Technical Support Specialist

Job Title: Technical Support Specialist (AV-IT Student Campus and Event Centers) Location: Atlanta, Georgia Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 291605 About Us Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's Mission and Values Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do: Students are our top priority. We strive for excellence. We thrive on diversity. We celebrate collaboration. We champion innovation. We safeguard freedom of inquiry and expression. We nurture the well-being of our community. We act ethically. We are responsible stewards. Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact. Job Summary Technical Support Specialists offer specialized technical assistance and expertise to address complex Information Technology issues. They diagnose and resolve technical problems, provide in-depth support, and contribute to improving technical support processes and solutions. Responsibilities Analyze and troubleshoot advanced technical issues, including system errors, performance bottlenecks, and network connectivity problems. Develop and implement technical solutions, workarounds, and patches to resolve critical Information Technology issues and minimize downtime. Provide training, guidance, and mentorship to technical support associates to enhance their technical skills and knowledge. Conduct system audits, performance evaluations, and security assessments to identify vulnerabilities and recommend solutions. Stay current on Information Technology certifications, specialized training, and industry best practices to maintain technical expertise. Document technical processes, procedures, and configurations to support technical troubleshooting and knowledge sharing. Participate in Information Technology projects, system upgrades, and service improvement initiatives to enhance technical support capabilities and service quality. Collaborate with cross-functional teams, including developers, engineers, and Information Technology administrators, to address complex technical challenges. Perform other job-related duties as assigned. Required Qualifications Bachelor's Degree in a related discipline or equivalent combination of education and experience. Six or more years of relevant experience. USG Core Values The University System of Georgia 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. Equal Employment Opportunity The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities. Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG) and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individuals race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract. Other Information Salary range: Up to $76,000 depending on experience. Location: Atlanta, GA Job grade: T05 This is 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. Serve as the technical lead for audio, visual, and production services within the John Lewis Student Center, Exhibition Hall, Academy of Medicine, and additional supported venues. Supervise the Audio and Visual Production Coordinator (Technical Support Associate) and student AV Crew, providing training, mentorship, and performance feedback. Lead A/V technical execution for high-profile live and hybrid events, providing advanced troubleshooting and on-the-spot technical solutions. Oversee daily operation, maintenance, and lifecycle planning for A/V systems and coordinate with OIT, ASC, Facilities, and vendors on upgrades and repairs. Partner with Event Services and campus stakeholders to assess event needs, align solutions with client goals, and ensure high-quality service delivery. Monitor service quality through client feedback, support metrics, and ticketing trends to inform continuous improvements. Research and implement emerging A/V technologies, including hybrid event solutions, live streaming, and accessibility technology. Develop and maintain a centralized knowledge base for A/V services, including user guides, troubleshooting documentation, and best practices. Requires frequent evening and weekend hours based on event schedules. Must be able to lift and transport up to 50 pounds of A/V equipment. Operates in a high-volume, client-facing environment that supports thousands of events annually. Background Check Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening. #J-18808-Ljbffr