PC Systems Analyst 1

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.

College/Department Information

The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators, advance learning, discovery and care.

Job Summary

Under general supervision, perform tasks to aid in the on-going support of end-user environments including personal computers (PCs & Macs) and peripherals. Work independently to research and resolve hardware & software problems and respond to client requests and refer only the most complex problem to Tier 2 or 3. Corrects hardware, software, and operational problems; maintains service logs; monitors problem/change activities and coordinates involvement of staff, clients, and vendors to ensure effective resolution of user problems.

Responsibilities

The duties include, but are not limited to:

• INSTALLATION: Installs, tests, troubleshoots, and maintains hardware and software products including internet and network connectivity for PCs, Macs, Mobile and handheld devices and peripherals. 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.
• ADVISE: Advises and consults with customers on the use of enterprise systems and software tools to enhance productivity and improve customer experience.
• CUSTOMER SERVICE: Provides telephone, face-to-face and remote support to the customer.
• PROVIDE INFORMATION: Provides detailed status information and estimated time of resolution to customers in a timely manner.
• GENERATE QUOTES: Creates quotes for computer/printer/software and helps the customer identify what hardware/software meets their needs.
• SUPPORT: Provides support for meetings and other events.
• TRAINING: Provide technical training and support to fellow co-workers and staff.
• SERVICE REQUESTS: Creates, maintains, and completes required information on service request in an incident management system.
• OTHER RESPONSIBILITIES: Perform all other duties as assigned.

Required Qualifications

• Bachelor's degree from an accredited college or university and 1 year related field experience, OR
• Associate degree from an accredited college or University and 2 years related field experience, OR
• High School Diploma, GED, or equivalent from a recognized State or Federal accrediting organization and 3 years related field experience.

Knowledge, Skills, & Abilities

• KNOWLEDGE: In depth knowledge of computer hardware, software, operating systems, and internet network connectivity.
• ABILITIES: Proven ability to communicate effectively verbally, and in writing with customers to obtain all required information necessary to determine and address their specific needs. Proven ability to work effectively within a team. Proven 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 task.

Shift

Days; M-F (Work outside of normal business hours may be required).

Pay & Benefits

• Pay Band: B9
• Salary: $48,800.00/annually - $48,987.69/annually
• Benefits: 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.