Lead Technical Support Analyst

Lead Technical Support Analyst

Job ID: 297671
Location: Kennesaw, Georgia
Full/Part Time: Full Time
Regular/Temporary: Regular

Location

(Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144.
Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060.

Job Summary

Leads technical support operations, providing advanced troubleshooting for macOS, Windows, and mobile operating systems (iOS, Android). Mentors and guides team members, coordinates complex hardware and software support, and ensures optimal performance of IT resources. Responsibilities include managing classroom technology, peripheral devices, and enterprise tools such as ServiceNow, SCCM, and Bomgar. Support is delivered proactively via email, phone, and on-site assistance to achieve timely resolutions and exceptional customer service.

Responsibilities

KEY RESPONSIBILITIES:

1. Leads technical support operations for macOS, Windows, and mobile platforms
2. Mentors and guides assigned team members to ensure high-quality service delivery and performance
3. Coordinates complex hardware and software troubleshooting and vendor interaction
4. Manages imaging and deployment processes using SCCM and related tools
5. Oversees ServiceNow ticketing, asset tracking, and inventory management
6. Provides proactive support via email, phone, and on-site assistance
7. Manages and maintains departmental tools, spare parts, and supplies
8. Ensures compliance with ITIL principles, data protection standards, and endpoint security
9. Collaborates with stakeholders to improve classroom technology and AV systems
10. Drives continuous improvement initiatives and maintain exceptional customer service
11. Coordinates and leads support for required events, conferences, projects, and initiatives

Required Qualifications

Educational Requirements
Bachelor's degree from an accredited institution of higher education or an equivalent combination of relevant education and/or experience

Other Required Qualifications
Current, valid, and unrestricted driver's license

Required Experience
Three (3) years of related experience.

Preferred Qualifications

Additional Preferred Qualifications
ITIL Foundation certification is a plus

Preferred Educational Qualifications
An advanced degree from an accredited institution of higher education in a related field

Preferred Experience
Experience having led a team or mentored others
Hands-on experience supporting Windows OS, macOS, and mobile devices

Knowledge, Skills, & Abilities

ABILITIES
Able to troubleshoot hardware, software, and network connectivity issues.
Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE
Strong understanding of ITIL principles and service management best practices.
Experience with and knowledge of Audio Visual and Instructional technology
Knowledge of imaging tools (SCCM) and asset management systems.
Experience handling technical vendor relationships

SKILLS
Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management, and presentation skills
Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, macOS, Windows, iOS, and Android support)
Skilled in using remote support tools (Bomgar) and MDM solutions.
Strong attention to detail and follow up skills
Strong customer service skills and phone and e-mail etiquette

Other Information
This is a supervisory position.
This position does not have any financial responsibilities.
This position will be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time

Background Check
Standard Enhanced
Education
MVR

To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=43000&JobOpeningId=297671&PostingSeq=1