Technical Support Specialist I

Technical Support Specialist I

The University of North Georgia is accepting applications for a Technical Support Specialist I position on the Dahlonega campus. The Technical Support Specialist's role is to provide efficient and effective technical support to end users, and to maintain UNG's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all standard end-user hardware and equipment to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, remotely, or via email) in a timely and accurate fashion, and provide end-user assistance where required. A smart phone is required for job duties.

Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents. Provides critical support for end-user technology. Provides technical assistance to faculty, staff, and students. Performs contracted configuration changes in coordination with other IT units. Perform analysis, diagnosis, and Tier I/II resolution of technical issues for end users, including remote repair for remote users as needed. Assists in the creation and updating of support documentation, and provides in-time training to campus faculty and staff. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels. Assist with maintaining, and upholding procedures for logging, reporting, and monitoring end-user device operations. Perform other duties as assigned Knowledge, Skills, & Abilities Knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support. Knowledge of PC networking in an Active Directory environment. Knowledge of PC imaging, remote management, and remote support. Working level knowledge of ITILv3 processes and ITSM best practices. Must possess excellent troubleshooting and problem-solving skills Ability to multi-task, manage workload, and meet deadlines. Must possess ability to work in a standard office setting and to use standard office equipment, including a computer Ability to maintain attention to detail despite interruptions Ability to read printed materials, and computer screen Ability to communicate in person and over the telephone Ability to lift and carry objects weighing up to 25 pounds Ability to sit for extended periods of time Ability to certify and maintain good standing in golf cart driver course for the purpose of responding to critical support calls and cross-campus transportation

Associate degree (Computer Science or Computer Information Systems preferred) or an equivalent combination of education and experience. At least six (6) months of general computer installation, maintenance and repair experience required. Driver's license required.

Dell, or A+, or MCITP certification or equivalent IT-related certification required. Apple, Microsoft, and ITIL v3 certification desired.

The proposed salary is: $21.20-$23.32 hour.

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