PC Systems Analyst 2

About the role

Within each embedded support team, a PC Systems Analyst 2 (PCSA2) is dedicated to meeting the technology support needs of the assigned college(s), supporting Augusta University's mission of leadership and excellence in teaching, discovery, clinical care, and service. Under the general supervision of their team's leadership, the PCSA2 is an IT rescue go-to for their community, and provides fast, professional, and friendly resolution for the barriers that appear in modern computing on a regular basis. Furthermore, the PCSA2 is committed to proactively reducing the frequency and impact of these problems in the first place. They are always looking for ways to improve processes and maximize time and cost efficiencies for the university. In addition to traditional IT support and troubleshooting, this role provides consultation and individualized training for faculty and staff use of enterprise technologies, including hardware, software, and web applications, escalating to appropriate teams where appropriate and ensuring accurate documentation throughout. This is a fast-paced, challenging, and mobile role and an important part of the IT customer experience team.

Responsibilities

• Troubleshooting and support for software and hardware, including internet and network connectivity for PCs, Macs, mobile devices, and peripherals, including classroom podium workstations.
• 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.
• Provides clear documentation of work through diligent ticketing.
• Develops both forward-facing and internal knowledge base articles documenting internal processes as well as the usage of technology tools.
• Advises and consults with customers on the use of enterprise systems and software tools to enhance productivity and improve customer experience while promoting good cybersecurity practices/hygiene.
• Trains staff and faculty on new and existing productivity tools (collaboration, virtual meeting, cloud storage, etc).
• Cross-trains and mentors to other staff in Information Technology.
• Communicates clear, accurate, and timely information for outstanding issues to customers and the same quality to other units in IT when investigating and pursuing resolution for unusual and/or broader problems.

Requirements

• Bachelor's degree from an accredited college or university and two years of related experience OR Associate's degree from an accredited college or university and three years of related experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and five years of related experience.
• 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).

Shift/Salary/Benefits

Shift: Days; M-F (Work outside of the standard business hours may be required)
Pay Band: B11
Salary: $56,600/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

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.

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.
https://www.augusta.edu/hr/jobs/
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