Information Technology Support Engineer

Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.

Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Woodruff School is an inclusive, innovative, and thriving educational and research environment committed to fostering the next generation of intellectually curious and globally engaged leaders who are empowered to create solutions to societys most challenging problems and dedicated to improving the human condition.

We are proud to house a robust Nuclear and Radiological Engineering and Medical Physics program in the Woodruff School. The depth and breadth of our mechanical engineering and nuclear and radiological engineering programs have led to national rankings that place us in elite company. Our mechanical engineering undergraduate program is fourth according to U.S. News & World Report, while we rank fifth in our graduate mechanical engineering program and ninth in nuclear engineering.

Information Technology Support Engineers provide advanced technical support and solutions for complex hardware and software issues within the institution. This role involves diagnosing problems, implementing fixes, and collaborating with other IT teams to ensure the reliability and efficiency of technology services provided to faculty, staff, and students.

Job Duty 1 -
Provide advanced technical support for complex hardware and software issues, diagnosing problems and implementing effective solutions.

Job Duty 2 -
Document technical processes, configurations, and solutions to create a knowledge base that supports continuous improvement in support services.

Job Duty 3 -
Assist in the development and implementation of Information Technology policies, procedures, and standards to ensure consistent and effective support operations.

Job Duty 4 -
Conduct training sessions for other Information Technology staff and end-users on technical topics, promoting knowledge sharing and skill development within the team.

Job Duty 5 -
Monitor and analyze system performance, identifying trends and potential issues to proactively address them before they impact users.

Job Duty 6 -
Stay informed about emerging technologies and industry trends, evaluating their potential impact on the institution and recommending adoption as appropriate.

Job Duty 7 -
Participate in project teams to implement new technology solutions, providing technical expertise and support throughout the project lifecycle.

Job Duty 8 -
Prepare and present reports on support activities, metrics, and system performance to management, highlighting successes and areas for improvement.

Job Duty 9 -
Collaborate with Information Technology teams to troubleshoot and resolve incidents that require specialized knowledge and expertise in technology systems.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Associate's Degree in related discipline or equivalent combination of education and experience.

Required Experience
No prior relevant work experience required

Preferred Educational Qualifications
Bachelor's Degree in related discipline or equivalent; advanced certification may be preferred or required (some profiles may require additional education).

• Strong experience with Linux systems administration, with emphasis on Ubuntu and Red Hat Enterprise Linux
• Experience providing advanced technical support in a helpdesk or service desk environment, including troubleshooting complex hardware and software issues
• Demonstrated ability to document technical processes, configurations, and solutions, contributing to knowledge base development and service improvement
• Familiarity with IT service management practices, including developing or following IT policies, procedures, and standards
• Experience training or mentoring IT staff and/or end users on technical topics
• Strong customer service skills, with a commitment to responsiveness and user satisfaction in a support environment
• Prior experience working in higher education environments preferred
• Experience supporting or collaborating with research computing environments considered a strong plus

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
This position does not require security clearance.

Salary: $54,194 - $79.096

Atlanta, GA

T-03

Successful candidate must be able to pass a background check. Please visit https://usg.policystat.com/policy/19298143/latest/