Technical Support Specialist II

Job Title: Technical Support Specialist IILocation: UNG - GainesvilleRegular/Temporary: RegularFull/Part Time: Full-TimeJob ID: 297263About UsLocated in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of over 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.Job SummaryThe University of North Georgia is currently accepting applications for a Technical Support Specialist II on the Gainesville campus. The Technical Support Specialist II (TSS II) provides responsive, high-quality technical support for UNG faculty, staff, and students, and helps maintain a reliable end-user computing environment. This role installs, configures, diagnoses, repairs, maintains, and upgrades end-user hardware, software, and peripherals to ensure effective and secure operation. The TSS II resolves issues in person, by phone, using remote support tools, and through email or chat, delivering timely and accurate solutions. This position also supports documentation, knowledge sharing, and coordinated work with other IT units. Use of a mobile device is required to perform job duties. This position is on-campus.Please be advised that any offer of employment is contingent upon your eligibility to work in the United States. The university is aware of recent federal changes that may significantly increase the cost of filing H-1B visa petitions.As a public institution, the university's ability to cover such costs is subject to budgetary constraints and state funding policies. Therefore, while we remain committed to supporting international faculty hires, we cannot guarantee payment of any newly imposed or increased visa-related fees.If you have any questions regarding the visa policy, please contact Monica Arrendale at (706) 867-4470.ResponsibilitiesRespond to incoming service desk tickets, phone calls, email, and chat. Provide front-line and advanced technical support to faculty, staff, and students while meeting service level expectations.Analyze, diagnose, and resolve Tier I/II and selected Tier III issues involving hardware, software, operating systems, and peripherals, including remote users.Install, configure, test, maintain, monitor, and troubleshoot workstations, laptops, printers, mobile devices, and related software.Perform approved system configuration changes and device deployments in coordination with other IT teams.Create and maintain technical documentation and knowledge base articles; provide just-in-time end-user guidance when neededEnsure accurate ticket documentation, asset tracking, and adherence to escalation and support procedures.Other duties as assigned.Knowledge, Skills, & AbilitiesKnowledge of PC hardware installation, maintenance, and repair; Windows and Apple operating systems; and peripheral support. Knowledge of workstation networking within an Active Directory environment, including PC imaging, remote management, and remote support tools. Working knowledge of ITIL processes and IT service management (ITSM) best practices. Strong oral and written communication skills with the ability to explain technical concepts to nontechnical users. Proven interpersonal and teamwork skills. Ability to manage multiple priorities, work independently, and meet deadlines.Must possess the mobility to work in a standard office and campus environment and to use standard office equipment, including computers and related technology. Must have the stamina to maintain attention to detail despite frequent interruptions. Ability to lift, carry, and transport equipment and materials weighing up to 25 pounds. Must possess sufficient vision to read printed materials and computer screens, and sufficient hearing and speech to communicate effectively in person, by telephone, and through electronic communication tools. Ability to sit for extended periods of time. Must be able to successfully complete and maintain good standing in the institution's golf cart driver certification for the purpose of transporting computers and peripheral equipment, responding to critical support requests, and traveling between campus locations. Use of a mobile device is required for responding to email, work orders, and Microsoft Teams messages while working in the field. Must maintain a valid state issued driver's license in good standing.Required QualificationsAssociate degree (Computer Science or Computer Information Systems preferred); or 60 college credit hours toward a degree; or an equivalent combination of education and experience. At least one year of hands' on experience in general computer installation, maintenance, and repair. Valid state issued driver's license required.Preferred QualificationsExperience in computer life-cycle management and operations management is preferred. Familiarity with project-based work is desired. Dell, CompTIA A+, or n equivalent IT-related certification preferred. Apple, Microsoft, and ITIL certifications desired.Required Documents to AttachResumeCover letterContact information for three professional references.USG Core ValuesThe 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.Institutional ValuesThe University of North Georgia, a regional multi-campus institution and premier senior military college, provides a culture of academic excellence in a student-focused environment that includes quality education, service, research, and creativity. This is accomplished through broad access to comprehensive academic and co-curricular programs that develop students into leaders for a diverse and global society. The University of North Georgia is a University System of Georgia leadership institution and is The Military College of Georgia. More details on the UNG Mission, Values, Vision, and Culture can be found at https://ung.edu/about/mission-vision-values.phpConditions of EmploymentOffers 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.Equal Employment OpportunityThe 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.Other InformationThis is not 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. This position does not require security clearance. Please note: the University of North Georgia career board updates daily, positions are subject to be removed without prior notice or before the posting expires.Background CheckPosition of Trust + Education