Technical Support Analyst

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Technical Support Analyst is responsible for providing technical assistance and support for hardware, software, and network issues encountered by institution users. This role involves diagnosing problems, troubleshooting issues, and offering solutions to ensure that technology resources function effectively and meet the needs of the institution's community.

Job Duty 1 -
Provide technical assistance and support to users experiencing hardware, software, and networking issues within the institution.

Job Duty 2 -
Diagnose and troubleshoot technical problems, utilizing remote access tools and diagnostic software to resolve issues efficiently.

Job Duty 3 -
Maintain detailed documentation of support requests, resolutions, and user interactions to ensure accurate tracking and reporting of technical support activities.

Job Duty 4 -
Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications to ensure optimal performance.

Job Duty 5 -
Educate users on best practices for technology use and cybersecurity awareness, promoting safe computing habits across the institution.

Job Duty 6 -
Prepare and deliver training sessions and workshops to help users become more proficient in using technology resources and software applications.

Job Duty 7 -
Monitor and manage support ticketing systems, ensuring timely responses and resolution of user requests in accordance with established service level agreements.

Job Duty 8 -
Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could enhance support services and efficiency.

Job Duty 9 -
Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Associate Degree in related discipline or equivalent combination of education and experience.

Required Experience
Two or more years of relevant experience.

Preferred Educational Qualifications
Bachelor's Degree

Experience with Implementation and Application Support/Maintenance of the Deltek Costpoint system including the Contract Management Application. Ability to configure out of the box functionalities and build extensibilities using Java in Deltek Costpoint.

Experience with data analysis and support for Oracle and SQL databases, developing reports using Cognos and other reporting tools.

Experience with Java, SQL, SQL Script

Knowledge of REST Webservices.

Experience in troubleshooting and providing application support for escalated and complex issues for the Deltek Contract Management Systems and its integrations.

Certifications in specific software supported

Three to four years of job-related experience.

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.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here: https://www.usg.edu/policymanual/section6/c2714 Board of Regents Policy Manual | University System of Georgia (usg.edu).

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 not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening