Gift

IT Service Specialist

(Req. # STA000387)

Position Summary: Center for Academic Tech Support (Multiple Positions)

Service Technician (1 Position) -This position will provide desktop computer support for hardware, software, peripherals and services across the Windows and Macintosh operating systems; deliver support to students, faculty, and staff, classrooms, computing labs, and other locations that require desktop support; provide support for Academic Affairs customers in response to assigned tickets and established hardware and software maintenance schedules; install, configure, troubleshoot, and maintain desktop computers, printers, peripherals, and licensed software and support Smart Classrooms. Monitor equipment functionality, condition, usage, and security including, 1) perform and ongoing maintenance of equipment inventory, 2) perform routine and ongoing hardware and software maintenance, 3) recommend hardware/software solutions, 4) ensure that all equipment is kept well organized and secure; ability to respond quickly to customer issues, learn and adapt to new technologies and ability to troubleshoot and escalate issues to resolution; supervise and train assigned student technicians; serve as a resource and provide technical solutions to customer base; may sometimes serve in the role of Customer Service Specialist at the CATS call center.

Customer Service Desk Agent (2 Positions) - This position will provide customer support for the Academic Technology Support’s service call center; serves as the first point of contact for customers calling into or visiting the call center; primary responsibilities include documentation of all reported issues; assignment of issues to the appropriate support staff or team; first level troubleshooting; tracking issues to closure; providing customer follow up and collaborate with the customer support specialist team when needed as it relates to testing or recurring issues; contribute to a customer friendly environment through executing good customer service techniques; document, assign and track issues entered into the ticketing system; follow all procedures outlined by the Support Manager; troubleshoot IT related issues and escalate issues as needed. May require working after general operating hours.

Georgia Southern University is a Tobacco Free Campus.

Minimum Requirements: Bachelor’s Degree (a higher level of experience can be substituted for some of the educational requirement); two or more years related work experience; Currently possess or has the ability to obtain within 6 months of employment the CompTIA A+ certification and Network + certification; effective communication (verbal and written), organization and human relations skills; ability to work well in a diverse environment; proficiency with computer and Microsoft Office Applications software including word processing, spreadsheets, and databases; successful completion of background investigation prior to employment.

Preferred Qualifications: Bachelor’s Degree; HDI Training, advanced certifications; five or more years of work related

Salary Range: Commensurate with Experience

Application Deadline: May 29, 2015

TO APPLY: Please visit the Georgia Southern University employment website and complete the application process at https://employment.georgiasouthern.edu.

The application process must be completed by the deadline to be considered.

For more information, call the 24-hour job line at (912) 478-0629.

Georgia is an open records state.

Individuals in need of reasonable accommodations under the ADA to participate in the search process should notify Human Resources: (912) 478-5468 or HR-TDD: (912) 478-0791.

Georgia Southern University is an Equal Opportunity/Affirmative Action/Disability/Veteran employer.

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