Job ID: 290553
Location: Augusta University
Full/Part Time: Full
Time
Regular/Temporary:
About Us
Augusta University is Georgia’s innovation center for education and health
care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta
and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia’s
cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to
Georgia’s only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and
world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values https://www.augusta.edu/about/mis
sion.php make Augusta University an institution like no other.
Augusta University’s distinct characteristics in education and
research include real-world experiences and community engagement, as well as a culture of building community, corporate and government
partnerships that address health, security, economic and societal concerns locally and across the state.
The University System of
Georgia https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office is comprised of our 26
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 online 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 online at https://www.usg.edu/policym
anual/section6/C2653.
Location
Augusta University-
Our Health Sciences Campus: 1120 15th Street, Augusta,
GA 30912
Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904
College/Department Information
The
Division of Information Technology’s mission at Augusta University is to anticipate and respond effectively to a changing world with agile,
innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators,
advance learning, discovery and care.
Job Summary
Under general supervision, performs tasks to aid in the on-going
support of end-user environments including personal computers (Windows and Apple) mobile and handheld devices. Assists with audiovisual
equipment and peripherals in departmental spaces. Works independently to research and resolve hardware and software problems and escalates
the more complex issues to Tier II and Tier III support while following documenting and engaging with the customer. Maintains precise
documentation, monitors problem/change activities and coordinates involvement of staff, clients, and vendors to ensure effective and
efficient resolution of user problems.
Responsibilities
TROUBLESHOOTING AND SUPPORT: Provides telephone,
face-to-face and online support to customers. Installs, tests, troubleshoots, and maintains hardware and software products including network
connectivity for PCs, Macs, mobile devices and peripherals. Facilitates data migration, backup, and recovery.
TICKETING
SYSTEM: Employs ticket tracking system and self-assigns tickets as appropriate based on priority, location and availability in a manner
consistent with IT service level agreement targets. Works in partnership with peers to ensure customer concerns are addressed in a timely
and responsive nature.
COMMUNICATION: Communicates effectively with peers and customers to establish an engaging,
collaborative, and effective relationship by providing detailed status information and estimated time of resolution to customers in a
judicious manner.
DOCUMENTATION: Reviews, edits, and as needed, creates clear and illustrated support documentation for use
by customers and other team members. This may include knowledge base articles, how-to documents, ‘cheat sheets’, or other help-related files
or videos.
CUSTOMER SUPPORT: Aids and consults with customers on purchasing new technology and guides clients through the
appropriate IT procurement request process.
OTHER: Perform all other duties as assigned.
Required Qualifications
Bachelor’s degree from an accredited college or university in a related field OR Associate’s degree from an accredited college or
university and one year of related field experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting
organization and two years of related field experience and one applicable certification.
Preferred Qualifications
Bachelor’s degree from an accredited college or university in Computer Science and one year of related field experience. Preferred
experience with A+ Certification, working knowledge of problem tracking software, understanding of Tier level support organizations and
knowledge of the campus/hospital network infrastructure.
Knowledge, Skills, & Abilities
KNOWLEDGE
In depth knowledge of computer hardware, software, operating systems, and internet network
connectivity.
SKILLS
Excellent interpersonal, written, and verbal communication skills.
Detail-oriented with
strong prioritization and organizational skills.
ABILITIES
Ability to maintain confidentiality.
Ability to
analyze and define a problem, and implement the solution.
Ability to manage time wisely and in an organized manner to best complete a
given set of tasks.
Proven ability to communicate effectively verbally, and in writing with customers to obtain all required information
necessary to determine and address their specific needs.
Proven ability to work effectively within a team.
Proven ability to develop
an effective, collaborative working relationship with a variety of groups.
Shift/Salary/Benefits
Shift: Days; M-F
Pay Band: B9
Salary: $23.46/hourly-$23.55/hourly
Salary to be commensurate with qualifications of the selected
candidate within the established range (generally minimum-midpoint) of the position
Recruitment Period: Until Filled
Augusta
University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees.
Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or
Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays.
Also, our full-time employees who have
been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us
today!
Conditions of Employment
All selected candidates are required to successfully pass a Background Check review
prior to starting with Augusta University.
If applicable for the specific position based on the duties: the candidate will also need
to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage.
Motor vehicle reports are
required for positions that are required to drive an Augusta University vehicle.
For Faculty Hires: Final candidates will be
required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those
candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.
All employees are
responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business,
etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond.
Driver’s License Statement
.
Other Information
This position is also responsible for promoting a
customer-friendly environment and providing superior service to our patients, students, faculty, and employees. “Augusta University is a
patient-and family-centered care institution, where employees partner every day with patients and families for success.”
Augusta
University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is
strictly prohibited.
Equal Employment Opportunity
Augusta University is proud to be an equal opportunity employer
welcoming applicants from underrepresented groups, including individuals with disabilities and veterans.
How To Apply
Consider applying with us today! https://www.augusta.edu/hr/jobs/
Select University Faculty & Staff > External Applicants if you are a candidate from outside the university
Select University
Faculty & Staff > Internal Applicants if you are a current university employee
If you need further assistance, please contact us at
706-721-9365
jeid-fbe0b2a2a153c04695508c69997d17d8
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