Help Desk Specialist, Associate

Help Desk Specialist, Associate

Georgia State University

Instructional Innovation and Technology

Client Services

Why work at Georgia State University (GSU)? GSU is listed as the No. 2 most innovative university (U.S. News & World Report, 2024). It is a thriving research institution that provides a challenging and collaborative intellectual environment for its staff, faculty, graduate students, and postdoctoral fellows.

Putting technology to work at Georgia State University. Are you passionate about technology and your client's success and looking to make a difference? Georgia State is a leading force in the digital transformation of higher education. Georgia State's central technology services group, Instructional Innovation and Technology (IIT), seeks to inspire, support, and enable innovative solutions to advance learning, research, and economic enterprise. IIT is leading the pursuit to find solutions to the unique challenges associated with information technology and serve as leaders in a global network of knowledge creation and sharing by earning the role of valued partners and trusted advisors for evolving technology solutions, discovering, creating, and implementing new models of higher education for a community of distinct learners, creating and supporting innovative solutions that improve the lives of our students, our city and our state, attracting, developing and retaining talented and capable professionals and fostering an innovative culture of leaders where collaboration, ownership, creativity and efficiency are key.

Are you looking for an opportunity to enter into the Technical Support field? Do you enjoy seeking solutions and providing exceptional customer service? Can you help us continue to climb the ladder of success? If so, you are just who we need.

Georgia State University's Instructional Innovation and Technology (IIT) seeks a Help Desk Specialist Associate to join our vibrant and growing team.

Under the direct supervision of the Service Desk Manager, this individual will support the critical needs of our help desk support staff in addressing the increasing volume and demand of faculty, staff, and the student body. This is non-technical work providing consultation and moderate-to-complex customer service support for technology-based systems. Employees will provide customer service support for hardware, applications, operating systems, and networking. This function requires a simple-to-moderate understanding of a wide variety of technologies that effectively support end-users. This work requires strong communication skills, an ability to effectively interact with a broad range of end-users and others, and an ability to use a variety of resources to provide customer service support.

WHAT MAKES GSU A GREAT PLACE TO WORK?

• Generous benefits include health, dental, vision, tuition assistance programs, retirement, etc.
• A knowledge-sharing organization that works collaboratively with diverse partners
• A flexible work environment
• Professional development opportunities
• A rapidly growing division

HERE'S WHAT YOU WILL DO

The scope of responsibilities for this position will include but is not limited to the following essential duties:

• Customer Support.

1. Establish a positive relationship with clients while seeking solutions.

2. Address high volume, incoming calls for GSU (campus wide) in call center environment by directing/transferring callers to appropriate GSU colleges/divisions/departments/units and answering university related questions.

3. Investigate and resolve computer software and hardware problems, networking, and other computer-related technologies.

4. Answer, evaluate, and accurately prioritize incoming telephone, voicemail, email, and in-person requests for assistance.

5. Independently resolve routine and some non-routine problems utilizing standard troubleshooting procedures, existing documentation, training, resources, etc.

6. Handle problem recognition, research, isolation, resolution, and follow-up for routine user problems.

7. Solicit relevant information from clients in order to sufficiently describe non-routine problems to technical experts (i.e. higher level help desk specialists or engineers), and effectively communicate resolution to client.

8. Maintain documentation of activities (i.e., log and track all calls using the incident management database.)

9. Organize and follow basic-to-moderate and/or detailed technical procedures.

• Technical Support.

1. Follow up with users and technical staff to ensure problem resolution and customer satisfaction.

2. Serve as a productive project team member by completing assigned tasks with some supervision.

3. Work/train with other senior-level Help Desk staff in the resolution of end-user and support issues

• Administrative Support

1. Time reporting, documentation, and other administrative duties.

2. Actively contribute knowledge articles to Sr. Level members in addition to the knowledge base.

3. Update the Help Center page daily with system outages, change management information, or information that impacts the campus community.

GEORGIA STATE UNIVERSITY VALUES
COMMUNITY: Fostering a distinctive shared identity and common purpose across our multi-campus university. INCLUSION AND DIVERSITY: Respecting the dignity and value of all people and perspectives through honorable conduct based on engagement, fairness, access, equity, and civility. TRANSFORMATION: Intentionally pursuing knowledge, practice, and scholarly rigor to inspire lifelong learning, and to make our community and the world a better place. INTEGRITY: Adhering to our values, mission, and the truth through respectful cooperation and effective stewardship of resources. EXCELLENCE: Achieving the highest standards and distinction in teaching, research and service. STRATEGIC INNOVATION: Embracing invention and creativity in the pursuit of meaningful discovery using our collective talents.
USG Core Values Statement
The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well 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.
Equal Employment Opportunity
Georgia State 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 State community, including affiliates, invitees, and guests. Further, Georgia State 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.
Background Check
Successful candidate must be able to pass a comprehensive criminal background investigation and other background searches as applicable to the job such as credit check and Motor Vehicle Record.

Minimum Requirements:

Bachelor's Degree and one (1) year of related experience Or a combination of education and related experience

To be fully considered for this position, all candidates at the time of submission must provide the following documents that clearly provide proof of education and relevant experience,

• A complete and accurate GSU application
• Resume
• Three professional references. One must be a current or former supervisor.

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