IT Support Professional I

IT Support Professional I Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. Posting Details Posting Number S15570P Working Title IT Support Professional I Department FMD-Admin-IT General About the University of Georgia Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university ( . The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine. About the College/Unit/Department The IT Department manages the information technology needs of the Facilities Management Division in addition to providing assistance to other groups on campus utilizing FMD resources. We provide technical support to over 800 FMD employees and manage approximately 300+ desktop computers. Posting Type External Retirement Plan TRS or ORP Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information Monday-Friday, 8:00 AM-5:00 PM Advertised Salary 50,000 - 55,000 Posting Date 08/10/2026 Open until filled No Closing Date 08/17/2026 Proposed Starting Date 09/14/2026 Location of Vacancy Athens Area EEO Policy Statement The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (View email address on click.appcast.io). USG Core Values Statement The University System of Georgia is comprised of our 25 institutions of higher education and learning, as well 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 08.02.18.01.02. Position Information Classification Title IT Support Professional I FLSA Exempt FTE 1.00 Minimum Qualifications Bachelor's degree in a related field or equivalent Preferred Qualifications Experience with Jamf MDM to configure, manage, and troubleshoot mobile iOS devices. Proficient with Ivanti EPM to manage Windows devices, including basic application distribution and endpoint security management. Experience managing and troubleshooting both VDI endpoints and VMware/Omnissa Horizon virtual machines. Position Summary This position provides advanced technical support to employees and affiliates of the Facilities Management Division of the University of Georgia and serves as a primary technical lead for the FMD helpdesk. While the role remains customer-service focused, it requires technical depth that goes beyond a basic support technician or general IT generalist. The incumbent must be able to troubleshoot hardware, software, network-connected devices, endpoint issues, and systems-related tickets with sound judgment, often while working directly with customers and resolving problems on the fly in the work areas of those served. The position is responsible for monitoring, triaging, documenting, and resolving helpdesk tickets and phone requests in a timely manner, while also serving as tier 1 support for systems-related tickets before escalation to systems administration staff. The role supports setup, maintenance, upgrades, and troubleshooting of FMD hardware, software, network-connected devices, and specialized operational systems. Special knowledge of HVAC-related technology and support processes will be learned over time and will be a shared responsibility for this role. In addition to day-to-day technical support, this position plays a significant role in asset management and annual IT inventory activities, including accurate updates to inventory records and leadership of recurring inventory requirements. The position will learn IT procurement workflows and related processes to serve as a backup to the primary procurement staff member. The incumbent will also participate in IT projects and, when appropriate, help lead the definition and scoping of project needs, assist with hardware and software selection, coordinate with stakeholders and vendors, and support training related to new or changed technologies. Knowledge, Skills, Abilities and/or Competencies Strong technical troubleshooting skills across Windows clients, Microsoft Office/Microsoft 365 applications, printers, peripherals, network-connected devices, file/print services, and endpoint support workflows. Ability to serve as a technical lead for helpdesk operations by guiding ticket triage, improving documentation quality, assisting with escalation decisions, and helping other helpdesk staff apply consistent technical standards. Ability to provide customer-facing technical support in active work environments, troubleshoot issues in real time, communicate clearly with users, and maintain professionalism while resolving problems in the presence of those served. Working knowledge of Microsoft Active Directory, user and computer accounts, security groups, group policy behavior, and common domain-joined workstation troubleshooting scenarios. Knowledge of computer networking concepts, DHCP, subnetting, network-connected devices, and practical troubleshooting of layer 2 connectivity issues in coordination with network or systems staff as needed. Ability and willingness to develop specialized working knowledge of HVAC -related technology support needs, including shared responsibility for troubleshooting and coordinating support for systems that rely on IT infrastructure. Ability to serve as tier 1 support for systems-related tickets by gathering details, performing initial troubleshooting, documenting findings, and escalating appropriately when issues require higher-level systems administration support. Ability to maintain accurate asset management records, support audit readiness, and help lead annual IT inventory activities involving endpoints, peripherals, network-connected devices, and other IT assets. Ability to learn and apply IT procurement processes, including purchase request preparation, vendor coordination, order tracking, receiving support, and serving as a backup to the primary procurement staff member. Ability to assist with project definition and scope, gather requirements, evaluate hardware and software options, support vendor or stakeholder coordination, and assist with user training for new or updated technologies. Experience with one or more scripting, automation, reporting, or documentation tools is preferred, especially when used to improve ticket handling, asset management, deployment, or support workflows. Physical Demands Sit and/or stand at a computer for extended periods of time. Stand up and walk for extended periods of time. Regularly drive around campus. Lift up to 50 lbs. Team lift > 50lbs. Stand, stoop, squat, bend, crawl, and walk up and down steps and ladders. Is driving a responsibility of this position? Yes Is this a Position of Trust? Yes Does this position have operation, access, or control of financial resources? No Does this position require a P-Card? No Is having a P-Card an essential function of this position? No Does this position have direct interaction or care of children under the age of 18 or direct patient care? No Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) Yes Credit and P-Card policy Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website . Background Investigation Policy Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website . Duties/Responsibilities Helpdesk technical lead and customer-facing support Serve as a primary technical lead for the FMD helpdesk. Monitor, triage, document, and resolve helpdesk tickets and phone requests in a timely manner. Provide advanced front-line troubleshooting for hardware, software, endpoint, access, printer, peripheral, and user-support issues. Troubleshoot in customer work areas when needed, often resolving issues on the fly in the presence of those served. Guide consistent ticket documentation, escalation decisions, and technical practices for helpdesk work. Percentage of time 40 Endpoint, systems, and HVAC -related support Maintain, upgrade, configure, and troubleshoot hardware and software used by FMD end users and operational units. Serve as tier 1 support for systems-related tickets by gathering information, performing initial troubleshooting, documenting findings, and escalating appropriately. Develop and maintain shared working knowledge of HVAC -related technology and support processes and assist with troubleshooting or coordination for HVAC systems that depend on IT infrastructure. Percentage of time 30 IT projects, scoping, selection, and training Participate in and, when appropriate, lead portions of IT projects. Help define project needs, gather requirements, clarify scope, identify risks, evaluate hardware and software options, assist with vendor or stakeholder coordination, and support implementation planning. Assist with user training, documentation, and adoption activities related to new or changed systems, software, hardware, or support workflows. Percentage of time 10 Inventory and asset management leadership Play a major role in annual IT inventory requirements and often lead assigned portions of the inventory process. Maintain accurate asset management records while resolving tickets, updating device assignments, locations, and lifecycle details to support inventory audits, replacement planning, endpoint accountability, and operational reporting. Percentage of time 10 Network-connected devices and operational technology support Troubleshoot, manage, and maintain network-connected devices, DHCP -leased IP address information, printers, endpoint peripherals, and other connected devices across campus in coordination with systems or network staff as needed. Identify patterns, document recurring issues, and recommend improvements that reduce support burden or improve service reliability. Percentage of time 5 Procurement backup, documentation, and process support Learn FMD IT procurement workflows and related institutional processes to serve as backup to the primary procurement staff member. Assist with purchase request preparation, vendor quotes, order tracking, receiving support, asset record updates, and documentation. Create and maintain helpdesk, procurement, inventory, systems, and support process documentation so that responsibilities can be shared and sustained across the IT team. Percentage of time 5 Contact Information Recruitment Contact Name William Brand Recruitment Contact Email View email address on click.appcast.io Recruitment Contact Phone View phone number on click.appcast.io Posting Specific Questions Required fields are indicated with an asterisk (*) * Do you have a valid driver's license? Yes No Applicant Documents Resume/CV Cover Letter Optional Documents Optional Documents #J-18808-Ljbffr University of Georgia