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Inside Higher Ed · 1 month ago

IT Systems Support Analyst

Augusta, GA

Full-time

Onsite

Entry, Mid Level

$52K/yr - $53K/yr

2+ years exp

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers. The IT Systems Support Analyst provides dedicated technology support for students, faculty, and staff, ensuring optimal operations through various technical support and service management responsibilities.

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Responsibilities

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

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

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

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

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

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

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

Qualification

CompTIA A+ certificationAVIXA CTS certificationMicrosoft Office SpecialistWindows supportApple supportNetwork connectivityVideoconferencing systemsCustomer serviceCommunicationDetail-oriented

Required

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

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