IT Support Specialist, Lead

Description:

IT Support Specialist, Lead

Georgia State University

Instructional Innovation and Technology

Client Services

Why work at Georgia State University (GSU)? GSU is listed as the No. 2 most innovative university (U.S. News & World Report, 2023). It is a thriving research institution that provides a challenging and collaborative intellectual environment for its staff, faculty, graduate students, and postdoctoral fellows.

Putting technology to work at Georgia State University. Are you passionate about technology, your clients' success, and looking to make a difference? Georgia State is a leading force in the digital transformation of higher education. Georgia State's central technology services group, Instructional Innovation and Technology (IIT), seeks to inspire, support, and enable innovative solutions to advance learning, research and economic enterprise. IIT is leading the pursuit to find solutions to the unique challenges associated with information technology and serve as leaders in a global network of knowledge creation and sharing by earning the role of valued partners and trusted advisors for evolving technology solutions, discovering, creating and implementing new models of higher education for a community of distinct learners, creating and supporting innovative solutions that improve the lives of our students, our city and our state, attracting, developing and retaining talented and capable professionals and fostering an innovative culture of leaders where collaboration, ownership, creativity and efficiency are key.

Are you looking for an opportunity to enter an innovative work environment for technology? Do you enjoy seeking solutions to technical issues and providing exceptional customer service? If so, you are just who we need.

WHAT MAKES GSU A GREAT PLACE TO WORK?

• Generous benefits, including health, dental, vision, tuition assistance program, retirement, etc.

• A knowledge-sharing organization that works collaboratively with diverse partners.

• A flexible work environment

WHAT MAKES THE INSTRUCTIONAL INNOVATION AND TECHNOLOGY DIVISION A GREAT PALCE TO WORK?

• Professional development opportunities

• The opportunity to be on the cutting edge of technology.

• You will work with compassionate team members.

• You will feel a sense of purpose and accomplishment.

• You will have work in a collaborative and creative environment.

Georgia State University's Instructional Innovation and Technology (IIT) is seeking a skilled and diverse professional IT Support Specialist, Lead , to join our vibrant and growing team. Under the general supervision of the Assistant Manager, Desktop Support, this position is responsible for following detailed, semi-complex instruction to install, uninstall, upgrade, operate, troubleshoot and repair a wide variety of audio-visual equipment, networking equipment, computer hardware and software and mobile devices.

HERE'S WHAT YOU WILL DO

The scope of responsibilities for this position will include these essential duties but is not limited to the following:

• Assist the manager in making decisions related to recruiting, counseling, planning, evaluating and disciplining employees. Provide supervisory oversite of subordinate staff.

• Assist manager in administering policies and procedures, monitoring compliance of Service Level Agreements, and resolving customer satisfaction issues to a positive outcome. Track the progress of IT projects.

• Follow complex instructions to install, uninstall, upgrade, operate, troubleshoot and repair audio-visual equipment, networking equipment, telephone equipment, computer hardware and software and mobile devices.

• Utilize incident response system to track, document and record steps performed to resolve issues. Provide technical support and training services.

• Train and mentor less experienced Associate and Intermediate IT Technicians.

• Time reporting, documentation, and other administrative duties.

• Act as consultant agent to department as needed

Disclaimer:

This job requisition provides a high-level job definition. It is not intended to provide a comprehensive or exclusive list of job duties.

As such, job duties and/or responsibilities within the context of this job requisition may change at the discretion the employee's direct supervisor.

Qualifications:

Minimum Hiring Qualifications:

Bachelor's degree and three years of related experience, or a combination of education and related experience.

Preferred Hiring Qualifications:

Working knowledge of various audio-visual equipment , computer hardware, networking equipment and computer software systems

• Effective oral and written communication with internal and external customers.

• Ability to multitask, prioritize and exercise independent judgment.

• Certification(s): A , Apple, Net , ITIL