"Technology Support Specialist II"

Job Details

Technology Support Specialist II
Job ID: 296235
Location: Georgia College & State Univ
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us Georgia College & State University (GCSU) is the state's designated public liberal arts university, where students learn the essential skills to compete in a fast-paced and technology-driven global society. The university prepares students for successful careers, leadership in communities, problem solving and life-long learning through personalized attention in a residential setting with opportunities for a variety of transformational experiences through its award-winning, high-impact practices. One of only three selective universities within the University System of Georgia and a top 10 ranked public university in the Southeast, GCSU offers undergraduate degrees in more than 40 majors, more than 30 graduate programs, doctorates in education and nursing, professional certificates, and continuing education programs. As a member of the prestigious Council of Public Liberal Arts Colleges (COPLAC), GCSU is committed to fostering a liberal arts environment that values academic preeminence, interdisciplinary inquiry and an inclusive learning community. GCSU enjoys a strong reputation for academic excellence and nationally ranked programs according to US News & World Report, The Princeton Review and Colleges of Distinction - among other ranking sources. Georgia College & State University takes great pride in combining the educational experience of a private liberal arts college with the affordability of a public university. Faculty and staff are dedicated to student engagement and experiential learning through high-impact practices such as internships, service- and community-based learning, leadership development, study abroad opportunities, mentored undergraduate research and a capstone project that fosters intellectual curiosity, reasoned inquiry and critical thinking. The university's beautiful and historic campus is located downtown in Milledgeville, Georgia, a charming college town of approximately 19,000 residents in Central Georgia, and only 90 miles southeast of Atlanta. Milledgeville is also the home of noted American author and alumna, Flannery O'Connor, '45, and the college community enjoys many exciting literary arts programs at O'Connor's former home, Andalusia, a National Historic Landmark owned by the university. Milledgeville is located on the banks of beautiful Lake Sinclair and Lake Oconee, allowing faculty, staff and students to take full advantage of the environmental and recreational benefits of being part of a lake community. For cultural, educational and leisure opportunities beyond Milledgeville - Macon and Atlanta are located within easy driving distances. Georgia College & State University is dedicated to protecting academic freedom in addition to supporting freedom of expression as outlined in the University System of Georgia's Freedom of Expression and Academic Freedom policy and its Ethics Code of Conduct. For more information, visit us online at gcsu.edu. Job Summary The IT Support Specialist II reports to the Client Support Services Manager. The IT Support Specialist II delivers advanced technical support and exceptional customer service across the organization. This role involves troubleshooting complex issues, managing device deployments, and supporting users of all technical backgrounds. The specialist maintains thorough documentation while building positive organizational relationships. This role will involve rotational frontline IT Service Desk duties. Responsibilities Customer Support & Technical Services - 60 - Delivering exceptional customer service to all individuals and varying skill levels by providing technical support through multiple channels including in-person assistance, phone support, and remote connection - Troubleshoot, diagnose, and resolve complex hardware, software, and system issues with precision and efficiency - Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment such as printers, scanners, etc. - Assist users in accessing and utilizing enterprise software applications including email platforms, virtual desktops, Learning Management Systems, and more. - Provide Audio Visual support in classroom and conference room space - Perform network troubleshooting including Wi-Fi connectivity and VPN access issues - Set up and deploy virtual machines, particularly with VMWare Horizon View ITSM Work - 30 - Maintain comprehensive ITSM helpdesk system incident records, ensuring all service requests are properly logged, categorized, and prioritized - Regularly update ticket status with thorough documentation of troubleshooting steps, work in progress and ensuring resolution within established service level agreements (SLAs) - Acquire and maintain working knowledge of a wide range of applications and systems Other Duties - 10 - Train and mentor student workers on IT support procedures and troubleshooting techniques - Delegate and monitor tasks assigned to student workers, ensuring accurate and timely completion - Assist with shift scheduling to maintain adequate help desk coverage - Provide constructive performance feedback to support student worker development - Adapt to changing priorities while maintaining high standards of service quality - Perform additional duties as assigned by supervisor to support departmental objectives - As assigned by supervisor Required Qualifications Educational Requirements - Four-year college diploma in Information Systems, Computer Science, or related field OR - Two-year college diploma in Information Systems, Computer Science, or related field with equivalent experience Required Experience - Minimum: 2+ years working in a technical support environment providing end-user support of Windows and MacOS endpoints Preferred Qualifications Additional Preferred Qualifications - Current Apple Repair Technician certifications - Current Dell Tech Repair Preferred Experience 5+ years working with Windows and Mac endpoints, focusing on endpoint deployment Required Documents to Attach - Cover Letter - Resume / CV - List of References Knowledge, Skills, & Abilities ABILITIES - Independently perform customer support duties - Skillfully troubleshoot, diagnose and resolve techniques issues - Independently perform system installations, problem correction and equipment repair KNOWLEDGE - In-depth knowledge of Microsoft Windows and Mac OS operating systems - Proficiency with Microsoft Endpoint Manager(Intune) and JAMF - Experience with mobile devices, peripherals, and networking concepts (Wi-Fi, VPN) - Skilled in setting up and deploying virtual machines, particularly with VMWare Horizon View - Proficient with office productivity suites (Microsoft Office, Google Workspace) - Experience with remote support management tools - Familiarity with IT Service Management (ITSM) tools and ticketing systems for incident management SKILLS - Problem-Solving: Demonstrated ability to troubleshoot, diagnose, and correct complex computer problems in a timely manner - Analytical Skills: Strong capability to investigate and analyze information, draw conclusions, and identify patterns - Communication Skills: Excellent written and verbal communication skills with ability to explain technical concepts to our users - Documentation: Skilled in documenting work in progress, issues, resolutions, and user instructions with clarity and thoroughness - Customer Service: Dedicated to providing professional, timely, and courteous support with genuine commitment to helping others succeed - Multitasking: Proven ability to manage multiple priorities effectively in busy, fast-paced environments - Teamwork: Ability to work collaboratively as part of a team while interacting professionally with colleagues and users - Adaptability: Proactive problem-solver who can adjust to changing priorities and emerging technologies USG Core Values The University System of Georgia is comprised of our 25 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 on-line 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 on-line at https://www.usg.edu/policymanual/section6/C2653. Equal Employment Opportunity Georgia College & State University (GCSU) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. No person shall, on the grounds of race, color, sex (including pregnancy, sexual orientation, and gender identity), religion, national origin, age, disability, veteran status, or genetic information, be excluded from employment or participation in, be denied the benefits of, or otherwise be subjected to discrimination, under any program or activity conducted by GCSU. Georgia College & State University is a national award-winning institution in areas of student success and achievement. It strives to achieve excellence in the composition of its community, educational programs, university policies, research and scholarship, campus life, employment practices, extracurricular activities, and community outreach. It is a priority of the university to be a welcoming and inclusive environment so that its campus culture will enhance the ability of its community members to succeed in their endeavors, to be respected as individuals, and to feel a sense of belonging. Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will not be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position will not travel This position does not require security clearance. Background Check - Criminal Background Check - Education Verification - MVR Check