Technical Support Specialist II

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of nearly 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society. Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

The University of North Georgia is currently accepting applications for a Technical Support Specialist II on The Blue Ridge campus. The Technical Support Specialist's role is to provide efficient and effective technical support to end users, and to maintain UNG's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all standard end-user hardware and equipment to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, remotely, or via email) in a timely and accurate fashion and provide end-user assistance where required.
The position held in Blue Ridge is a hybrid IT position and will serve as the IT representative for the campus, coordinating several IT requests between other IT areas to serve students, faculty, staff, and community members. This position will become a primary assignee on some desk and remote duties that are held across technical support to help balance work across five campuses.

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents. Provides critical support for end-user technology. Provides technical assistance to faculty, staff, and students. Performs contracted configuration changes in coordination with other IT units.
• Perform analysis, diagnosis, and Tier I/II resolution of technical issues for end users, including remote repair for remote users as needed. Assists in the creation and updating of support documentation and provides in-time training to campus faculty and staff.
• Collaborate with university faculty and staff to deliver standardized quotes while ensuring adherence to university policies and budget constraints.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assist with maintaining, and upholding procedures for logging, reporting, and monitoring end-user device operations.
• Other duties as assigned.

Knowledge, Skills & Abilities

• Knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support. 
• Knowledge of PC networking in an Active Directory environment. 
• Knowledge of PC imaging, remote management, and remote support. 
• Working level knowledge of ITILv3 processes and ITSM best practices. 
• Must possess excellent troubleshooting and problem-solving skills and the. ability to multi-task, manage workload, and meet deadlines.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone; on occasion, strength to lift and carry objects weighing up to 25 pounds.
• Sitting for extended periods of time; maintain a state-issued driver's license in good standing.

• Associate's degree (Computer Science preferred), or 60 credit hours towards a degree required.
• One year of general computer installation, maintenance and repair experience required.
• Or an equivalent combination of education and experience.
• Dell, A+ or MCITP certification or equivalent required. May be obtained within first 6 months of employment.

• Apple, Microsoft, and ITIL v3/v4 certification desired.

Minimum Starting Salary : $22.79 per hour

• Resume
• Cover letter
• Contact information for three professional references. 

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with the University of North Georgia, as determined by University of North Georgia in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

The University of North Georgia, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, sex or national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.

• This position will be required to drive.
• This role is considered a position of trust.

Please note, the University of North Georgia career board updates daily and job postings are subject to be removed when closed or filled.

• Position of Trust + Education