IT Systems Support Analyst (Savannah Campus)

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 10,500 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 make Augusta University an institution like no other.

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 online 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 online at https://www.usg.edu/policymanual/section6/C2653.

Location

Augusta University -

The Armstrong Center: 13040 Abercorn St, Savannah, GA 31419

College/Department Information

The Division of Information Technology is the backbone of Augusta University. IT manages all Augusta University systems, networks, data, and applications while safeguarding our digital information.

IT strives to provide stable, reliable, and secure IT access for students, faculty, staff, clinicians, patients, researchers, and visitors. As the central IT service provider for Augusta University and many of AU Health's IT services, IT is responsible for Augusta University's most critical IT resources including the wired and wireless network; email, telephone, and online collaboration services; information security; software licensing; and a host of other systems and applications.

Job Summary

As a member of Augusta University's (AU) Information Technology (IT) division, the staff members will adhere to the highest customer service standards and professionalism in implementing all duties and responsibilities. The IT Systems Support Professional is a critical source of dedicated technology support for students, faculty, and staff across all campuses of the Medical College of Georgia and is designated as essential personnel for AU-IT operations.

With duties ranging from audiovisual support, personal computing hardware/software support, lecture capture, network connectivity diagnostics, simulation device support, telehealth device support, and productivity software diagnostics, this position is a fundamental necessity for optimal operations. Under limited leadership, the incumbent will provide clear, concise, and diplomatic communications with effective strategies to resolve issues or escalate for resolution, as appropriate. The position will require significant day and overnight travel throughout the State of Georgia.

Responsibilities

Duties include but are not limited to:

IT SUPPORT: Provides primary IT support for technical issues at regional/clinical campuses of the Medical College of Georgia.

Delivers remote or on-site diagnostic/repair support for a variety of technologies employed in administrative, academic, and simulation operations. Functions as a liaison for ancillary IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

TECHNICAL SUPPORT: alternate IT support for the Medical College of Georgia's primary campus in Augusta, providing on-site diagnostic/repair support for a variety of technologies utilized in administrative operations. Functions as a liaison for ancillary AU and AU-IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

IT OPERATIONS: Completes and oversees the timely submission of reported problems through AU's Information Technology Service Management (ITSM) application.

Fully documents support efforts ensuring appropriate Service Level Agreements (SLA) are met and services restored as efficiently as possible. Proactively monitors reported or resolved incidents for tracking of trends and engages others as necessary for preventive or corrective actions.

AUDIO-VISUAL (AV) TECHNOLOGY SUPPORT:

Proactively tests, maintains, and facilitates usage of small group collaborative video-conferencing systems, web-conferencing systems, and related technology to support academic teaching, administrative meetings, and special events within departmental spaces.

IT CONSULTING: Consults and advises customers on best practices for IT engagement, adherence to security policies, data storage, asset management tracking, evaluation of hardware/software upgrades/refresh, and productivity software collaboration to optimize departmental practices and procedures.

IT SERVICE MANAGEMENT: For assigned regional/clinical campuses, champions site specific coordinated support efforts between regional/clinical campus, AU-IT groups, USG networking, host IT group or contracted vendors. Maintains accurate records of all relevant support contacts and contracts for each regional/clinical campus, including appropriate steps to take for after-hours support needs.

IT STRATEGY AND TECHNOLOGY SOLUTIONS: Participates in evaluating, recommending, developing, and implementing reliable, efficient, and cost-effective technology solutions through partnerships with vendors and select AU-IT groups.

OTHER DUTIES: Performs other duties as assigned.

Required Qualifications

Bachelor's degree from an accredited college or university and 2 years related field experience OR

Associate's degree from an accredited college or university and 3 years of directly related field experience OR

High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and seven 7 years of directly related experience, and a minimum of 2 related certifications (i.e., CompTIA A+ or CTS).

Must possess and maintain a valid state driver's license.

Preferred Qualifications

Technical certifications or experience working with: Comp TIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, Project Management certification (any level).

Knowledge, Skills, & Abilities

KNOWLEDGE

Advanced knowledge of Windows and Apple hardware/software/OS/iOS support practices.

Advanced knowledge of productivity software such as Microsoft Office and Adobe Creative Cloud, as well as cloud-based storage such as Box and OneDrive installation and operation.

Knowledge of network connectivity, topography, and use of wireless networking, videoconferencing, Zoom/Teams web conferencing, and live streaming.

Knowledgeable in configuring and operating presentation systems, computer-based simulation, lecture capture, and related collaborative solutions found in classrooms, conference rooms, and event settings.

SKILLS

Excellent interpersonal, written, and verbal communication skills

Detail-oriented with strong organizational, prioritization, and customer service skills.

ABILITIES

Ability to maintain confidentiality.

Ability to work before or after hours/weekends as required.

Ability to prioritize and execute tasks in high-pressure environments.

Ability to troubleshoot and resolve audiovisual system issues in a compressed timeframe.

Ability to establish and maintain effective working relationships with co-workers, AU community, and visitors to AU.

Ability to read and understand technical documentation and conduct research to identify and implement corrective solutions.

Shift/Salary/Benefits

Shift: Days; Monday- Friday ( Work outside of normal business hours may be required)

• Position is located on the Savannah Campus*

Pay Grade: 18

Salary: $48,341/ annually- $50,000/ annually

Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position

Recruitment Period: Until Filled

Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.

Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.

Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!

Conditions of Employment

All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University.

If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.

Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle.

All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.

Driver's License Statement

The Human Resources Division will request a driver's history report for the identified top candidate(s) for this position. We will initiate this through our Background Check Vendor; this report will come from the Department of Motor Vehicles. The selected candidate must have a valid driver's license.

Other Information

This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success."

Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited.

Equal Employment Opportunity

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

How To Apply

Consider applying with us today!

https://www.augusta.edu/hr/jobs/ Search Job ID: 273399

Select University Faculty & Staff > External Applicants if you are a candidate from outside the university

Select University Faculty & Staff > Internal Applicants if you are a current university employee

If you need further assistance, please contact us at 706-721-9365