Technical Support Associate II

Job Title:

Technical Support Associate II

Location:

UNG-Dahlonega, GA
Regular/Temporary:
Regular
Full/Part Time:
Full-Time
Job

Located in the fastest-growing region of the state, the University of North Georgia is a multi-campus university with an enrollment of over 20,000 students, making it one of the largest institutions in the University System of Georgia. UNG is focused on a mission of educational excellence, leadership development and community engagement opportunities that develop students into leaders for a diverse and global society.

Through a variety of educational pathways that provide access and range from certificates and associate degrees to a professional doctoral program, UNG is responsive to regional education and economic development needs. Federally designated as a senior military college, one of the university's signature leadership programs is its 800-member Corps of Cadets on UNG's Dahlonega Campus.

The University of North Georgia is currently accepting applications for a Technical Support Associate II on the Dahlonega campus. The Technical Support Associate's role is to provide efficient and effective technical support to end users, and to maintain UNG’s computing equipment environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone) in a timely and accurate fashion, and provide end-user assistance where required.

Please be advised that any offer of employment is contingent upon your eligibility to work in the United States. The university is aware of recent federal changes that may significantly increase the cost of filing H-1B visa petitions.

As a public institution, the university’s ability to cover such costs is subject to budgetary constraints and state funding policies. Therefore, while we remain committed to supporting international faculty hires, we cannot guarantee payment of any newly imposed or increased visa-related fees.

If you have any questions regarding the visa policy, please contact Monica Arrendale at .

• Receive and respond to incoming calls, service desk tickets, email, or chat regarding technical incidents. Provides critical support for end-user technology. Provides technical assistance to faculty, staff, and students. Performs contracted configuration changes in coordination with other IT units. Troubleshoot end-user workstations and related hardware and software to deliver required deskside service levels.
• Provides critical support for end-user and classroom technology. Perform onsite Tier I/II documented resolutions of technical issues for end users. Assists in the creation and updating of support documentation and provides in-time training to campus faculty and staff.
• Assist with inventory control and endpoint life cycle including inventory of new devices received in TSS and deployment,
  upgrade, and retirement of endpoint equipment.
• Other duties as assigned.

• Knowledge of PC hardware installation and repair, Windows and Apple operating systems and peripheral installation and support.
• Knowledge of PC networking in an Active Directory environment.
• Knowledge of PC imaging, remote management, and remote support.
• Working level knowledge of ITILv3 processes and ITSM best practices.
• Must possess excellent troubleshooting and problem-solving skills and the. ability to multi-task, manage workload, and meet deadlines.
• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 25 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone.
• Sitting for extended periods of time; ability to certify and maintain good standing in golf cart driver course for the purpose of transporting cumbersome objects, such as computers and peripherals; of responding to critical support calls and cross-campus…