Technical Support Analyst

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

About Us

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our strategic plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

Overview

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our strategic plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech

Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:

• Students are our top priority.
• We strive for excellence.
• We thrive on diversity.
• We celebrate collaboration.
• We champion innovation.
• We safeguard freedom of inquiry and expression.
• We nurture the wellbeing of our community.
• We act ethically.
• We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

At Georgia Tech Housing and Residence Life, we set the stage for an unparalleled residential experience. From first-year students starting their college journey to graduate students and families finding their home away from home, we provide well-maintained, sustainable, and affordable housing that meets the diverse needs of our community.

Job Summary

Technical Support Analysts provide technical assistance and support for hardware, software, and network issues encountered by users within the institution. This role involves diagnosing problems, troubleshooting issues, and offering solutions to ensure that technology resources function effectively and meet the needs of the institution's community.

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.

Educational Requirements

Required Qualifications

Bachelor's degree in related discipline or equivalent, related experience.

Required Experience

6+ years of relevant experience.

Preferred Qualifications

• 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

Proposed Salary

Salary Range: $ 85,000- $95,000

Skills

Knowledge, Skills, & Abilities

This job requires working knowledge of and application of IT project management principles, components and processes. Skills in budgeting, written and oral communications and ability to effectively interact with technical and non-technical staff are also required.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

Other Information

This is not a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is not considered a position of trust.

This position does not require a purchasing card (P-Card).

This position will not travel.

This position does not require security clearance.

This is an On-site position in Atlanta, GA

Background Check

Successful candidate must be able to pass a background check. Please visit https://usg.policystat.com/policy/19298143/latest/