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Technical Support Specialist I  

Job description

Posting Number:


Position Category:

IT Client Support Professional  

Job Title:

Technical Support Specialist I  

Position Code:


Position Type:



Information Technology  

Nature of Work:

The Technical Support Specialist I is the central point of contact for all IT related incidents and service requests. The role of the Technical Support Specialist I is to provide both first and second line support for all faculty, staff and students at Albany State University. The Technical Support Specialist I is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. Technical Support staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person and self-service.  

Training and Experience:

Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education. 
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years. 
Dell TechDirect Desktop & Notebook certified or will achieve within 6 months of hire 
A+ certified or will achieve within 6 months of hire 
Ability to work nights and weekends is required 
Associates degree or equivalent in relative work experience required .  

Testing Requirements:


Illustrative Examples of Work:

To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications. 
To assist all users with any logged IT related incident when called upon. 
To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary. 
To accurately record, update and document requests using the Samanage service desk. 
To install, image and configure new IT equipment. 
To resolve incidents and upgrade different types of software and hardware. 
To resolve incidents with printers, copiers and scanners. 
To create, maintain and publish relevant support documentation in order to assist all staff/students in the quick resolution of their incidents and service requests and enable users to become more self-sufficient. 
To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner. 
Manage and inventory all University issued computers, tablets, mobile devices and printers 
Track issues throughout their life-span in the form of a ticket from initial submission to resolution. 
Utilizes LANDesk management suite to support end users via remote functionality. 
Performs remote troubleshooting through diagnostic techniques and pertinent questions. 
Routinely follow up with customers to identify areas of improvement. 
Identify and suggest possible improvements on procedures. 
Supervises, schedules and trains student workers as assigned. 
Performs related duties and others duties as assigned.  

Posting Date:


Closing Date:
(Screening of applications will begin at date shown and will continue until the position is filled.)

Open Until Filled



Special Instructions to Applicants:


Funding Source:

General Operating (State)  

Number of Openings:


If Other, please denote the Name of a Grant:

Student Technology Fees  

Fringe Benefits:




Physical Demands

The work is typically performed by standing, walking, bending, crouching or sitting at a desk. The employee frequently lifts light and heavy objects (up to 50lbs), climbs ladders and uses tools or equipment requiring a high degree of dexterity. 
The work is typically performed in an office environment.  

Facts About the Institution:

Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, hospital and major medical insurance, group life insurance, participation in the Georgia Teachers' Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Remission after six months of employment. 

EEO/AA/Non-Discrimination Statement: 

Albany State University is an equal employment, equal access, equal educational opportunity and affirmative action institution which adheres to all federal and state civil rights laws banning discrimination in public institutions of higher education.

The University is committed to insuring equal opportunity to all students, employees, and applicants for employment or admission without regard to race, color, religion, sex, national origin, age, veteran status, physical or mental disabilities, or sexual orientation. It is the policy of Albany State University to comply with all federal laws, including the Age Discrimination Act of 1975, Section 504 of the Rehabilitation Act of 1973, Title II of the Americans with Disabilities Act (ADA) of 1990 (Title II), Title IX of the Education Amendments of 1972 (Title IX), Title VI of the Civil Rights Act of 1964 (Title VI), Executive Order (E.O.) 11246, and all subsequent amendments and implementing regulations which prohibit discrimination as above described. In accordance with the requirements above, Albany State University affirmatively states that it does not discriminate on the basis of race, color, religion, sex, age, veteran status, disability or national origin in its employment and/or educational programs and activities. Albany State University is an Affirmative Action/Equal Opportunity Institution.

The University shall take action, to the extent allowed under state and federal law, to ensure fulfillment of this policy. For questions or more detailed information regarding this policy, or to file a complaint regarding violation of this policy, please contact the Albany State University Office of Human Resources, 504 College Drive, B.C. Black Building, Room 382, Albany, Georgia 31705, Director of Human Resources, Steve A. Grant at 229-430-4623. Students requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Student Disability Services Center, New Student Center, 2nd Floor, Green Zone (Room 2-140), Dr. Stephanie Harris-Jolly, Director of Counseling and Student Disability Services, 229-903-3610.  

Disability Statement:

Applicants who have a disability and who need special services or facilities to apply or to interview should contact Human Resources at 229-430-4623. EEO/AA employer.  

Optional Applicant Documents:


Required Applicant Documents:


Application Types Accepted:

Staff Employment Application  




Diversity Profile: University


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Job No: Posting Number: 0600776
Posted: 12/7/2017
Application Due: 2/5/2018
Work Type:
Salary: Commensurate with qualifications and experience