The University of Georgia · 16 hours ago
Arts & Sci IT Support Coordinator Specialist
Athens, GA
Full-time
Onsite
Mid, Senior LevelThe University of Georgia is the state’s flagship university, known for its commitment to higher education. The Arts & Sci IT Support Coordinator Specialist will provide high-quality proactive support for desktops, laptops, and technology-enhanced classrooms while managing workflows and mentoring junior team members within the Franklin College Office of Information Technology.
Artificial Intelligence (AI)Information TechnologyRoboticsSoftware
Responsibilities
Manage and delegate tasks for a client support hub to coordinate IT support in multiple Franklin units; function as a member of that team to facilitate support
Train and develop technical skills with junior team members and mentor them on Franklin OIT standards and policies
Understand and implement Franklin OIT standards and policies
Serve as a technical lead and specialize in an area relevant to Franklin OIT support needs
Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned
Provide all aspects of support for desktop and laptop computers (Windows and MacOS) including security, networking, peripherals, hardware, and software
Deploy desktop computer images and collaborate with team members on image development and automation techniques
If authorized, perform some server-side tasks in collaboration with the Systems Management Team
Serve as a DNL (departmental network liaison) and maintain DHCP device records. Troubleshoot wired and wireless networking
Support scientific instruments attached to computers and provide limited support for research computing
Provide support for technology enhanced classrooms, computer labs, and videoconferencing individually and in front of an audience or classroom
Communicates and provides services effectively in person, over phone, through electronic means (e.g., ticketing and email), and possibly in front of a classroom audience
Maintains a regular and dependable working schedule in alignment with business hours
Make suggestions and provide plans for improvements and process efficiencies to leadership
Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk
Develop documentation, presentations, and training materials for clients and other audiences
Review and evaluate team member helpdesk ticketing operations and phone use through reports and data-driven decision making to improve service within the supported scope of units and support staff. Coordinate operations within the support group
Participate in the helpdesk telephone and messaging systems as part
Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT
Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions
Assist with planning and problem solving; explore alternatives and recommend solutions
Contribute to the development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects
Work with team members across Franklin to address coverage gaps
Help manage equipment life cycles, explore emerging technologies, and recommend solutions that help improve efficiency and effectiveness. Gather quotes and interact with vendors for support
Participate in and lead IT meetings at the department, college, and/or institutional level
Other duties as assigned
Qualification
Required
Bachelor's degree in a related field or equivalent
Excellent problem-solving and troubleshooting skills
Experience supporting and maintaining standard desktop and laptop computers, peripherals, and operating systems
Experience utilizing an endpoint management system (e.g. Ivanti, Spiceworks, JAMF, InTune)
Experience developing and deploying desktop images using industry standard tools (e.g. PDQ, Ivanti, MDT, JAMF, SCCM, InTune; Franklin OIT utilizes PDQ, Ivanti, JAMF,and InTune)
Experience with Active Directory, Azure AD/Entra
Experience with endpoint protection platforms (Trend Micro ApexOne, Microsoft Defender Endpoint, or equivalent products)
Knowledge of TCP/IP and experience troubleshooting wired and wireless networking
Familiarity with common productivity and security applications
Meet agreed upon objectives and tasks for supported services
Able to reliably meet and maintain a dependable work schedule during set hours
Complete routine requests in a timely manner and by deadlines
Create a seamless experience for clients
Perform at a consistently high standard
Participate in an annual performance development process
Use data and critical thinking to make well-judged decisions that enhance processes
Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM
Working with team members to address gaps in coverage with supervisor input
Set and meet realistic goals
Effectively manage time and stay on-task
Document interactions with clients and routine tasks in a ticketing system
Maintain productivity by delegating tasks with junior team members as appropriate
Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals
With minimal supervisor input, work with the team to help identify ways to improve processes and productivity
Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
Promote positive morale and serve as a positive representative of Franklin OIT
Attend department and college activities
Serve as an example for colleagues
Demonstrate professionalism and clarity in written and verbal communications
Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes
Interact and build relationships with departmental leadership under the tutoring of your supervisor
Demonstrate personal accountability and avoid blaming others
Participate in the usage and implementation of college wide tools and standards
Contribute to projects and tasks which have a college wide scope
Be available and proactive in assisting co-workers and clients during the work day
Participate in a college-wide call center; provide assistance over the phone to clients across the college
Train and develop junior team members
Manage workflows and processes within assigned team and with junior team members
Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
Maintain a service orientation by prioritizing the needs of others and delivering exceptional support
With minimal supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts
Demonstrate initiative in planning and organizing work within scope
Participate in and facilitate decision making and problem solving
Demonstrate alignment with Franklin OIT policies, and priorities
Contribute to the development of standards and best practices
Engage with other Arts & Sci IT Support Coordinators to explore new technologies, recommend alternative solutions, and provide feedback on strategic vision
Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic
Plan and promote ideas for operational improvements that meet the target strategy of the organization and in alignment with your supervisor's guidance
This position spends long periods of time sitting/standing at a desk
This position will lift and move computer equipment independently or with assistance from colleagues
This position will walk to meetings with clients in buildings that are geographically near each other and the individual's primary office
Benefits
Retirement Plan TRS or ORP
Employee Benefits Eligibility Benefits Eligible
Company
The University of Georgia
The University of Georgia, a land-grant and sea-grant university with state-wide commitments and responsibilities, is the state's flagship institution of higher education.
Founded in 1785
10001+ employees
H1B Sponsorship
The University of Georgia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (188)
2024 (131)
2023 (141)
2022 (114)
2021 (72)
2020 (59)
Funding
Current Stage
Late StageLeadership Team
Mark Johnson
Chief Technology Officer, Grady College of Journalism and Mass Communication
Alan Dorsey
Professor of Physics and Associate Chief Information Officer for Research
Recent News
Alfred P. Sloan Foundation
2023-10-27
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