Senior IT Support Analyst - Enterprise Systems

Georgia Institute of Technology; Atlanta (GA); On-site; USD 85,000 - 95,000; Full time

Job summary

Georgia Institute of Technology in Atlanta seeks a Technical Support Analyst to provide expert hardware, software, and network support to faculty, staff, and students within the housing and residence life environment. You will diagnose issues, document resolutions, deliver training, manage support tickets, and collaborate with Information Technology teams to improve processes and cybersecurity awareness.

A bachelor’s degree and 6+ years of relevant experience are required; preferred skills

Qualifications

• Bachelor's degree in related discipline or equivalent.
• 6+ years of relevant experience.
• Experience with StarRez, AiM, and similar enterprise level systems used to support the management of housing residents, facilities staff, customer relationship management, operational workflows, and other critical functions.
• Three or more years of experience serving as a system administrator, functional administrator, or power user for an enterprise-wide software platform.
• Application of specialized skills within a university or public sector environment is preferred.
• Experience participating in system software analysis and requirements, implementations, upgrades, testing, or application enhancement projects.

Responsibilities

• Provide technical assistance and support to users experiencing hardware, software, and networking issues within the institution.
• Diagnose and troubleshoot technical problems, utilizing remote access tools and diagnostic software to resolve issues efficiently.
• Maintain detailed documentation of support requests, resolutions, and user interactions to ensure accurate tracking and reporting of technical support activities.
• Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications to ensure optimal performance.
• Educate users on best practices for technology use and cybersecurity awareness, promoting safe computing habits across the institution.
• Prepare and deliver training sessions and workshops to help users become more proficient in using technology resources and software applications.
• Monitor and manage support ticketing systems, ensuring timely responses and resolution of user requests in accordance with established service level agreements.
• Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could enhance support services and efficiency.
• Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.
• Perform other duties as assigned.

Skills

IT project management

Budgeting

Written communication

Verbal communication

Technical aptitude

Education

Bachelor's degree or equivalent

Tools

StarRez

AiM

Enterprise systems

Job description

Georgia Institute of Technology in Atlanta seeks a Technical Support Analyst to provide expert hardware, software, and network support to faculty, staff, and students within the housing and residence life environment. You will diagnose issues, document resolutions, deliver training, manage support tickets, and collaborate with Information Technology teams to improve processes and cybersecurity awareness.

A bachelor’s degree and 6+ years of relevant experience are required; preferred skills