IT Support Technician & Procurement Specialist

About Us

Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.

Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.

Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia where we pride ourselves in the USG Statement of Core Values

• Integrity, Excellence, Accountability, and Respect.
  
  These values form and guide the daily work of our institution.

CSU's core values

• Excellence, Creativity, Engagement, Sustainability, Inclusion, and Servant Leadership make us an institution like no other. Each year, we enroll more than 7,000 students from the Southeast, across the nation, and around the world.
  
  Many programs at Columbus State rank high for affordability and value. The university strives to provide all students with an exceptional education that's accessible, affordable, and creative to the core.

Department Information

UITS-Inst Tech/Tech Fees

Job Summary

The Information Technology (IT) Support Technician and Procurement Specialist is a position devoted to all aspects of technology set-up, installation, troubleshooting, maintenance, upgrades, and technology procurement to the CSU Community. This position is responsible for providing courteous, prompt, and accurate technical assistance to CSU students, faculty, staff in person, telephone, online requests (eQuest), and email.

The IT Support Technician's I responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of hardware, application software and/or infrastructure components. A successful candidate will possess effective troubleshooting skills with the ability to assess problems and inquiries and escalate issues when necessary. The IT Support Technician and Procurement Specialist is stationed primarily at the CSU HelpDesk to provide technical support to CSU students after hours as they utilize technology to further the university's mission.

This position is designed for student success and is predominantly focused on student support after hours. This position reports directly to the IT Client Services and Operations Manager.

Responsibilities

Significant Duties and Responsibilities include: Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude (80%/90% designed for student support and success).; Oversee the operations in the open computer lab, enforcing policy and ensuring equipment is operational and software is up to date for student use.; Manage and confirm user-submitted trouble ticket information, resolve issues over the phone, email, or in-person.; Continuously grow general knowledge of the current university, department, and facility-specific equipment, increasing the ability to resolve requests on the first contact.; Serve as co-administrator of the CSU ticketing system (eQuest); updating and modifying all aspects of the system such as creating workflows, catalogs, profiles, and reports.; Evaluate current services and propose cost-effective and efficient solutions to ensure student success.; Develop and analyze reports from email, telephone and ticketing system.; Work with members of UITS and other teams within CSU on projects and initiatives.; Create and maintain process and training documentation.; Proficient in Social Media, marketing, and analytics.; Participate in process improvement and employee development.; Assist with classroom/labs imaging process and audio/visual technology.; Assist Repair Shop with troubleshooting, hardware and software repair.; Maintain and troubleshoot devices and systems, hardware, and software.; Implement new technology services as needed.; Document system performance, bugs, debugging, and program requirements.; Create and maintain brochures, fliers, web pages, and other promotional materials.; Promote and market IT Services on the Main and RiverPark Campus.; Develop effective training methods for students, faculty, and staff.; Serve as Peoplesoft Financials security administrator, update users' roles as needed, and provide new and/or transfer roles within the system when necessary.; Assist and work with IT Client Services and Operations Manager with procurement responsibilities including sourcing hardware and software.; Other duties as assigned

Required Qualifications

Required Qualifications include: Bachelor's degree and at least 1 year of previous technical customer service experience, preferably in a university setting, or any equivalent combination of education and experience is required.

Preferred Qualifications

Preferred Qualifications include: HDI Certification.; ITIL Foundation.

Proposed Salary

The proposed annualized salary range for this position is $39,253 - 42,784 and includes full benefits.

Knowledge, Skills, & Abilities

Knowledge, Skills, and Abilities include: Knowledgeable in all aspects of computer support and customer service.; Possess technical and analytical skills; also soft skills to deal directly with the customer, offering advice, training, solutions, and guidance.; Demonstrate the ability and desire to learn university, department, and facility-specific applications, technology, and terminology.; Knowledge of personal computers and common application programs (MS Windows, MS Office, Mac OS, Gmail, Google, etc.).; Ability to work responsibly and independently without direct supervision.; Ability to work well with immediate team members and solve problems quickly.; Effectively be able to use and troubleshoot Apple products.; Ability to prioritize and multitask in a busy environment.; Positive and excellent customer service skills.; Demonstrate high attention to detail with a focus on quality.; HTML or web development experience.; Strong interpersonal and communication skills, both verbal and written.; Ability to be creative and innovative in a higher education environment.; Ability to research and apply leading IT trends and standards to the Department and University.

Contact Information

If you have any questions, please contact Jessica Phelps, Hiring Manager, via email at phelps_jessica@columbusstate.edu.

USG Core Values

The University System of Georgia 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 on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties:

• A credit check completed for Positions of Trust and or approved departmental Purchase Card usage;

• Pre-employment drug testing for positions with high-risk responsibilities.

• Motor vehicle reports are required for positions that are required to drive a Columbus State University fleet vehicle or other vehicle designated as a fleet vehicle. A successful drug screening will be required as a condition of employment a randomly thereafter.

• Applicants for positions of trust may be asked to disclose criminal record history during the initial screening process and prior to a conditional offer of employment.

For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom.

Equal Employment Opportunity

Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.

Other Information

This is not a supervisory position.

This position does not have any financial responsibilities.

This position will not be required to drive.

This role is considered a position of trust.

This position does not require a purchasing card (P-Card).

This position will not travel

Background Check

• Position of Trust