Lead Technical Support Analyst

Lead Technical Support Analyst Job ID:

297671

Location:

Kennesaw, Georgia Full/Part Time:

Full Time Regular/Temporary:

Regular About Us Are you ready to transform lives through academic excellence, innovative research, strong community partnerships and economic opportunity? Kennesaw State University is one of the 50 largest public institutions in the country. With growing enrollment and global reach, we continue to expand our institutional influence and prominence beyond the state of Georgia. We offer more than 190 undergraduate, graduate, and doctoral degrees to empower over 50,000 students to become thought leaders, lifelong learners, and informed global citizens. Our entrepreneurial spirit, high-impact research, and Division I athletics draw students from throughout the region and from more than 100 countries across the globe. Our university's vibrant culture, career opportunities, rich benefits, and values of respect, integrity, collaboration, inclusivity, and accountability make us an employer of choice. We are part of the University System of Georgia . We are searching for talented people to join Kennesaw State University in our vision . Come Take Flight at KSU! Location (Primary Location for Job Responsibilities) Our Kennesaw campus is located at 1000 Chastain Road NW, Kennesaw, GA 30144. Our Marietta campus is located at 1100 South Marietta Parkway, Marietta, GA 30060. Job Summary Leads technical support operations, providing advanced troubleshooting for macOS, Windows, and mobile operating systems (iOS, Android). Mentors and guides team members, coordinates complex hardware and software support, and ensures optimal performance of IT resources. Responsibilities include managing classroom technology, peripheral devices, and enterprise tools such as ServiceNow, SCCM, and Bomgar. Support is delivered proactively via email, phone, and on-site assistance to achieve timely resolutions and exceptional customer service. Responsibilities

KEY RESPONSIBILITIES

- 1. Leads technical support operations for macOS, Windows, and mobile platforms 2. Mentors and guides assigned team members to ensure high-quality service delivery and performance 3. Coordinates complex hardware and software troubleshooting and vendor interaction 4. Manages imaging and deployment processes using SCCM and related tools 5. Oversees ServiceNow ticketing, asset tracking, and inventory management 6. Provides proactive support via email, phone, and on-site assistance 7. Manages and maintains departmental tools, spare parts, and supplies 8. Ensures compliance with ITIL principles, data protection standards, and endpoint security 9. Collaborates with stakeholders to improve classroom technology and AV systems 10. Drives continuous improvement initiatives and maintain exceptional customer service 11. Coordinates and leads support for required events, conferences, projects, and initiatives Required Qualifications Educational Requirements Bachelor's degree from an accredited institution of higher education or an equivalent combination of relevant education and/or experience Other Required Qualifications Current, valid, and unrestricted driver's license Required Experience Three (3) years of related experience. Preferred Qualifications Additional Preferred Qualifications ITIL Foundation certification is a plus Preferred Educational Qualifications An advanced degree from an accredited institution of higher education in a related field Preferred Experience Experience having led a team or mentored others Hands-on experience supporting Windows OS, macOS, and mobile devices Knowledge, Skills, & Abilities

ABILITIES

Able to troubleshoot hardware, software, and network connectivity issues. Able to handle multiple tasks or projects at one time meeting assigned deadlines

KNOWLEDGE

Strong understanding of ITIL principles and service management best practices. Experience with and knowledge of Audio Visual and Instructional technology Knowledge of imaging tools (SCCM) and asset management systems. Experience handling technical vendor relationships SKILLS Excellent interpersonal, initiative, teamwork, problem solving, independent judgment, organization, communication (verbal and written), time management, project management, and presentation skills Proficient with computer applications and programs associated with the position (i.e., Microsoft Office suite, macOS, Windows, iOS, and Android support) Skilled in using remote support tools (Bomgar) and MDM solutions. Strong attention to detail and follow up skills Strong customer service skills and phone and e-mail etiquette 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. 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 . Equal Employment Opportunity Kennesaw State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, work and study. 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 KSU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the KSU community. For additional information on this policy, or to file a complaint under the provisions of this policy, students, employees, applicants for employment or admission or other third parties should contact the Office of Institutional Equity at English Building, Suite 225, eeo@kennesaw.edu. Other Information This is a supervisory position. This position does not have any financial responsibilities. This position will be required to drive. This role is considered a position of trust. This position does not require a purchasing card (P-Card). This position may travel 1% - 24% of the time Background Check Standard Enhanced Education MVR Per the University System of Georgia background check policy, all final candidates will be required to consent to a criminal background investigation. Final candidates may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment. Applicants for positions of trust with screening results which confirm a disqualifying criminal history will be immediately disqualified from employment eligibility. All applicants are required to include professional references as part of their application process. Some positions may require additional job-based screenings such as motor vehicle report, credit check, pre-employment drug screening and/or verification of academic credentials.

https:

//www.usg.edu/hr/assets/hr/hrap_manual/HRAP_Background_Investigation_Employment.pdf To apply, visit https://careers.hprod.onehcm.usg.edu/psp/careers/CAREERS/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=43000&JobOpeningId=297671&PostingSeq=1 jeid-8ed228da3d7a1a40be91fb6e427bfb5b