Description

Help Desk Specialist, Associate

Georgia State University

Instructional Innovation and Technology 

Technology Service Desk

Why work at Georgia State University (GSU)? GSU is listed among the top 5 most innovative universities (U.S. News & World Report, 2025). It is a thriving research institution that provides a challenging and collaborative intellectual environment for its staff, faculty, graduate students, and postdoctoral fellows.

Putting technology to work at Georgia State University. Are you passionate about technology, your clients’ success, and looking to make a difference? 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 distinct 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.

Are you looking for an opportunity to enter into the Technical Support field? Do you enjoy seeking solutions and providing exceptional customer service? Can you help us continue to climb the ladder of success? If so, you are just who we need.

Georgia State University’s Instructional Innovation and Technology (IIT) is looking for a Help Desk Specialist, Associate to join our vibrant and growing team.

Under the direct supervision of the Service Desk Manager, this individual will support the critical need of our help desk support staff in addressing the increasing volume and demand of faculty, staff and the student body. This is non-technical work providing consultation and moderate-to-complex customer service support for technology-based systems. Employees will provide customer service support for hardware, applications, operating systems, and networking. This function requires a simple-to-moderate understanding of a wide variety of technologies that effectively support end-users. This work requires strong communication skills, an ability to effectively interact with a broad range of end-users and others, as well as an ability to use a variety of resources for providing customer service support.

WHAT MAKES GSU A GREAT PLACE TO WORK?

·      Generous benefits, including health, dental, vision, tuition assistance program, retirement, etc.

·      A knowledge-sharing organization that works collaboratively with diverse partners

·      A flexible work environment

·      Professional development opportunities

·      A rapidly growing division

 

 

HERE’S WHAT YOU WILL DO

The scope of responsibilities for this position will include but is not limited to the following essential duties:

Customer Support.

1. Establish a positive relationship with clients while seeking solutions.

2. Address high volume, incoming calls for GSU (campus wide) in call center environment by directing/transferring callers to appropriate GSU colleges/divisions/departments/units and answering university related questions.

3. Investigate and resolve computer software and hardware problems, networking and other computer related technologies.

4.  Answer, evaluate and accurately prioritize incoming telephone, voicemail, email, and in-person requests for assistance.

5. Independently resolve routine and some non-routine problems utilizing standard troubleshooting procedures, existing documentation, training, resources, etc.

6. Handle problem recognition, research, isolation, resolution and follow-up for routine user problems.

7. Solicit relevant information from clients 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.

8. Maintain documentation of activities (i.e. log and track all calls using incident management database.)

9. Organize and follow basic-to-moderate and/or detailed technical procedures.

Technical Support.

1. Follow up with users and technical staff to ensure problem resolution and customer satisfaction.

2. Serve as a productive project team member by completing assigned tasks with some supervision.

3. Work/train with other senior level Help Desk staff in the resolution of end-user and support issues

Administrative Support

1. Time reporting, documentation and other administrative duties.

2. Actively contribute knowledge articles to Sr. Level members for addition to the knowledge base.

3. Update the Help Center page daily with system outages, change management information, or information that impacts the campus community.

Qualifications

Minimum Hiring Qualifications:

Bachelor's Degree and one (1) year of related experience, Or combination of education and related experience.

College/Business Unit
12/02/24, 4:59:00 AM

College/Business Unit: Instructional Innovation & Technology
Location: Atlanta Campus
Job Posting: 11/26/24, 4:24:49 PM