Position Title:Computer Services Specialist III Job Category:Staff Department:User Services - 7010430 Division:Business & Finance Required Documents:Cover Letter, Resume Position Statement:Founded in 2005, Georgia Gwinnett College (GGC) is one of 28 institutions within the University System of Georgia. GGC is a premier 21st century liberal arts institution accredited by the Southern Association of Colleges and Schools Commission on Colleges. Serving nearly 13,000 students, GGC’s innovative practices, caring culture, and extremely affordable tuition are changing the game in higher education and changing the future for students at all levels, of all ages, and from all walks of life. Gwinnett County (pop. 920,000+) is home to a variety of businesses, including organizations involved in health care, education and information technology. Description:

The Computer Services Specialist III (CSS III) primary responsibilities will be providing advanced support for all Desktops/Laptops and/or Mac computers on campus. Key areas of support include resolving incoming 2nd Tier support requests escalated by Frontline Helpdesk, logging and updating appropriate support tickets assigned to their groups, basic troubleshooting of any support issues and maintaining inventory of all GGC issued campus computers. Basic troubleshooting will comprise of hardware (CPU, hard drives, memory, power supplies) as well as software (operating systems, supported third party software, backup software). This CSS III position will work with other Office of Educational Technology (OET) departments on projects that impact the GGC end user community.

ESSENTIAL FUNCTIONS:

• Responsible for supporting PCs, Mac computers and iOS devices (iPad, iPhone) to include advanced knowledge of desktops, laptops and mobile devices.

• Responsible for building, maintaining and deploying Mac OS desktop images on annual basis.

• Responsible for maintaining and managing inventory of campus computers (PCs, Macs) and software for GGC employees.

• Make effective recommendations for end user support through demonstrated understanding of Active Directory (Windows) and Open Directory (Mac) technologies used to manage network accounts and relationships.

• Provide 2nd Tier level support for issues not resolved by Frontline Helpdesk staff for complex workstation and application issues.

• Serve as escalation point for Helpdesk tickets related to complex or executive management issues in compliance with SLA (Service Level Agreement).

• Responsible for escalating Helpdesk tickets to 3rd Tier support groups or 3rd party vendor support (PCs, Macs) as needed.Work independently with little to no supervision to reflect problem resolution in a proactive manner.

• Update desktop software/applications while maintaining documentation on installed applications.

• Responsible for deployment of applications in classroom computers and employee computers.

• Document standard operating procedures and guidelines for advanced desktop technologies.

• Responsible for maintaining current technical knowledge by attending training classes as needed including understanding of networking technologies (LAN/WAN and wireless) for trouble shooting resolution purposes.

• Collaborate with other OET departments on projects ranging in size and scale.

• Performs other duties, as assigned.

Minimum and Preferred Qualifications:

REQUIRED QUALIFICATIONS:

• Associate Degree in Computer Science

• Minimum 2 years of experience in the support and/or technical services arena

PREFERRED QUALIFICATIONS:

• 3-4 years of demonstrated related work experience

• Experience with Windows OS (7 and 10), Mac OS, imaging methodologies, printer setup/configuration and knowledge of Helpdesk ticketing system

• Strong interpersonal skills, good working knowledge of PC and Mac hardware and software, including basic network protocol, wireless network, Windows and Mac OS. Sound working knowledge of basic network concepts including TCP/IP, DNS, LAN/WAN concepts

• Familiarity with end point management and deployment tools for PCs and Mac OS computers/devices

• Understanding of Bootcamp and ability to configure a dual boot operating system on a Mac computer

• Familiarity with scripting languages for Windows and Macs

Position Disclosure:

Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview. Review of applications will continue until positions are filled. Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer. Any resulting employment offers are contingent upon successful completion of a background investigation and credit check if applicable to the position, as determined by Georgia Gwinnett College in its sole discretion. Georgia Gwinnett College, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, national origin, age, sexual orientation, disability or religion. Georgia is an open records state.

PHYSICAL REQUIREMENTS

Position may require local travel. Ability to lift and carry files and materials. Ability to move from one office to another office on campus. Adequate vision, hearing and manual dexterity to interact with people in person, on the phone and in writing. Ability to work with technology in tight compact spaces or elevated spaces requiring approved steps or ladders. Must be able to perform the essential functions of the job, with or without reasonable accommodations.

Work Hours:40 Position Status:Full-Time FLSA:Non-exempt