Albany State University Hiring for IT Desktop Support II at Albany State Rec. Location Full Time

Job Title: IT Desktop Support II
Location: Albany State Rec. Location
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 262025
About Us

Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, medical and major medical insurance, group life insurance, participation in the Georgia Teachers’ Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Assistance Program after six months of employment.

Location

Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.

Job Summary

The Desktop Support II is the central point of contact for all IT related incidents and service requests. The role of the Desktop Support II is to provide both first and second line support for all faculty, staff and students at Albany State University. The Desktop Support II is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The Desktop Support II serves as a mentor to the Desktop Support I and assists them more complex issues as needed. Desktop Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service.

Responsibilities

• Process and complete work orders in-person and via approved remote support tools assigned to Desktop Support to diagnose and resolve software and hardware incidents across a range of software applications, computers and peripherals.
• Install, image and configure new IT equipment.
• Perform hands-on and remote troubleshooting through diagnostic techniques and pertinent questions.
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update and document requests using the work order tracking system.
• Routinely follow up with customers to identify areas of improvement.
• Maintain safe and secure technology practices.
• Identify and suggest possible improvements on procedures.
• Assist in training and coaching of student assistants.
• Performs related duties and others duties as assigned

Required Qualifications

Associate degree in related field and 1 year experience in desktop support OR High School diploma (or equivalent) and 3 years¿ experience in desktop support.

Obtain A+ or HDI certification within 6 months of hire

Excellent customer service

Excellent written and verbal communication

Preferred Qualifications

Bachelor’s degree in related field

A+, HDI, JAMF 200 – 400, Dell or HP technician certification

JAMF experience

Crestron experience

Proposed Salary

Salary range is from $37,000 to $43,000

Knowledge, Skills, & Abilities

• Knowledge of information technology computer systems and software.
• Knowledge of computer hardware, software and peripherals.
• Knowledge of technical documentation procedures.
• Skilled in the operation of tools, components and peripheral accessories.
• Skilled in the identification and resolution of a wide variety of hardware, software, and computer peripheral problems.
• Skilled in routine troubleshooting and diagnostic techniques and common practices.
• Skilled in identifying and solving problems.
• Skilled in effectively prioritizing and executing tasks

Contact Information

For more information or questions about a job posting, please contact the Office of Human Recourses at (229) 500-2026, or by email at [email protected]. For technical support, please call OneUSG Connect Support at (877) 251.2644, or by email at [email protected].

Equal Employment Opportunity

Albany State University is an equal employment, equal access, and equal educational opportunity and affirmative action institution. It is the policy our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, AREA, ADA, E.O. 11246, and Rev. Proc. 75-50). Albany State University is an Affirmative Action/Equal Opportunity Institution. For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at (229) 500-2026. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.

Other Information

Working Conditions

• Occasional evening and weekend work to meet deadlines.
• Work requires frequent walking to buildings and office throughout the campuses
• The work is typically performed by sitting at a desk, standing, walking, bending, or crouching.
• Ability to frequently lift light and heavy objects (up to 50lbs)
• Climb ladders and uses tools or equipment requiring a high degree of dexterity.
• The work is typically performed in an office environment.