IT Support Specialist

IT Support Specialist

Provide technical support to the Ralston Institute faculty, staff, and students. This position reports to supervisory staff in the Office of Technology and Instructional Services. This includes assisting customers with all aspects of desktop support operations, providing support through telephone, email, Teams, and in-person. Responsible for documenting known problems and solutions in an internal ticketing system.

Excellent written and verbal communication skills. Critical thinking skills. Attention to detail. Develop and maintain written documentation. Knowledge of IT processes, functions, best practices, and procedures. Ability to assist the Ralston Institute's faculty, staff, and students. Identify and resolve problems regarding the use of a variety of hardware and software in an Active Directory networked environment. Proficient in Windows, Apple, and Linux environments. Ability to assist with A/V technologies. Ability to work both one-on-one and in a group environment.

Sit at a computer for long periods of time. Lift up to 40lbs.

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

Be advised a credit check will be required for all positions with financial responsibilities. 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.

Technical Support and Customer Service: Provide excellent service to all clients, communicate professionally and courteously with members of the Ralston Institute. Provide Tier 1 support to administrators, staff, faculty, and students via phone, helpdesk tickets, Microsoft Teams, email, and in-person assistance. Make independent support decisions while working on-site. Facilitate communication with the supervisor regarding complex technical issues requiring escalation. Provide support to OTIS when approved and required. Follow all established procedures and protocols within the Ralston Institute and the University of Georgia.

Systems Administration and Technology Management: Coordinate and perform all actions necessary to install and configure networked computer systems, software, and hardware for members of the Ralston Institute. Maintain and troubleshoot client systems, recommend and perform software and hardware upgrades, respond to reported technical issues. Work with the supervisor to create, modify, manage, develop, and implement Active Directory (AD) group policies for the Ralston Institute. Maintain a proactive approach to patch management by identifying and addressing system vulnerabilities and performance issues.

Data Management and Operational Support: Input accurate machine and asset data into multiple databases and maintain the integrity of that information. Maintain technology inventory and documentation records as required. Assist with technology planning, reporting, and operational projects in support of the Ralston Institute's mission.