IT Support Specialist

4 weeks ago


Statesboro, Georgia, United States Georgia Southern University Full time
Job Summary

The IT Support Analyst will provide technical support to end users on various issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills to diagnose, evaluate, and resolve complex problem situations. They will also perform root cause analysis, develop documentation for typical problems, and recommend procedures and controls for problem prevention. This position will support multiple platforms, including desktops, laptops, mobile devices, and videoconferencing equipment.

Responsibilities
  • Administer solutions for modern management of endpoints and applications; support platform software upgrades, workstation patching/compliance, and application delivery.
  • Engage in the continuous improvement of endpoint administration, including automation, monitoring, patching, backup/recovery, etc., by applying industry standards and best practices.
  • Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority, and nature.
  • Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment.
  • Participate in hardware and software reviews and recommend purchases; maintain inventory of installed software, manage software licensing, and create policies and procedures for upgrades.
  • Act as a technical leader in a consultative role for customers to understand specific application requests and provide appropriate solutions/recommendations.
  • Function as the key contact for IT requests from a broad range of users for technical support. Provide consultation and support; communicate effectively to convey complex technical information.
Required Qualifications

Educational Requirements
  • High School Diploma or equivalent
Preferred Qualifications

Preferred Educational Qualifications
  • Bachelor's Degree
Preferred Experience
  • One (1) year experience in related work, including customer service experience
Knowledge, Skills, & Abilities

ABILITIES
  • Consistently exhibit engaging customer service
  • Ability to support various constituencies served by the University
  • Proven proficiency with computers, including Microsoft Office, Google, and/or applications as required for specific position
  • Ability to learn and adapt to new technologies
  • Capacity for quick response to customer needs
  • Ability to analyze and troubleshoot common desktop/client/server problems and escalate advanced issues
  • Ability to use independent judgment
  • Ability to work independently as well as in a team
  • Ability to manage multiple projects, meet deadlines, and adapt to frequent change
KNOWLEDGE
  • Adhere to University policies and procedures to meet Institutional goals and support University's mission for student success
  • Knowledge of application servers and installed information systems
  • Knowledgeable about hardware and software, integrated systems, and event-driven programs
SKILLS
  • Effective communication (verbal and written), organizational, and human relations skills
  • Effective, problem-solving, time management, analytical, and detail orientation skill


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