IT Systems Support Analyst

Job ID: 298705 Location: Augusta University Full/Part Time: Full Time Job Summary The IT Systems Support Analyst delivers high‑quality Tier 1 and Tier 2 technical support to faculty, staff, and students, resolving a wide range of hardware, software, and peripheral‑related issues. This role is responsible for efficiently responding to, documenting, and resolving service requests in alignment with established service level agreements, ensuring a positive and reliable user experience. The analyst applies strong analytical and problem‑solving skills to diagnose, troubleshoot, and resolve both routine and complex technical issues. In addition to direct user support, the role includes managing and supporting functional systems unique to the Augusta University Riverfront Campus environment, mentoring interns, providing audiovisual support for academic and campus events, and collaborating on broader IT initiatives. Responsibilities Support and maintain IT systems and services specific to the Augusta University Riverfront Campus environment; maintain standards and processes for badging and physical security access of residents. Participate in departmental and institution‑wide IT projects and initiatives as assigned. Provide audiovisual support for classrooms, meetings, and campus events, including setup, operation, and troubleshooting; perform basic AV troubleshooting and escalations to Tier 2/3. Deliver Tier 1 and Tier 2 technical support for hardware, software, operating systems, and peripheral devices to faculty, staff, and students; respond to, document, and resolve service requests and incidents in a timely manner in accordance with service level agreements. Assist with system deployments, technology upgrades, and routine maintenance activities. Provide guidance and support to interns, including task assignment, training, and performance feedback. Perform all other duties as assigned. Requirements Bachelor’s degree (or higher) and at least two years of related field experience. Associate degree and at least three years of directly related field experience. High school diploma, GED, or equivalent and at least seven years of directly related experience with a minimum of two related certifications (e.g., CompTIA A+ or CTS). Valid driver’s license. Strong analytical, problem‑solving, and customer‑service skills. Excellent verbal and written communication skills. Ability to work effectively within a team and manage time wisely. Knowledge, Skills, & Abilities In‑depth knowledge of computer hardware, software, operating systems, and internet/network connectivity. Detail‑oriented with strong prioritization and organizational skills. Comfortable with hands‑on technical support requiring physical activity. Ability to explain complex IT solutions clearly to customers. Shift, Salary and Benefits Shift: Days; Monday–Friday. Work outside of standard business hours may be required. Pay Band: B10. Salary: $52,500/annually to $65,600/annually, commensurate with qualifications. Benefits include health, dental, and life insurance; Teachers Retirement System; vacation, sick leave, and paid holidays; Tuition Assistance Program for full‑time employees. Conditions of Employment Successful completion of background check and, if applicable, credit check and vehicle reports. Compliance with confidentiality, cybersecurity, and privacy policies. Driver's License Statement The Human Resources Division will request a driver’s history report for the top candidate(s). The selected candidate must have a valid driver’s license. Other Information The position promotes a customer‑friendly environment and provides superior service to patients, students, faculty, and employees. Equal Employment Opportunity Augusta University is an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans. #J-18808-Ljbffr