Technical Support Specialist II

The University of North Georgia is currently accepting applications for a Technical Support Specialist II on the Gainesville campus. The Technical Support Specialist II (TSS II) provides responsive, high-quality technical support for UNG faculty, staff, and students, and helps maintain a reliable end-user computing environment. This role installs, configures, diagnoses, repairs, maintains, and upgrades end-user hardware, software, and peripherals to ensure effective and secure operation. The TSS II resolves issues in person, by phone, using remote support tools, and through email or chat, delivering timely and accurate solutions. This position also supports documentation, knowledge sharing, and coordinated work with other IT units. Use of a mobile device is required to perform job duties. This position is on-campus.

Responsibilities

• Respond to incoming service desk tickets, phone calls, email, and chat. Provide front-line and advanced technical support to faculty, staff, and students while meeting service level expectations.
• Analyze, diagnose, and resolve Tier I/II and selected Tier III issues involving hardware, software, operating systems, and peripherals, including remote users.
• Install, configure, test, maintain, monitor, and troubleshoot workstations, laptops, printers, mobile devices, and related software.
• Perform approved system configuration changes and device deployments in coordination with other IT teams.
• Create and maintain technical documentation and knowledge base articles; provide just-in-time end-user guidance when needed
• Ensure accurate ticket documentation, asset tracking, and adherence to escalation and support procedures.
• Other duties as assigned.

Knowledge, Skills, & Abilities

• Knowledge of PC hardware installation, maintenance, and repair; Windows and Apple operating systems; and peripheral support.
• Knowledge of workstation networking within an Active Directory environment, including PC imaging, remote management, and remote support tools.
• Working knowledge of ITIL processes and IT service management (ITSM) best practices.
• Strong oral and written communication skills with the ability to explain technical concepts to nontechnical users.
• Proven interpersonal and teamwork skills.
• Ability to manage multiple priorities, work independently, and meet deadlines.
• Must possess the mobility to work in a standard office and campus environment and to use standard office equipment, including computers and related technology.
• Must have the stamina to maintain attention to detail despite frequent interruptions.
• Ability to lift, carry, and transport equipment and materials weighing up to 25 pounds.
• Must possess sufficient vision to read printed materials and computer screens, and sufficient hearing and speech to communicate effectively in person, by telephone, and through electronic communication tools.
• Ability to sit for extended periods of time.
• Must be able to successfully complete and maintain good standing in the institution's golf cart driver certification for the purpose of transporting computers and peripheral equipment, responding to critical support requests, and traveling between campus locations.
• Use of a mobile device is required for responding to email, work orders, and Microsoft Teams messages while working in the field.
• Must maintain a valid state issued driver's license in good standing.

Required Qualifications

• Associate degree (Computer Science or Computer Information Systems preferred); or 60 college credit hours toward a degree; or an equivalent combination of education and experience.
• At least one year of hands' on experience in general computer installation, maintenance, and repair.
• Valid state issued driver's license required.

Preferred Qualifications

• Experience in computer life-cycle management and operations management is preferred.
• Familiarity with project-based work is desired.
• Dell, CompTIA A+, or n equivalent IT-related certification preferred.
• Apple, Microsoft, and ITIL certifications desired.

Required Documents to Attach

• Resume
• Cover letter
• Contact information for three professional references.