IT Systems Support Analyst
Job ID: 292982
Location: Augusta University
Full/Part Time: Full Time
Regular/Temporary:
*

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 https://www.augusta.edu/about/mission.php 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 https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office 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 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 online at https://www.usg.edu/policymanual/section6/C2653.
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
As a member of Augusta University's (AU) Information Technology (IT) division, the staff members will adhere to the highest standards of customer service and professionalism in the implementation of all duties and responsibilities. The IT Systems Support Professional is a critical source of dedicated technology support for students, faculty, and staff across all campuses of the Medical College of Georgia and is designated as essential personnel for AU-IT operations. With duties ranging from audiovisual support, personal computing hardware/software support, lecture capture, network connectivity diagnostics, simulation device support, telehealth device support, and productivity software diagnostics, this position is a fundamental necessity for optimal operations. Under limited leadership, the incumbent will provide clear, concise, and diplomatic communications with effective strategies to resolve issues, or escalate for resolution, as appropriate. The position will require day and overnight travel throughout the State of Georgia.
Responsibilities
TECHNICAL SUPPORT: Provides primary IT support for technical issues at regional/clinical campuses of the Medical College of Georgia. Delivers remote or on-site diagnostic/repair support for a variety of technologies employed in administrative, academic, and simulation operations. Functions as liaison for ancillary IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.
ALTERNATE SUPPORT: Provides alternate IT support for the Medical College of Georgia's primary campus in Augusta, providing on-site diagnostic/repair support for a variety of technologies utilized in administrative operations. Functions as liaison for ancillary AU and AU-IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.
SERVICE MANAGEMENT APPLICATION: Completes and oversees the timely submission of reported problems through AU's Information Technology Service Management (ITSM) application. Fully documents support efforts, ensuring appropriate Service Level Agreements (SLA) are met and services restored as efficiently as possible. Proactively monitors reported or resolved incidents for tracking of trends and engages others as necessary for preventive or corrective actions.
SYSTEM SUPPORT: Proactively tests, maintains, and facilitates the usage of small group collaborative video-conferencing systems, web-conferencing systems, and related technology to support academic teaching, administrative meetings, and special events within departmental spaces.
ADVISE/CONSULT CUSTOMERS: Consults and advises customers on best practices for IT engagement, adherence to security policies, data storage, asset management tracking, evaluation of hardware/software upgrades/refresh, and productivity software collaboration to optimize departmental practices and procedures.
REGIONAL SUPPORT: For assigned regional/clinical campuses, champions site-specific coordinated support efforts between regional/clinical campus, AU-IT groups, USG networking, host IT group, or contracted vendors. Maintains accurate records of all relevant support contacts and contracts for each regional/clinical campus, including the appropriate steps to take for after-hours support needs.
TECHNOLOGY SOLUTIONS: Participates in the evaluation, recommendation, development, and implementation of reliable, efficient, and cost-effective technology solutions through partnerships with vendors and select AU-IT groups.
: Perform other duties as assigned.
Required Qualifications
Bachelor's degree from an accredited college or university and two years of related field experience OR Associate's 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 a minimum of two related certifications, i.e. CompTIA A+, or CTS. Must possess and maintain a valid state driver's license.
Preferred Qualifications
Technical certifications or experience working with: Comp TIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, Project Management certification (any level). Master's degree from an accredited college or university in Instructional/Educational Technology, Information Technology, or related field. Experience in a higher education environment. Teaching and/or training experience.
Knowledge, Skills, & Abilities
KNOWLEDGE
Advanced knowledge of Windows and Apple hardware/software/OS/iOS support practices.
Advanced knowledge of productivity software such Microsoft Office, Adobe Creative Cloud, as well as cloud-based storage such as Box and OneDrive installation and operation.
Knowledge of network connectivity, topography, and use of wireless networking, videoconferencing, Zoom/Teams web conferencing, and live streaming.
Knowledgeable in the configuration and operation of presentation systems, computer-based simulation, lecture capture, and related collaborative solutions found in classrooms, conference rooms, and event settings.
SKILLS
Excellent interpersonal, written, and verbal communication skills.
Detail-oriented with strong prioritization and organizational skills.
Skilled and experienced in providing exceptional customer service.
ABILITIES
Ability to communicate orally and in writing in a clear and concise manner to a variety of customer knowledge levels.
Ability to establish and maintain effective working relationships with co-workers, the AU community, and visitors to AU.
Ability to troubleshoot and resolve audiovisual system issues in a compressed timeframe.
Ability to prioritize and execute tasks in a high-pressure environment.
Ability to work before or after hours/weekends as required.
Ability to read and understand technical documentation and conduct research to identify and implement corrective solutions.
Ability to maintain confidentiality.
Ability to pay close attention to details.
Shift/Salary/Benefits
Shift: Days; M-F (Work outside of the standard business hours may be required)
Pay Band: B10
Salary: $52,500/annually-$53,341/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! https://www.augusta.edu/hr/jobs/
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 706-721-9365
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=12000&JobOpeningId=292982&PostingSeq=1
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