, Windows, and macOS operating systems, with strong command-line skills across each platform for system navigation, configuration, and troubleshooting.
• Provide technical support to end users through help desk ticketing systems, email correspondence, and in-person assistance.
• Possess experience supporting hybrid and remote work environments.
• Demonstrate familiarity with IT Service Management (ITSM) platforms.

Salary

Salary Range: $77,000 - $80,000 annually

Other Information

The University System of Georgia (USG) and Georgia Tech policies apply. This position is not supervisory, does not have financial responsibilities, does not require travel or security clearance, and does not involve a purchasing card (P-Card).

Equal Employment Opportunity: The Georgia Institute of Technology is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. Georgia Tech prohibits discrimination in its programs, activities, employment, and admissions, and complies with applicable laws and regulations governing equal opportunity in the workplace.

Background Check: Successful candidate must be able to pass a background check.