Technology Support Specialist II

Technology Support Specialist II Georgia College, United States about 11 hours ago

Location:

State College, PENNSYLVANIA

Job Type:

FullTime Georgia College & State University (GCSU) is the state's designated public liberal arts university, where students learn the essential skills to compete in a fast-paced and technology-driven global society. The university prepares students for successful careers, leadership in communities, problem solving and life-long learning through personalized attention in a residential setting with opportunities for a variety of transformational experiences through its award-winning, high-impact practices. One of only three selective universities within the University System of Georgia and a top 10 ranked public university in the Southeast, GCSU offers undergraduate degrees in more than 40 majors, more than 30 graduate programs, doctorates in education and nursing, professional certificates, and continuing education programs. As a member of the prestigious Council of Public Liberal Arts Colleges (COPLAC), GCSU is committed to fostering a liberal arts environment that values academic preeminence, interdisciplinary inquiry and an inclusive learning community. GCSU enjoys a strong reputation for academic excellence and nationally ranked programs according to US News & World Report, The Princeton Review and Colleges of Distinction

• among other ranking sources. Georgia College & State University takes great pride in combining the educational experience of a private liberal arts college with the affordability of a public university. Faculty and staff are dedicated to student engagement and experiential learning through high-impact practices such as internships, service
• and community-based learning, leadership development, study abroad opportunities, mentored undergraduate research and a capstone project that fosters intellectual curiosity, reasoned inquiry and critical thinking.

The university's beautiful and historic campus is located downtown in Milledgeville, Georgia, a charming college town of approximately 19,000 residents in Central Georgia, and only 90 miles southeast of Atlanta. Milledgeville is also the home of noted American author and alumna, Flannery O'Connor, '45, and the college community enjoys many exciting literary arts programs at O'Connor's former home, Andalusia, a National Historic Landmark owned by the university. Milledgeville is located on the banks of beautiful Lake Sinclair and Lake Oconee, allowing faculty, staff and students to take full advantage of the environmental and recreational benefits of being part of a lake community. For cultural, educational and leisure opportunities beyond Milledgeville

• Macon and Atlanta are located within easy driving distances.

Georgia College & State University is dedicated to protecting academic freedom in addition to supporting freedom of expression as outlined in the University System of Georgia's Freedom of Expression and Academic Freedom policy and its Ethics Code of Conduct. For more information, visit us online at gcsu . The IT Support Specialist II reports to the Client Support Services Manager and provides advanced technical support and exceptional customer service across the organization. This role is responsible for troubleshooting complex technical issues, managing device deployments, and supporting users with a wide range of technical expertise. The IT Support Specialist II maintains thorough and accurate documentation while fostering positive relationships throughout the organization. This position includes rotational frontline IT Service Desk duties. Customer Support & Technical Services

• 60•Deliver exceptional customer service to individuals with varying technical skill levels through multiple support channels, including in-person assistance, phone support, and remote connections.
• Troubleshoot, diagnose, and resolve complex hardware, software, and system issues efficiently and accurately.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment such as printers and scanners.
• Assist users with accessing and utilizing enterprise software applications, including email systems, virtual desktops, Learning Management Systems, and other platforms.
• Provide audio-visual support in classroom and conference room environments.
• Perform network troubleshooting related to Wi-Fi connectivity and VPN access.
• Set up and deploy virtual machines, particularly using VMware Horizon View. ITSM Work
• 30•Maintain comprehensive and accurate incident records within the ITSM help desk system, ensuring service requests are properly logged, categorized, and prioritized.
• Regularly update ticket status with detailed documentation of troubleshooting steps, work in progress, and resolution, ensuring adherence to established service level agreements (SLAs).
• Acquire and maintain a functional 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, monitor, and review tasks assigned to student workers to ensure accurate and timely completion.
• Assist with shift scheduling to maintain appropriate help desk coverage.
• Provide constructive feedback to support the development and performance of student workers.
• Adapt to changing priorities while maintaining high standards of service quality.
• Perform additional duties as assigned by the supervisor to support departmental objectives.

Educational Requirements Bachelor's Degree in Information Systems, Computer Science, or a related field. OR Associate's Degree in Information Systems, Computer Science, or a related field with equivalent experience. Required Experience Minimum of 2+ years working in a technical support environment providing end-user support for Windows and macOS endpoints. Additional Preferred Qualifications

• Current Apple Repair Technician certifications.
• Current Dell Tech Repair.

Preferred Educational Qualifications Bachelor's Degree in Information Systems, Computer Science, or a related field. Preferred Experience 5+ years working with Windows and Mac endpoints, with a focus on endpoint deployment. This position is a pay grade 7. The available salary range is $40,729.00 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: gcsu/humanresources/pay-grade-structure. Cover Letter Resume / CV List of References

ABILITIES

• Problem Solving:

  Demonstrated ability to troubleshoot, diagnose, and resolve complex technical issues in a timely manner.
• Independently perform customer support duties.
• Skillfully troubleshoot, diagnose, and resolve technical issues.
• Independently perform system installations, problem correction, and equipment repair.

KNOWLEDGE

• In-depth knowledge of Microsoft Windows and macOS operating systems.
• Proficiency with Microsoft Endpoint Manager (Intune) and JAMF.
• Experience supporting mobile devices, peripherals, and networking concepts, including Wi-Fi and VPN.
• Skilled in setting up and deploying virtual machines, particularly using VMware Horizon View.
• Proficiency with office productivity suites, including Microsoft Office and Google Workspace.
• Experience with remote support and management tools.
• Familiarity with IT Service Management (ITSM) tools and ticketing systems for incident management. SKILLS

• Analytical Skills:

  Strong capability to investigate and analyze information, draw sound conclusions, and identify patterns.

• Communication:

  Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to users.

• Documentation:

  Proven ability to document work in progress, issues, resolutions, and user instructions with clarity and attention to detail.

• Customer Service:

  Strong commitment to providing professional, timely, and courteous support with a genuine desire to help others succeed.

• Multitasking:

  Ability to manage multiple priorities effectively in a busy, fast-paced environment.

• Teamwork:

  Proven ability to collaborate effectively with colleagues while interacting professionally with users.

•

Adaptability:

Proactive problem-solver capable of adjusting to changing priorities and emerging technologies. 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. 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 usg/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 usg/policymanual/section6/C2653 . 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. 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. Criminal ground Check Education Verification DMV Check