Senior IT Support Engineer — Proactive Tech & Training Lead

Georgia Tech; Atlanta (GA); On-site; USD 85,000 - 98,000; Full time

Job summary

Georgia Tech is seeking an Information Technology Support Engineer to provide advanced technical support for complex hardware and software issues across the institute. You will diagnose problems, document configurations, and help shape IT policies while collaborating with multiple teams to ensure reliable technology services for faculty, staff, and students.

The role involves monitoring system performance, sharing knowledge through training, and contributing to project teams implementing new

Qualifications

• Bachelor's degree in related discipline or equivalent combination of education and experience.
• Six or more years of relevant experience.
• Advanced certification may be preferred or required (some profiles may require additional education).

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.

Skills

Business analysis

Stakeholder discovery

Requirements elicitation

Process mapping

Solution definition

Cross-functional collaboration

Decision making

Education

Bachelor's degree

Tools

Power BI

Power Automate

PowerShell

Job description

Georgia Tech is seeking an Information Technology Support Engineer to provide advanced technical support for complex hardware and software issues across the institute. You will diagnose problems, document configurations, and help shape IT policies while collaborating with multiple teams to ensure reliable technology services for faculty, staff, and students.

The role involves monitoring system performance, sharing knowledge through training, and contributing to project teams implementing new