IT Systems Support Analyst

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About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 12,000 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values make Augusta University an institution like no other.


Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state.


The University System of Georgia is comprised of our 26 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. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at


Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at .


Location

Augusta University-

Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912

Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904


College/Department Information

The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust, and secure services that educate and inspire students, empower clinicians, educators, researchers, and administrators, advance learning, discovery, and care.


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 positive and reliable user experience. The IT Systems Support 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. This position also plays an active role in mentoring interns, providing audiovisual support for academic and campus events, and collaborating on broader IT initiatives. Through teamwork, technical expertise, and a commitment to continuous improvement, the IT Systems Support Analyst contributes to the overall effectiveness and innovation of the campus IT organization.


Responsibilities

The duties include, but are not limited to:

FUNCTIONAL SYSTEM ADMINISTRATION: 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 the resident partners at the Riverfront Campus. Ensure system integrity, user access, and operational continuity across assigned platforms.

PROJECTS: Participate in departmental and institution-wide IT projects and initiatives as assigned.

AUDIOVISUAL AND EVENT SUPPORT: Provide audiovisual support for classrooms, meetings, and campus events, including setup, operation, and troubleshooting. Perform basic AV troubleshooting and escalate complex issues to Tier 2/3 support as needed.

GENERAL IT SUPPORT: 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 established service level agreements. Diagnose, troubleshoot, and resolve routine to moderately complex technical issues, escalating issues as necessary. Assist with system deployments, technology upgrades, and routine maintenance activities. Deliver high quality customer service through clear communication and effective problem resolution.

INTERN MENTORSHIP: Provide guidance and support to interns, including task assignment, training, and performance feedback.

OTHER : Perform all other duties as assigned.


Required Qualifications

Bachelor's degree from an accredited college or university and two years related field experience OR Associate degree from an accredited college or university and three years of directly related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and seven years of directly related experience and at a minimum of two related certifications, i.e. CompTIA A+, or CTS. Must possess and maintain a valid driver's license.


Knowledge, Skills, & Abilities

KNOWLEDGE
Proficient in Microsoft Office and other computer software/databases.

In-depth knowledge of computer hardware, software, operating systems, and internet/network connectivity.

SKILLS
Excellent interpersonal, written, and verbal communication skills.

Detail-oriented with strong prioritization and organizational skills.

This position is hands-on support and will require functional use of hands, arms, legs, and feet, as well as sensory functions.

Must be able to communicate verbally and in writing with customers to explain complex IT solutions.

Provide clear, accurate information; explain procedures or materials, or provide supplemental information; anticipate problems and questions.

ABILITIES
Ability to maintain confidentiality.
Ability to work effectively within a team.
Ability to develop an effective, collaborative working relationship with a variety of representative groups.
Ability to analyze a problem and define/implement the solution to the problem.
Ability to manage time wisely and in an organized manner to best complete a given set of tasks.
Ability to work on a team and contribute constructively to discussions and projects.
Must be able to follow instructions, communicate standards, policies, and procedures.
Ability to work with various personality types.


Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the standard business hours may be required)

This position is partially supported by external funding, and its continuation is contingent upon the ongoing availability of funding.

Pay Band: B10

Salary: $52,500/annually-$65,600/annually

Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!


Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle.

For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.


Driver's License Statement

The Human Resources Division will request a driver's history report for the identified top candidate(s) for this position. We will initiate this through our Background Check Vendor; this report will come from the Department of Motor Vehicles. The selected candidate must have a valid driver's license.


Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success."

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.


Equal Employment Opportunity

Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.


How To Apply

Consider applying with us today!

Applicants are encouraged to tailor their resumes to the position of interest by clearly highlighting relevant work experience and skills gained from previous employment. Resumes should reflect how your background aligns with the qualifications and responsibilities of the role.

Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at View phone number on click.appcast.io