IT Systems Support Analyst

Job

Location: Augusta University (Full‑Time)

As a member of Augusta University’s (AU) Information Technology (IT) division, the IT Systems Support Professional provides essential technology support to students, faculty, and staff across all campuses. The position requires day and overnight travel throughout the State of Georgia and is designated as essential personnel for AU‑IT operations.

• Provide primary IT support for technical issues at regional/clinical campuses, delivering remote or on‑site diagnostic/repair support.
• Act as liaison for ancillary IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.
• Complete and oversee timely submission of reported problems through AU’s Information Technology Service Management (ITSM) application, documenting support efforts and meeting Service Level Agreements (SLA).
• Proactively test, maintain, and facilitate the usage of small group collaborative video‑conferencing, web‑conferencing, and related technology to support academic teaching, administrative meetings, and special events.
• Consult and advise customers on best practices for IT engagement, security policies, data storage, asset management tracking, and software upgrades.
• Champion site‑specific coordinated support efforts between regional/clinical campuses and AU‑IT groups, maintaining accurate support contact records and after‑hours support procedures.
• Participate in the evaluation, recommendation, development, and implementation of reliable, efficient, and cost‑effective technology solutions through partnership with vendors and AU‑IT groups.
• Perform other duties as assigned.

• Bachelor’s degree from an accredited college or university and two years of related field experience OR Associate’s degree and three years of directly related field experience OR High School diploma, GED, or equivalent and seven years of directly related experience and a minimum of two related certifications (e.g., CompTIA A+, CTS). Must possess and maintain a valid state driver’s license.

• CompTIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, or Project Management certification.
• Master’s degree in Instructional/Educational Technology, Information Technology, or related field.
• Experience in a higher education environment and teaching and/or training experience.

Advanced knowledge of Windows and Apple hardware/software/OS/iOS support practices; advanced knowledge of Microsoft Office, Adobe Creative Cloud, and cloud‑based storage (Box, One Drive); knowledge of network connectivity, wireless networking, videoconferencing (Zoom/Teams), and live streaming; proficiency in configuring and operating presentation systems, computer‑based simulation, and lecture capture. Excellent interpersonal, written, and verbal communication skills; detail‑oriented with strong prioritization and organizational abilities; exceptional customer service;

ability to troubleshoot and resolve audiovisual system issues, prioritize tasks in high‑pressure environments, and work before or after hours as required.

Shift: Days;
Monday‑Friday (outside of standard business hours may be required). Pay Band: B10. Salary: $52,500 – $53,341 annually. Recruitment Period:
Until Filled. Benefits include health, dental, life, Teachers Retirement System, vacation, sick leave, 13 paid holidays, and tuition assistance for eligible full‑time employees.

All selected candidates must successfully pass a Background Check review prior to starting. A credit check may be required for Positions of Trust and/or approved departmental Purchase Card usage. Driver’s license history will be reported; a valid driver’s license is required for all applicants who will drive an Augusta University vehicle.

Augusta University is a proud equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.

Visit Augusta University Careers to apply.