Job Description

Why work at Georgia State University (GSU)? GSU is listed as the No. 2 most innovative university (U.S. News & World Report, 2023). 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 an innovative work environment for technology? Do you enjoy seeking solutions to technical issues and providing exceptional customer service? If so, you are just who we need.

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

WHAT MAKES THE INSTRUCTIONAL INNOVATION AND TECHNOLOGY DIVISION A GREAT PLACE TO WORK?

· Professional development opportunities

· The opportunity to be on the cutting edge of technology.

· You will work with compassionate team members.

· You will feel a sense of purpose and accomplishment.

· You will have work in a collaborative and creative environment.



Georgia State University’s Instructional Innovation and Technology (IIT) is seeking five (5) skilled and diverse professional Assistant Manager, Desktop Support, to join our vibrant and growing team. Two (2) openings will be at the Atlanta campus. Three (3) openings will be at the Clarkston, Decatur, and Dunwoody campuses. Under the general supervision of the Manager, Desktop Support, this is a supervisory position that will work closely with the Desktop Support Manager and will supervise the desktop support team, troubleshoot user issues and collaborate with various teams to ensure a stable, efficient, and secure environment. This individual champions and coordinates service reliability, aides in developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.

HERE’S WHAT YOU WILL DO

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

· Work with manager to establish standards, create procedures and workflows.

· Utilize incident response system to monitor, document, and record steps performed to resolve issues.

· Monitor subordinate staff, assign tickets, tickets resolved, and review and act on the statistical data for continuous improvement as it relates to overall department efficiency and effectiveness.

· Install/Uninstall, upgrade, operate, troubleshoot, and repair AV, network, and telephone equipment, computer hardware, software, and mobile devices.

· Develop, implement, and deploy device IT infrastructure. Administer policy, procedures, and monitor compliance service level agreement.

· Work with division IT professionals as a subject matter expert to track and analyze data to manage resource requirements to support IT projects.

· Provide technical support and training to customers and less experienced IT Support Specialists.

· Take lead role in the development, deployment, and operations of device life cycle tools and systems.

· Serve as the escalation point and subject matter expert to IT professional as it relates to ongoing support for current and emerging technologies and day to day operations.

· Serve as a consultant agent for specialized technology within colleges and divisions that require technology that falls outside of routine standards.

· Manage HR functions to include progressive discipline, recruiting, payroll, Performance evaluation, staff supervision and other HR administrative duties.


Disclaimer: This job requisition provides a high-level job definition. It is not intended to provide a comprehensive or exclusive list of job duties. As such, job duties and/or responsibilities within the context of this job requisition may change at the discretion the employee’s direct supervisor.

Qualifications:
Minimum Hiring Qualifications:

Bachelor’s degree and three years of related experience; or a combination of education and related experience.

Preferred Hiring Qualifications:

· A+, Apple, Net + and ITIL Certifications

Expert knowledge of various audio-visual equipment, computer hardware, networking equipment, and computer software systems.

Knowledge of project management concepts, principles and practices.
Ability to climb ladders, crawl under desks, access drop ceilings, and lift 50 pounds.
Some local travel to remote campus locations. Some after business hours and weekend hours may be required. On-call for after hours, holiday and weekend work.