PC Systems Analyst

Position: PC Systems Analyst 2
* About Us

Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 12,000 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences.

Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values https://(Use the "Apply for this Job" box below). make Augusta University an institution like no other.

Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state.

The University System of Georgia https:// is comprised of our 26 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 online at https://.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://.

Location

Augusta University

Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912

Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904

Job Summary

Within each embedded support team, a PC Systems Analyst 2 (PCSA2) is dedicated to meeting the technology support needs of the assigned college(s), supporting Augusta University's mission of leadership and excellence in teaching, discovery, clinical care, and service. Under the general supervision of their team's leadership, the PCSA2 is an IT rescue go-to for their community, and provides fast, professional, and friendly resolution for the barriers that appear in modern computing on a regular basis.

Furthermore, the PCSA2 is committed to proactively reducing the frequency and impact of these problems in the first place. They are always looking for ways to improve processes and maximize time and cost efficiencies for the university. In addition to traditional IT support and troubleshooting, this role provides consultation and individualized training for faculty and staff use of enterprise technologies, including hardware, software, and web applications, escalating to appropriate teams where appropriate and ensuring accurate documentation throughout.

This is a fast-paced, challenging, and mobile role and an important part of the IT customer experience team. The PC Systems Analyst 2 (PCSA
2) is an experienced member of the customer experience team and is an expert in the support of our enterprise technologies.

Responsibilities

The duties include, but are not limited to:

TROUBLESHOOTING AND SUPPORT:
Provides troubleshooting, training, and support for software and hardware, including internet and network connectivity for PCs, Macs, mobile devices, and peripherals, including classroom podium workstations. Implements and monitors standards and procedures, facilitates data backup and recovery, and maintains service logs. Gains expert-level knowledge on the use of the workstation management tools. Escalates or involves other teams when necessary. Creates, maintains, and completes required information on service requests in an incident management system.

DOCUMENTATION AND DEVELOPMENT OF SUPPORT MATERIALS:
Provides clear documentation of work through diligent ticketing. Develops both forward-facing and internal knowledge base articles documenting internal processes as well as the usage of technology tools.

CONSULTATION AND TRAINING:
Advises and consults with customers on the use of enterprise systems and software tools to enhance productivity and improve customer experience while promoting good cybersecurity practices/hygiene. Trains staff and faculty on new and existing productivity tools (collaboration, virtual meeting, cloud storage, etc).

CROSS-TRAINING AND MENTORING:
Provides cross-training and mentoring to other staff in Information Technology.

COMMUNICATION:
Provides clear, accurate, and timely information for outstanding issues to customers and the same quality to other units in IT when investigating and pursuing…