IT Systems Support Analyst

About the role

The IT Systems Support Analyst role at Augusta University is responsible for delivering high-quality Tier 1 and Tier 2 technical support to faculty, staff, and students. This role resolves a wide range of hardware, software, and peripheral-related issues, applies strong analytical and problem-solving skills to diagnose and resolve both routine and complex technical issues, and provides audiovisual support for academic and campus events.

Responsibilities

• Support and maintain IT systems and services specific to the Augusta University Riverfront Campus environment.
• Maintain standards and processes for badging and physical security access of the resident partners at the Riverfront Campus.
• Ensure system integrity, user access, and operational continuity across assigned platforms.
• Participate in departmental and institution-wide IT projects and initiatives as assigned.
• Provide audiovisual support for classrooms, meetings, and campus events, including setup, operation, and troubleshooting.
• Perform basic AV troubleshooting and escalate complex issues to Tier 2/3 support as needed.
• Deliver Tier 1 and Tier 2 technical support for hardware, software, operating systems, and peripheral devices to faculty, staff, and students.
• Respond to, document, and resolve service requests and incidents in a timely manner in accordance with established service level agreements.
• Diagnose, troubleshoot, and resolve routine to moderately complex technical issues, escalating issues as necessary.
• Assist with system deployments, technology upgrades, and routine maintenance activities.
• Deliver high quality customer service through clear communication and effective problem resolution.
• Provide guidance and support to interns, including task assignment, training, and performance feedback.
• Perform all other duties as assigned.

Requirements

• Bachelor's degree from an accredited college or university and two years related field experience OR Associate degree from an accredited college or university and three years of directly related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and seven years of directly related experience and at least two related certifications, i.e. CompTIA A+, or CTS.
• Must possess and maintain a valid driver's license.

Qualifications

• Proficient in Microsoft Office and other computer software/databases.
• In-depth knowledge of computer hardware, software, operating systems, and internet/network connectivity.
• Excellent interpersonal, written, and verbal communication skills.
• Detail-oriented with strong prioritization and organizational skills.

Skills & Abilities

• Ability to maintain confidentiality.
• Ability to work effectively within a team.
• Ability to develop an effective, collaborative working relationship with a variety of representative groups.
• Ability to analyze a problem and define/implement the solution to the problem.
• Ability to manage time wisely and in an organized manner to best complete a given set of tasks.
• Ability to work on a team and contribute constructively to discussions and projects.
• Ability to follow instructions, communicate standards, policies, and procedures.
• Ability to work with various personality types.

Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the standard business hours may be required)
Salary: $52,500/annually-$65,600/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.
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. 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 [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!
Applicants are encouraged to tailor their resumes to the position of interest by clearly highlighting relevant work experience and skills gained from previous employment.
Resumes should reflect how your background aligns with the qualifications and responsibilities of the role.
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