"IT Systems Support Analyst"

Job Summary

As a member of Augusta University's (AU) Information Technology (IT) division, the staff members will adhere to the highest standards of customer service and professionalism in the implementation of all duties and responsibilities. The IT Systems Support Professional is a critical source of dedicated technology support for students, faculty, and staff across all campuses of the Medical College of Georgia and is designated as essential personnel for AU-IT operations. With duties ranging from audiovisual support, personal computing hardware/software support, lecture capture, network connectivity diagnostics, simulation device support, telehealth device support, and productivity software diagnostics, this position is a fundamental necessity for optimal operations. Under limited leadership, the incumbent will provide clear, concise, and diplomatic communications with effective strategies to resolve issues, or escalate for resolution, as appropriate. The position will require day and overnight travel throughout the State of Georgia.

Responsibilities

TECHNICAL SUPPORT: Provides primary IT support for technical issues at regional/clinical campuses of the Medical College of Georgia. Delivers remote or on-site diagnostic/repair support for a variety of technologies employed in administrative, academic, and simulation operations. Functions as liaison for ancillary IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

ALTERNATE SUPPORT: Provides alternate IT support for the Medical College of Georgia's primary campus in Augusta, providing on-site diagnostic/repair support for a variety of technologies utilized in administrative operations. Functions as liaison for ancillary AU and AU-IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

SERVICE MANAGEMENT APPLICATION: Completes and oversees the timely submission of reported problems through AU's Information Technology Service Management (ITSM) application. Fully documents support efforts, ensuring appropriate Service Level Agreements (SLA) are met and services restored as efficiently as possible. Proactively monitors reported or resolved incidents for tracking of trends and engages others as necessary for preventive or corrective actions.

SYSTEM SUPPORT: Proactively tests, maintains, and facilitates the usage of small group collaborative video-conferencing systems, web-conferencing systems, and related technology to support academic teaching, administrative meetings, and special events within departmental spaces.

ADVISE/CONSULT CUSTOMERS: Consults and advises customers on best practices for IT engagement, adherence to security policies, data storage, asset management tracking, evaluation of hardware/software upgrades/refresh, and productivity software collaboration to optimize departmental practices and procedures.

REGIONAL SUPPORT: For assigned regional/clinical campuses, champions site-specific coordinated support efforts between regional/clinical campus, AU-IT groups, USG networking, host IT group, or contracted vendors. Maintains accurate records of all relevant support contacts and contracts for each regional/clinical campus, including the appropriate steps to take for after-hours support needs.

TECHNOLOGY SOLUTIONS: Participates in the evaluation, recommendation, development, and implementation of reliable, efficient, and cost-effective technology solutions through partnerships with vendors and select AU-IT groups.

Perform other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university and two years of related field experience OR Associate's degree from an accredited college or university and three years of directly related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and seven years of directly related experience and a minimum of two related certifications, i.e. CompTIA A+, or CTS. Must possess and maintain a valid state driver's license.

Preferred Qualifications

Technical certifications or experience working with: Comp TIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, Project Management certification (any level). Master's degree from an accredited college or university in Instructional/Educational Technology, Information Technology, or related field. Experience in a higher education environment. Teaching and/or training experience.

Knowledge, Skills, & Abilities

KNOWLEDGE
Advanced knowledge of Windows and Apple hardware/software/OS/iOS support practices.
Advanced knowledge of productivity software such Microsoft Office, Adobe Creative Cloud, as well as cloud-based storage such as Box and OneDrive installation and operation.
Knowledge of network connectivity, topography, and use of wireless networking, videoconferencing, Zoom/Teams web conferencing, and live streaming.
Knowledgeable in the configuration and operation of presentation systems, computer-based simulation, lecture capture, and related collaborative solutions found in classrooms, conference rooms, and event settings.

SKILLS
Excellent interpersonal, written, and verbal communication skills.
Detail-oriented with strong prioritization and organizational skills.
Skilled and experienced in providing exceptional customer service.

ABILITIES
Ability to communicate orally and in writing in a clear and concise manner to a variety of customer knowledge levels.
Ability to establish and maintain effective working relationships with co-workers, the AU community, and visitors to AU.
Ability to troubleshoot and resolve audiovisual system issues in a compressed timeframe.
Ability to prioritize and execute tasks in a high-pressure environment.
Ability to work before or after hours/weekends as required.
Ability to read and understand technical documentation and conduct research to identify and implement corrective solutions.
Ability to maintain confidentiality.
Ability to pay close attention to details.

Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the standard business hours may be required)

Pay Band: B10

Salary: $52,500/annually-$53,341/annually

Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!