IT Helpdesk I Position Available In Dougherty, Georgia

Job Details
Organization
Job Details

Job Title:

IT Helpdesk I

Location:

Albany State Rec. Location

Regular/Temporary:

Regular

Full/Part Time:

Full-Time

Job ID:

284771
About Us
Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, medical and major medical insurance, group life insurance, participation in the Georgia Teachers’ Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Assistance Program after six months of employment.
Location
Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.
Job Summary
The IT Helpdesk I is the frontline support role for Information Technology Services at Albany State University, serving as the initial point of contact for faculty, staff, and students seeking assistance with technology-related issues. This position is responsible for logging service requests, troubleshooting basic technical problems, and providing prompt, courteous support through various channels, including phone, email, chat, remote tools, and in-person interactions.
In addition to resolving common IT issues, the Helpdesk I technician plays a key role in escalating more complex incidents to higher-tier support teams while ensuring accurate documentation and communication throughout the process. The role is essential to maintaining high levels of customer satisfaction and ensuring timely resolution of requests in accordance with established service level agreements (SLAs). Strong communication skills, a customer-focused mindset, and a willingness to learn are vital to success in this entry-level position.
Sponsorship is not available for this position.
Responsibilities
Serve as the first point of contact for IT support requests, providing assistance through phone, email, chat, remote tools, and in-person interactions.
Perform basic troubleshooting for common technical issues, including password resets, connectivity problems, software inquiries, and hardware-related concerns.
Utilize approved diagnostic and remote access tools to assist users in resolving technical issues efficiently and effectively.
Log, track, and update all service requests and incidents in the IT ticketing system, ensuring accuracy and completeness of information.
Escalate unresolved or complex issues to the appropriate IT teams, following established protocols and ensuring timely handoff.
Follow up with users to confirm issue resolution and maintain high levels of customer satisfaction.
Maintain current knowledge of IT services, systems, and support policies to provide accurate and consistent information to users.
Contribute to IT documentation efforts by creating and updating user guides, FAQs, and internal knowledge base articles.
Identify recurring issues and provide feedback to help improve IT support processes, workflows, and documentation.
Promote a positive and professional user experience by delivering courteous, effective, and timely support.
Perform additional duties as assigned to support departmental goals and operational needs.
Required Qualifications
Highschool diploma or GED.
Basic understanding of computer systems and information technology
.
Preferred Qualifications
Associates degree or equivalent in relative work experience required.
Helpdesk or Support Center Certification.
Proposed Salary
Salary range is from $29,569 to $35,500.
Required Documents to Attach
Cover letter
Resume
A list of at least 3 professional references with their contact information
Knowledge, Skills, & Abilities
Knowledge
Knowledge of computer systems, operating systems (Windows and Mac), and basic networking principles.
Knowledge of IT service desk operations and best practices.
Skills
Strong problem-solving skills and the ability to diagnose and resolve basic IT issues.
Excellent customer service and communication skills, both verbal and written.
Ability to effectively manage multiple tasks and prioritize issues in a fast-paced environment.
Abilities
Ability to follow standard operating procedures and IT troubleshooting guidelines.
Ability to work both independently and collaboratively within a team.
Contact Information
For more information or questions about a job posting, please contact the Office of Human Resources at (229) 500-2026, or by email at hrasu@asurams.edu. For technical support, please call the USG Service Desk at (877) 251-2644, or by email at support@usg.edu.
USG Core Values
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 on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Institutional Values
Excellence
We achieve outcomes of the highest quality, hold ourselves accountable to the highest standard and are committed to continuous improvement in University programs and services.
Respect
We are directed by tenets of ethics, treating other with courteous regard, and being civil in our interactions.
Community
We strive to build community and value a good mindset.
Teamwork
We seek partnerships within the University and community. We practice a supportive spirit that results in the implementation of plans, actions and shared results.
Learning
We cultivate a practice of global pedagogies in a learning environment.
Conditions of Employment
All selected candidates are required to successfully pass a Background Check review prior to starting with Albany State University.
Certain positions may also require the selected candidate to submit to or have:

• a credit check completed for “Positions of Trust” and/or approved departmental purchase card usage
• a motor vehicle report for positions that require driving an Albany State University vehicle
• a successful pre-employment drug test
  Equal Employment Opportunity
  Albany State University is an Equal Employment Opportunity Employer.

The University is committed to maintaining a fair and respectful environment for living, working, and studying. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the ASU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the ASU community.
For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at (229) 500-2026. For individuals requiring disability-related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.