Job Description

College/Department Information
The Division of Information Technology (IT) is the backbone of Augusta University. IT manages all Augusta University systems, networks, data, and applications while safeguarding our digital information. IT strives to provide stable, reliable, and secure IT access for students, faculty, staff, clinicians, patients, researchers, and visitors. As the central IT service provider for Augusta University and many of AU Health's IT services, IT is responsible for Augusta University's most critical IT resources including the wired and wireless network; email, telephone, and online collaboration services; information security; software licensing; and a host of other systems and applications.

Job Summary
As a member of Augusta University's (AU) Information Technology (IT) division, the staff members will adhere to the highest customer service standards and professionalism in implementing all duties and responsibilities. The IT Systems Support Professional is a critical source of dedicated technology support for students, faculty, and staff across all campuses of the Medical College of Georgia and is designated as essential personnel for AU-IT operations. With duties ranging from audiovisual support, personal computing hardware/software support, lecture capture, network connectivity diagnostics, simulation device support, telehealth device support, and productivity software diagnostics, this position is a fundamental necessity for optimal operations. Under limited leadership, the incumbent will provide clear, concise, and diplomatic communications with effective strategies to resolve issues or escalate for resolution, as appropriate. The position will require significant day and overnight travel throughout the State of Georgia.

Responsibilities
Duties include but are not limited to:

IT SUPPORT: Provides primary IT support for technical issues at regional/clinical campuses of the Medical College of Georgia. Delivers remote or on-site diagnostic/repair support for a variety of technologies employed in administrative, academic, and simulation operations. Functions as a liaison for ancillary IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

TECHNICAL SUPPORT: Provides alternate IT support for the Medical College of Georgia's primary campus in Augusta, providing on-site diagnostic/repair support for a variety of technologies utilized in administrative operations. Functions as a liaison for ancillary AU and AU-IT groups for incident engagement and escalation to ensure timely resolution of reported incidents.

IT OPERATIONS: Completes and oversees the timely submission of reported problems through AU's Information Technology Service Management (ITSM) application. Fully documents support efforts ensuring appropriate Service Level Agreements (SLA) are met and services restored as efficiently as possible. Proactively monitors reported or resolved incidents for tracking of trends and engages others as necessary for preventive or corrective actions.

AUDIO-VISUAL (AV) TECHNOLOGY SUPPORT: Proactively tests, maintains, and facilitates usage of small group collaborative video-conferencing systems, web-conferencing systems, and related technology to support academic teaching, administrative meetings, and special events within departmental spaces.


IT CONSULTING: Consults and advises customers on best practices for IT engagement, adherence to security policies, data storage, asset management tracking, evaluation of hardware/software upgrades/refresh, and productivity software collaboration to optimize departmental practices and procedures.

IT SERVICE MANAGEMENT: For assigned regional/clinical campuses, champions site-specific coordinated support efforts between regional/clinical campuses, AU-IT groups, USG networking, host IT group, or contracted vendors. Maintains accurate records of all relevant support contacts and contracts for each regional/clinical campus, including appropriate steps to take for after-hours support needs.

IT STRATEGY AND TECHNOLOGY SOLUTIONS: Participates in evaluating, recommending, developing, and implementing reliable, efficient, and cost-effective technology solutions through partnerships with vendors and select AU-IT groups.

OTHER DUTIES: Performs other duties as assigned.

Required Qualifications
Bachelor's degree from an accredited college or university and 2 years related field experience OR

Associate's degree from an accredited college or university and 3 years of directly related field experience OR

High school diploma, GED or equivalent from a recognized state or federal accrediting organization, 7 years of directly related experience, and a minimum of 2 related certifications (i.e., CompTIA A+ or CTS).

Must possess and maintain a valid state driver's license.

Preferred Qualifications
Technical certifications or experience working with: Comp TIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, Project Management certification (any level).

Master's degree from an accredited college or university in Instructional/Educational Technology, Information Technology, or a related field.

Experience in a higher education environment.

Teaching and/or training experience.