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Help Desk Specialist, Associate

Georgia State University
Atlanta, GA

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Technology, IT Support & Training
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Putting technology to work at Georgia State University. Are you passionate about technology, your clients’ success, and looking to make a difference? Ranked the #2 Most Innovative National University by US News and World Report, Georgia State is a leading force in the digital transformation of higher education. Georgia State's central technology services group, Instructional Innovation and Technology (IIT), seeks to inspire, support, and enable innovative solutions to advance learning, research and economic enterprise. IIT is leading the pursuit to find solutions to the unique challenges associated with information technology and serve as leaders in a global network of knowledge creation and sharing by earning the role of valued partners and trusted advisors for evolving technology solutions, discovering, creating and implementing new models of higher education for a community of diverse learners, creating and supporting innovative solutions that improve the lives of our students, our city and our state, attracting, developing and retaining talented and capable professionals and fostering an innovative culture of leaders where collaboration, ownership, creativity and efficiency are key.
Georgia State University’s Instructional Innovation and Technology is looking for a professional Help Desk Specialist Associate to join our vibrant and growing team. We are seeking a highly motivated individual to support the critical need of our help desk support staff to address the increasing volume and demand of faculty, staff and student body. 
The scope of  responsibility will include these specific areas/duties but is not limited to the following, 
Customer Support - 

  • Demonstrates ability to establish a positive relationship with client while seeking solutions.
  • Investigate and resolve software and hardware problems of computer, networking, and other computer related technologies by:
  • Answer, evaluate, and accurately prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users.
  • Independently resolves routine and some no-routine problems through standard troubleshooting procedures.
  • Handle problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems.
  • Maintain documentation of activities, including log and track all calls using incident management database.
  • Maintain documentation of activities including log and track all calls using incident management database.
  • Organizes and follows basic-to-moderate and/or detailed technical procedures. Works with some independence and performs job with some supervision.
  • Resolves routine problems based on existing documentation, training, resources, etc. Solicits relevant information from client in order to sufficiently describe non-routine problems to technical experts (i.e. higher level help desk specialists or engineers), and effectively communicate resolution to client.
Technical Support -  

  • Follow-up with users and technical staff to ensure problem resolution and customer satisfaction.
  • Serves as a productive project team member by completing assigned tasks with some supervision.
  • Works/trains with other senior-level Help Desk staff in the resolution of end-user and support issues to ensure
Administrative Support - 

  • Time reporting, documentation, and other administrative duties.
  • Actively contributes knowledge articles to Sr. Level members for addition to the knowledge base.
  • Updates the Help Center page daily with System outages, Change Management information, or information that impacts the Campus community.

Bachelor's degree and one year of related experience; or a combination of education and related experience.

College/Business Unit
09/30/21, 11:59:00 PM

College/Business Unit: Instructional Innovation & Technology
Location: Atlanta Campus
Job Posting: 09/18/21, 3:18:55 AM


Founded in 1913 in Atlanta, Georgia State University is the second-largest and one of four research institutions in the University System of Georgia. The University serves one-fourth of the graduate students in the university system; it is within a one-hour commute of more than one-third of the state’s population. Approximately 80 percent of all Georgia State alumni live and work in Georgia.georgia_state_university1.jpg

Georgia State’s main campus is located on 34 acres in downtown Atlanta. University centers in Alpharetta, Brookhaven, Buckhead and Henry County offer students convenient suburban locations for graduate courses in business and education.

More than 50,000 students annually attend Georgia State University. While 90 percent of the students are from Georgia, students also come from all 50 states and 160 countries. More than 1,400 international students attend Georgia State and graduate students comprise 31 percent of the student population.

georgia_state_university2.jpgThe University offers more than 52 degree programs in more than 250 fields of study – from public policy and African-American studies to biology and health sciences. Degrees are offered at the bachelor’s, master’s, specialist and doctoral levels through six units: the College of Arts and Sciences, J. Mack Robinson College of Business, College of Education, College of Health and Human Sciences, College of Law and Andrew Young School of Policy Studies. In addition to the numerous degree programs, Georgia State offers full- and part-time programs and day, evening and weekend classes.

Students have many choices in extracurricular activities including more than 22 fraternities and sororities; and some 250 chartered student groups, including 60 degree-related student groups, seven religious, 24 law-oriented and 22 multicultural/international groups; and 10 honor societies. There is also an active student government association which includes the student senate and the judicial board.

The Georgia State Panthers are members of the Colonial Athletic Association and compete in 16 NCAA Division I intercollegiate men’s and women’s sports, including basketball, baseball, softball, golf, tennis, track and volleyball. The university announced in April 2008 that is will begin Division I-AA football in 2010.

The university’s innovative Touch the Earth program brings outdoor recreation ranging from backpacking, rock climbing, sailing, kayaking, rafting and water-skiing to out-of-state snow-skiing and snorkeling trips. And WRAS, Georgia State’s popular 100,000-watt radio voice, is the most powerful student-run radio station in the United States.


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