Technical Support Specialist II

Job Title:

Technical Support Specialist II

Location:

UNG - Cumming/Forsyth

Regular/Temporary:
Regular

Full/Part Time:
Full-Time

Job

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of over 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society.

Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

The University of North Georgia is currently accepting applications for a Technical Support Specialist II on the Cumming campus. The Technical Support Specialist's role is to provide efficient and effective technical support to end users, and to maintain UNG's computing equipment environment. This includes installing, diagnosing, repairing, maintaining, and upgrading end user hardware, software, and equipment to ensure optimal performance. The technician will also troubleshoot problem areas (in person, by telephone, remote tools, or via email) in a timely and accurate fashion and provide end-user assistance where required.

The Cumming TSS representative works closely with the Endpoint System Engineering, Network Services, Enterprise AV Services, as well as the Service Desk and other IT units, to ensure continuity of best practices and support methods among the Cumming campus buildings. The Cumming TSS representative is the eyes, ears, and hands of those IT units that do not have direct representation on the Cumming campus.

A smartphone is required for job duties.

Please be advised that any offer of employment is contingent upon your eligibility to work in the United States. The university is aware of recent federal changes that may significantly increase the cost of filing H-1B visa petitions.

As a public institution, the university's ability to cover such costs is subject to budgetary constraints and state funding policies. Therefore, while we remain committed to supporting international faculty hires, we cannot guarantee payment of any newly imposed or increased visa-related fees.

If you have any questions regarding the visa policy, please contact Monica Arrendale at .

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents. Provides critical support for end-user technology. Provides technical assistance to faculty, staff, and students. Performs contracted configuration changes in coordination with other IT units.
• Perform analysis, diagnosis, and Tier I/II/III resolution of technical issues for end users, including remote repair for remote users as needed. Contributes to the creation and updating of support documentation and provides in-time training to campus faculty and staff.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Coordinate advanced support with other IT units and provide assisted advance support for those areas on the campus.
• Assist with maintaining, and upholding procedures for logging, reporting, and monitoring end-user device operations.
• Other duties as assigned.

• Knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support.
• Knowledge of PC networking in an Active Directory environment.
• Knowledge of PC imaging, remote management, and remote support.
• Working level knowledge of ITIL processes and ITSM best practices.
• Must possess excellent troubleshooting and problem-solving skills and the ability to multi-task, manage workload, and meet deadlines.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone; on occasion, strength to lift and carry objects weighing up to 25 pounds.
• Sitting for extended periods of time; maintain a smartphone for responding to emails, work orders, and Teams messages while in the field; maintain a state‑issued driver's license in good standing.

• Associate degree (Computer Science or Computer Information Systems preferred), 60 credit hours towards a degree, or equivalent combination of education and experience.
• One year of general computer installation, maintenance and repair experience.
• Driver's…