Technical Support Associate

Job Title: Technical Support Associate
Location: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job : 293722

Technical Support Associates provide assistance and troubleshooting for Information Technology systems, applications, and hardware. They respond to user inquiries, resolve technical issues, and ensure the smooth operation of Information Technology systems and services.

• Provide technical assistance and support to end-users for Information Technology systems, software, and hardware-related issues.
• Troubleshoot technical problems, identify root causes, and resolve Information Technology issues in a timely and efficient manner.
• Respond to user inquiries, service requests, and incidents through phone, email, or in-person communication channels.
• Document technical solutions, troubleshooting steps, and issue resolutions in Information Technology ticketing systems.
• Install, configure, and update software applications, drivers, and patches on user devices as needed.
• Conduct user training, tutorials, and knowledge sharing sessions to enhance end-user Information Technology skills and knowledge.
• Maintain Information Technology equipment inventory, track hardware assets, and assist with equipment setup and deployment.
• Adhere to Information Technology policies, procedures, and security protocols to ensure data protection and system integrity.
• Collaborate with Information Technology teams and vendors to elevate complex technical issues and coordinate problem resolution.
• Perform other job-related duties as assigned.

• Educational Requirements: High School Diploma, GED, or Vocational School Diploma. Vocational Training/Degree may be preferred or required (some profiles may require additional education).
• Required Experience: No prior relevant work experience required.

• Experience with IT ticketing systems (e.g. Jira Service Management, Zendesk, Freshdesk, Service Now)
• Experience with endpoint management & patching solutions (e.g. Tanium, SCCM, PDQ Deploy, JAMF, Work Space One)
• Experience with scripting languages (e.g. Python, Power Shell)
• Experience supporting systems in highly regulated environments (e.g. DoD, Financial, Healthcare)
• Familiarity with NIST 800-171, NIST 800-53, or related frameworks

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute 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 Institute 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.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. 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.

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

This position requires US Citizenship.

Salary range: $52.616 - $76.793

Location:

Atlanta, GA

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