Technology Support Specialist II

Technology Support Specialist II

Job

Location:

Georgia College & State University
Full/Part Time:
Full Time
Regular/Temporary:
Regular

The IT Support Specialist II delivers advanced technical support and exceptional customer service across the organization, reporting to the Technology Support Services Manager. This role involves troubleshooting complex issues, managing device deployments, and supporting users of all technical backgrounds. The specialist maintains thorough documentation, builds positive organizational relationships, and works independently during evening hours.

Schedule:

Monday-Thursday, 10:30am-8:30pm, with independent Service Desk coverage after 5:00pm.

• Customer Support & Technical Services - 60
  • Delivering exceptional customer service to individuals from diverse backgrounds and varying skill levels by providing technical support through multiple channels including in-person assistance, phone support, and remote connection
  • Troubleshoot, diagnose, and resolve complex hardware, software, and system issues with precision and efficiency
  • Install, configure, and maintain desktops, laptops, mobile devices, and peripheral equipment such as printers, scanners, etc.
  • Assist users in accessing and utilizing enterprise software applications including email platforms, virtual desktops, Learning Management Systems, and more.
  • Provide Audio Visual support in classroom and conference room space
  • Perform network troubleshooting including Wi-Fi connectivity and VPN access issues
  • Set up and deploy virtual machines, particularly with VMWare Horizon View
• Independent Work - 30
  • Maintain comprehensive ITSM helpdesk system incident records, ensuring all service requests are properly logged, categorized, and prioritized
  • Regularly update ticket status with thorough documentation of troubleshooting steps, work in progress and ensuring resolution within established service level agreements (SLAs)
  • Acquire and maintain working knowledge of a wide range of applications and systems
• Other - 10
  • Train and mentor student workers on IT support procedures and troubleshooting techniques
  • Delegate and monitor tasks assigned to student workers, ensuring accurate and timely completion
  • Assist with shift scheduling to maintain adequate help desk coverage
  • Provide constructive performance feedback to support student worker development
  • Adapt to changing priorities while maintaining high standards of service quality
  • Perform additional duties as assigned by supervisor to support departmental objectives

• Educational Requirements
  • Four-year college diploma in Information Systems, Computer Science, or related field OR
  • Two-year college diploma in Information Systems, Computer Science, or related field with equivalent experience
• Required Experience
  • Minimum: 2+ years working in a technical support environment providing end-user support of Windows and MacOS endpoints
• Preferred Qualifications
  • Current Apple Repair Technician certifications
  • Current Dell Tech Repair
  • 5+ years working with Windows and Mac endpoints, focusing on endpoint deployment

• List of References

• Abilities
  • Independently perform customer support duties
  • Skillfully troubleshoot, diagnose and resolve technical issues
  • Independently perform system installations, problem correction and equipment repair
• Knowledge
  • In-depth knowledge of Microsoft Windows and Mac OS operating systems
  • Proficiency with Microsoft Endpoint Manager (Intune) and JAMF
  • Experience with mobile devices, peripherals, and networking concepts (Wi-Fi, VPN)
  • Skilled in setting up and deploying virtual machines, particularly with VMWare Horizon View
  • Proficient with office productivity suites (Microsoft Office, Google Workspace)
  • Experience with remote support management tools
  • Familiarity with IT Service Management (ITSM) tools and help desk ticketing systems for incident management
• Skills
  • Problem-Solving:
    Demonstrated ability to troubleshoot, diagnose, and correct complex computer problems in a timely manner
  • Analytical
    
    Skills:
    
    Strong capability to investigate and analyze information, draw conclusions, and identify patterns
  • Communication
    
    Skills:
    
    Excellent written and verbal communication skills with ability to explain technical concepts to diverse audiences
  • Documentation:
    Skilled in documenting work in progress, issues, resolutions, and user instructions with clarity and thoroughness
  • Customer Service:
    Dedicated to providing professional, timely, and courteous support with genuine commitment to helping others succeed
  • Multitasking:
    Proven ability to manage multiple priorities effectively in busy, fast-paced environments
  • Teamwork:
    Ability to work collaboratively as part of a team while interacting professionally with colleagues and users
  • Independent work:
    Ability to work independently and unsupervised after 5pm
  • Adaptability:
    Proactive problem-solver who can adjust to changing priorities and emerging technologies

Georgia College & State University (GCSU) is committed to the…