IT Support Associate

Job Description

Responsible for a wide range of services including, but not limited to, computer operation, monitoring data security, technical support, troubleshooting, software testing, and analyzing usability. Tasks are also dependent on the complexity of software and hardware, as well as the number of systems. The IT Support group may seek guidance or report to IT Management.

Job Responsibilities

• Provides first level technical computing support and related services to customers. Includes production control, computer software, hardware, and operating systems.
• Trains faculty and staff on multimedia equipment.
• Troubleshoots and resolves operational and technical issues utilizing standard procedures.
• Sets up, maintains, upgrades, and repairs multimedia equipment or systems. Maintains computer systems and labs.
• Runs diagnostics; installs operating systems and generic device drivers.
• Assembles and tests computers and peripheral equipment, including options such as interface cards and disk drivers.
• Performs straight forward upgrades including planning/scheduling, testing, and coordination.
• Drafts documentation for desktop/helpdesk end user.
• Monitors and maintains compliance and continuity with software licensing and maintenance agreements.
• Assists with configuring infrastructure to implement design specifications and configuration
• Assists with developing, implementing, and executing test plans and schedules in accordance with project scope, quality, and timeframe requirements.
• Assists with preparing charts, diagrams, correspondence, and technical documents.

Minimum Qualifications

Knowledge of standard technology support procedures and practices obtained by a high school degree or GED and a minimum of 2 years technology support experience. An equivalent combination of education, training, and experience is acceptable.

Specific knowledge, certifications, and licensure will apply at the position level.

Preferred Qualifications

• Experience delivering results in a large or federated environment (higher ed, public sector).
• Demonstrated impact on satisfaction, reliability, adoption, or other metrics.
• Ability to work and collaborate effectively with partners, customers, and stakeholders with various perspectives and needs
• Strong skills in written and verbal communication, especially stakeholder communication and collaboration.
• Familiarity with IT risk, accessibility, and security practices.
• Comfort with IT methodologies and practices (agile, service management, etc.).

Working Conditions/Physical Demands

• Full-time with possible rotating shifts to cover extended support hours, M-F, on-site at the Athens campus
• Occasional evening/weekend shifts and coverage during start-of-term or incidents.
• Overtime may be required during peak periods and must be pre-approved.
• Primary location: Athens campus
• This role involves both desk-based work and hands-on support of technology in office, classroom, or data center environments.
• Physical demands range from extended use of a computer to lifting and installing IT equipment (up to 50 pounds).
• Work may require movement across campus, working in confined spaces, and standing for long periods.