Technology Support Specialist II

Technology Support Specialist II

The Technology Support Specialist II reports to the Client Support Services Manager. The Technology Support Specialist II delivers advanced technical support and exceptional customer service across the organization. This role involves troubleshooting complex issues, managing device deployments, and supporting users of all technical backgrounds. The specialist maintains thorough documentation while building positive organizational relationships. This role will involve rotational frontline IT Service Desk duties.

Customer Support & Technical Services - 60% Deliver exceptional customer service to all individuals and varying skill levels by providing technical support through multiple channels, including in-person assistance, phone support, and remote connection. Troubleshoot, diagnose, and resolve complex hardware, software, and system issues with precision and efficiency. Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment such as printers, scanners, etc. Assist users in accessing and utilizing enterprise software applications, including email platforms, virtual desktops, Learning Management Systems, and more. Provide Audio Visual support in classroom and conference room spaces. Perform network troubleshooting, including Wi-Fi connectivity and VPN access issues. Set up and deploy virtual machines, particularly with VMware Horizon View. ITSM Work - 30% Maintain comprehensive ITSM helpdesk system incident records, ensuring all service requests are properly logged, categorized, and prioritized. Regularly update ticket status with thorough documentation of troubleshooting steps and work in progress, ensuring resolution within established service level agreements (SLAs). Acquire and maintain working knowledge of a wide range of applications and systems. Other - 10% Train and mentor student workers on IT support procedures and troubleshooting techniques. Delegate and monitor tasks assigned to student workers, ensuring accurate and timely completion. Perform additional duties as assigned by supervisor.

Required Qualifications Educational Requirements Associate's degree in Information Systems, Computer Science, or a related field; or an equivalent combination of education, training, and experience. Required Experience Two (2) years of relevant IT support experience.

Preferred Qualifications Preferred Educational Qualifications Four-year college diploma in Information Systems, Computer Science, or a related field. Preferred Experience Two (2) years working with Windows and Mac endpoints, focusing on endpoint deployment.

Proposed Salary This position is a pay grade 7. The available salary range is $40,729 to $42,358.16. Starting salary within this range is based on relevant years of experience. For more information about GCSU compensation practices, click here.

Knowledge, Skills, & Abilities ABILITIES Independently perform customer support duties Skillfully troubleshoot, diagnose, and resolve techniques issues Independently perform system installations, problem correction, and equipment repair KNOWLEDGE In-depth knowledge of Microsoft Windows and Mac OS operating systems Proficiency with Microsoft Endpoint Manager (Intune) and JAMF Experience with mobile devices, peripherals, and networking concepts (Wi-Fi, VPN) Skilled in setting up and deploying virtual machines, particularly with VMware Horizon View Proficient with office productivity suites (Microsoft Office, Google Workspace) Experience with remote support management tools Familiarity with IT Service Management (ITSM) tools and ticketing systems for incident management SKILLS Problem-Solving: Demonstrated ability to troubleshoot, diagnose, and correct complex computer problems in a timely manner Analytical Skills: Strong capability to investigate and analyze information, draw conclusions, and identify patterns Communication Skills: Excellent written and verbal communication skills with the ability to explain technical concepts to our users Documentation: Skilled in documenting work in progress, issues, resolutions, and user instructions with clarity and thoroughness Customer Service: Dedicated to providing professional, timely, and courteous support with a genuine commitment to helping others succeed Multitasking: Proven ability to manage multiple priorities effectively in busy, fast-paced environments Teamwork: Ability to work collaboratively as part of a team while interacting professionally with colleagues and users Adaptability: Proactive problem-solver who can adjust to changing priorities and emerging technologies

USG Core Values The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as 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.

Equal Employment Opportunity Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia (USG). The Board of Regents prohibits discrimination on the basis of an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status ("protected status"). No individual shall be excluded from the participation in, denied the benefits of, or otherwise subjected to unlawful discrimination, harassment, or retaliation under, any USG program or activity because of the individual's protected status; nor shall any individual be given preferential treatment because of the individual's protected status, except that preferential treatment may be given on the basis of veteran status when appropriate under federal or state law.

Other Information This is not a supervisory position. This position does not have any financial responsibilities. This position will be required to drive. This role is not considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1% - 24% of the time. This position does not require security clearance.

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