Job Description

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values https://www.augusta.edu/about/mission.php make Augusta University an institution like no other.

Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state.

The University System of Georgia https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office is comprised of our 26 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 online 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 online at https://www.usg.edu/policymanual/section6/C2653.

Location

Augusta University- Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912 Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904

College/Department Information

The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators, advance learning, discovery and care.

Job Summary

Within each embedded support team, a PC Systems Analyst (PCSA) is devoted to the technology support needs of the college(s) in that area as they seek to further Augusta University's mission of providing leadership and excellence in teaching, discovery, clinical care and service. Under the general supervision of their team's leadership, the PCSA is an IT rescue "go-to" for their community and provides fast, professional and friendly resolution for the barriers that appear in modern computing on a regular basis. Furthermore, the PCSA is committed to proactively reducing frequency and impact of these problems in the first place. This person is always looking for ways to improve processes and maximize time and cost efficiencies for the university. In addition to traditional IT support and troubleshooting, this role provides consultation and individualized training for faculty and staff use of enterprise technologies, including hardware, software and web applications, escalating to appropriate teams where appropriate and ensuring accurate documentation throughout. This is a fast-paced, challenging and mobile role and it is an important part of the IT customer experience team.

Responsibilities

TROUBLESHOOTING & SUPPORT: Provides Tier I, Tier II, and Tier III technology support for systems unique to departments within the assigned area of support. Provides expert assistance in analyzing and troubleshooting issues with research devices/systems and their connectivity and integration with AU-IT resources. Provides on-site analysis, testing, validation, collaborative troubleshooting, and feedback to ensure the functionality of systems and devices. Fully documents incidents or requests in an Information Technology Service Management (ITSM) application capturing all necessary steps for successful resolution.

TECHNOLOGY SUPPORT: Provides Tier I and Tier II technology support for essential applications within supported departments and colleges of AU. Collaborate with IT Systems Engineers, Business System Analysts, Systems Architects, and Cybersecurity Engineers for software installation, upgrades, or integration of AU resources with vendor provided devices or testing systems. Champions escalated Tier III support with AU-IT groups and vendors as necessary. Fully documents incidents or requests in an Information Technology Service Management (ITSM) application capturing all necessary steps for successful resolution.

CUSTOMER SUPPORT: Provides remote and in-person Tier I and Tier II technology support for administrative computing systems and peripherals. Champions the timely resolution of Tier III support through escalated tickets with internal and external support groups.

DEPLOYMENT OF DEVICES: Gain expertise in the use of the workstation management tools such as PowerShell and Microsoft Installer (MSI) and implement the tools to enhance AU-IT support capabilities across supported departments and colleges. In collaboration with System Engineers, vendors, and end users deploy software installation packages and de-bugs packages post implementation.

DEVELOPMENT OF KBAS: Develops and maintains ITSM knowledge base articles to define triage and troubleshooting strategies for defined IT processes, specialty software troubleshooting, or other issues that impact client operations.

: Perform all other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university in Computer Science or related field and one year of related experience OR Associate's degree/Technical Diploma in Computer Science or related field and three years of demonstrated related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and five years of related field experience and two applicable certificates.

Knowledge, Skills, & Abilities

KNOWLEDGE

SKILLS

Strong analytical, time management, organizational and prioritization skills.

ABILITIES

Ability to maintain confidentiality and work effectively within a team. Ability to analyze a problem and define/implement the solution to the problem. In depth knowledge of computer hardware, software, operating systems and internet/network connectivity. Proven ability to develop an effective, collaborative working relationship with a variety of representative groups.

Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the normal business hours may be required) Pay Band: B11 Salary: $56,600/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!

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 [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Driver's License Statement

The Human Resources Division will request a driver's history report for the identified top candidate(s) for this position. We will initiate this through our Background Check Vendor; this report will come from the Department of Motor Vehicles. The selected candidate must have a valid driver's license.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success." Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited. Equal Employment Opportunity Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.