IT Professional Specialist

IT Professional Specialist – Inside Higher Ed

Position Summary

The Office of Technology and Instructional Services (OTIS) provides technical support to the College of Family and Consumer Sciences faculty, staff, and students for various IT‑related services. This position reports directly to the IT Director for the College of Family and Consumer Sciences and manages all aspects of client support operations. Responsibilities include assisting customers with all aspects of desktop support operations, providing support through telephone, e‑mail, and in‑person, documenting known problems and solutions in an internal ticketing system, and producing written guides and documentation for the OTIS help‑desk website.

Minimum Qualifications

• Bachelor’s degree in a related field or equivalent

Preferred Qualifications

• CompTIA A+ certification

Knowledge, Skills, Abilities and Competencies

• Excellent written and verbal communication skills.
• Critical thinking skills.
• Attention to detail.
• Develop and maintain written documentation.
• Knowledge of IT processes, functions, best practices, and procedures.
• Ability to assist the college’s faculty, staff, and students in identifying and resolving problems regarding the use of a variety of hardware and software in an Active Directory networked environment.
• Ability to work both one‑on‑one and in a group environment.

Physical Demands

• Sit at computer for long periods of time.
• Lift up to 40 lbs.

Duties/Responsibilities Client Support Services

• Provide excellent customer service to all clients, and communicate and interact professionally and courteously with all members of the OTIS staff and college.
• Provide Tier 1 support to the college administrators, faculty, staff, and students via help‑desk phone, e‑mail, and in‑person.
• Make independent support decisions while working on‑site and at different locations on campus.
• Work in conjunction with other IT services staff members to provide Tier 1 and 2 levels of IT support to all Administrators, Faculty, Staff, and Students of the college.
• Facilitate communication with OTIS staff members on complex technical issues that require escalation.
• Coordinate and perform all actions necessary to install and configure networked computer systems, software, and hardware for the members of the college, including but not limited to assisting with equipment specifications, moving equipment, setting up equipment, backing up data, imaging equipment, configuring applications, and assisting with other deployment aspects as needed.
• Maintain and troubleshoot all client systems, make recommendations and perform software and hardware upgrades, and respond to any reported problems.
• Work as part of a team to create, modify, manage, develop, and institute college‑wide AD group policies for the college.
• Maintain a proactive stance regarding patch management in identifying and alleviating systems issues.
• Input accurate machine data into multiple databases and maintain the integrity of that data.
• Follow all established procedures and protocols within OTIS and UGA.

Client Support Services – Time Allocation

• 85 %

Classroom Technology Support – Time Allocation

• 10 %

Evaluation and Development – Time Allocation

• 5 %

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Information Technology

Industries

• Online Audio and Video Media

Equal Opportunity Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, veteran status, or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (
hrweb
).

Contact Information

Recruitment Contact Name:
David Floyd
Recruitment Contact Email: dfloyd

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