Technical Support Associate - Senior

Georgia Institute of Technology; Atlanta (GA); On-site; USD 47,000 - 78,000; Full time

Job summary

Georgia Institute of Technology in Atlanta, GA seeks a Senior Technical Support Associate to provide expert assistance for IT systems, applications, and hardware. You will respond to inquiries, troubleshoot issues, and ensure smooth operation of services across campus.

The role requires an Associate’s degree (or equivalent) and at least four years of relevant experience, with strong customer service and communication skills to support a diverse community of students and staff.

Qualifications

• Associate degree or equivalent combination of education and experience.
• Four or more years of relevant IT support experience.
• Strong customer service and communication skills.

Responsibilities

• Provide technical assistance and support to end-users for IT systems, software, and hardware.
• Troubleshoot technical problems, identify root causes, and resolve issues promptly.
• Respond to user inquiries, service requests, and incidents via phone, email, or in-person.
• Document solutions and troubleshooting steps in ticketing systems.
• Install, configure, and update software applications, drivers, and patches on user devices.
• Conduct user training and knowledge sharing sessions to improve end-user skills.
• Maintain IT equipment inventory and assist with setup and deployment.
• Follow IT policies and security protocols to protect data and systems.
• Collaborate with IT teams and vendors to resolve complex issues.
• Perform other job-related duties as assigned.

Skills

Customer service

Problem solving

Documentation

Communication

Education

Associate's Degree

Job description

Job Title:

Technical Support Associate - Senior

Location:

Atlanta, Georgia

Regular/Temporary:

Regular

Full/Part Time:

Full-Time

Job ID:

303450

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.

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:

1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. 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.

The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university. OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers.

Location

Atlanta, Georgia

Job Summary

Technical Support Associates provide assistance and troubleshooting for Information Technology systems, applications, and hardware. They respond to user inquiries, resolve technical issues, and ensure the smooth operation of Information Technology systems and services.

Responsibilities

• Provide technical assistance and support to end-users for Information Technology systems, software, and hardware-related issues.
• Troubleshoot technical problems, identify root causes, and resolve Information Technology issues in a timely and efficient manner.
• Respond to user inquiries, service requests, and incidents through phone, email, or in-person communication channels.
• Document technical solutions, troubleshooting steps, and issue resolutions in Information Technology ticketing systems.
• Install, configure, and update software applications, drivers, and patches on user devices as needed.
• Conduct user training, tutorials, and knowledge sharing sessions to enhance end-user Information Technology skills and knowledge.
• Maintain Information Technology equipment inventory, track hardware assets, and assist with equipment setup and deployment.
• Adhere to Information Technology policies, procedures, and security protocols to ensure data protection and system integrity.
• Collaborate with Information Technology teams and vendors to elevate complex technical issues and coordinate problem resolution.
• Perform other job‑related duties as assigned.

Required Qualifications

• Associate's Degree in related discipline or equivalent combination of education and experience.
• Four or more years of relevant experience.

Proposed Salary

Budget is up to $78,023, depending on experience and preferred skills

Knowledge, Skills, & Abilities

This job requires a working knowledge of and skill in the installation and maintenance of information technology hardware and software, both centrally supported and specific to an assigned campus unit. Included are skills in problem solving, customer service, system documentation and communications.

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.

Background Check

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