"PC Systems Analyst 1"

Job Summary

Under general supervision, performs tasks to aid in the on-going support of end-user environments including personal computers (Windows and Apple) mobile and handheld devices. Assists with audiovisual equipment and peripherals in departmental spaces. Works independently to research and resolve hardware and software problems and escalates the more complex issues to Tier II and Tier III support while following documenting and engaging with the customer. Maintains precise documentation, monitors problem/change activities and coordinates involvement of staff, clients, and vendors to ensure effective and efficient resolution of user problems.

Responsibilities

• TROUBLESHOOTING AND SUPPORT: Provides telephone, face-to-face and online support to customers. Installs, tests, troubleshoots, and maintains hardware and software products including network connectivity for PCs, Macs, mobile devices and peripherals. Facilitates data migration, backup, and recovery.
• TICKETING SYSTEM: Employs ticket tracking system and self-assigns tickets as appropriate based on priority, location and availability in a manner consistent with IT service level agreement targets. Works in partnership with peers to ensure customer concerns are addressed in a timely and responsive nature.
• COMMUNICATION: Communicates effectively with peers and customers to establish an engaging, collaborative, and effective relationship by providing detailed status information and estimated time of resolution to customers in a judicious manner.
• DOCUMENTATION: Reviews, edits, and as needed, creates clear and illustrated support documentation for use by customers and other team members. This may include knowledge base articles, how-to documents, 'cheat sheets', or other help-related files or videos.
• CUSTOMER SUPPORT: Aids and consults with customers on purchasing new technology and guides clients through the appropriate IT procurement request process.
• OTHER: Perform all other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university in a related field OR Associate's degree from an accredited college or university and one year of related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and two years of related field experience and one applicable certification.

Preferred Qualifications

Bachelor's degree from an accredited college or university in Computer Science and one year of related field experience. Preferred experience with A+ Certification, working knowledge of problem tracking software, understanding of Tier level support organizations and knowledge of the campus/hospital network infrastructure.

Knowledge, Skills, & Abilities

KNOWLEDGE

In depth knowledge of computer hardware, software, operating systems, and internet network connectivity.

SKILLS

Excellent interpersonal, written, and verbal communication skills. Detail-oriented with strong prioritization and organizational skills.

ABILITIES

Ability to maintain confidentiality. Ability to analyze and define a problem, and implement the solution. Ability to manage time wisely and in an organized manner to best complete a given set of tasks. Proven ability to communicate effectively verbally, and in writing with customers to obtain all required information necessary to determine and address their specific needs. Proven ability to work effectively within a team. Proven ability to develop an effective, collaborative working relationship with a variety of groups.

Shift/Salary/Benefits

Shift: Days; M-F. Pay Band: B9. Salary: $23.46/hourly-$23.55/hourly. 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.

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University. If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage. Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle. For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation. All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.