Senior IT Support Analyst – Enterprise Systems & Training

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

Job summary

Georgia Tech Housing and Residence Life is seeking a Technical Support Analyst to deliver IT help desk services across campus. You will diagnose hardware, software, and network issues and guide users toward reliable solutions.

This on-site role requires a Bachelor's degree and 6+ years of relevant experience, with familiarity of enterprise systems like StarRez and AiM. The position offers growth, teamwork, and opportunities to improve campus technology workflows. Salary range is $85,000-$95,000.

Qualifications

• Bachelor's degree in a related discipline or equivalent experience.
• At least 6+ years of relevant experience.
• Experience with StarRez, AiM and similar enterprise systems.

Responsibilities

• Provide technical assistance and support to users for hardware, software, and networking issues within the institution.
• Diagnose and troubleshoot technical problems using remote access tools and diagnostic software.
• Maintain detailed documentation of support requests, resolutions, and user interactions.
• Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications.
• Educate users on best practices for technology use and cybersecurity awareness.
• 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 SLAs.
• Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could improve support services.
• Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows.

Skills

Technical support

Troubleshooting

Documentation

Training delivery

Cybersecurity basics

Education

Bachelor's degree in related discipline

Tools

StarRez

AiM

CRM/ERP systems

Job description

Georgia Tech Housing and Residence Life is seeking a Technical Support Analyst to deliver IT help desk services across campus. You will diagnose hardware, software, and network issues and guide users toward reliable solutions.

This on-site role requires a Bachelor's degree and 6+ years of relevant experience, with familiarity of enterprise systems like StarRez and AiM. The position offers growth, teamwork, and opportunities to improve campus technology workflows. Salary range is $85,000-$95,000.