Tech Support Analyst: IT Troubleshooting & Training

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

Job summary

Georgia Tech is seeking a Technical Support Analyst in Atlanta to provide comprehensive technical assistance for hardware, software, and network issues across the university. Responsibilities include diagnosing problems, maintaining documentation, and guiding users on cybersecurity best practices.

The role emphasizes installation, configuration, and maintenance of systems, user education, and proactive engagement with IT teams to improve processes.

Qualifications

• Bachelor's degree in related discipline or equivalent, related experience.
• 6+ years of relevant experience.
• Experience with StarRez, AiM and similar enterprise systems for housing, facilities, CRM, and workflows.
• Three or more years as a system administrator or power user for an enterprise-wide platform.
• Experience in university/public sector environments is preferred.
• Experience in system software analysis, implementations, upgrades, testing, or enhancements.

Responsibilities

• Provide technical assistance and support to users experiencing 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 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.
• Monitor and manage support ticketing systems and SLA adherence.
• Stay informed about emerging technologies and trends in technical support.
• Collaborate with IT teams to improve support processes and workflows.
• Perform other duties as assigned.

Skills

IT project management

Budgeting

Communication skills

Education

Bachelor's degree in related discipline

Tools

StarRez

AiM

Job description

Georgia Tech is seeking a Technical Support Analyst in Atlanta to provide comprehensive technical assistance for hardware, software, and network issues across the university. Responsibilities include diagnosing problems, maintaining documentation, and guiding users on cybersecurity best practices.

The role emphasizes installation, configuration, and maintenance of systems, user education, and proactive engagement with IT teams to improve processes.