Help Desk Support Specialist

Located in the vibrant community that is Gwinnett County, Georgia Gwinnett College (GGC) is atechnology-rich, financially affordable, four-year institution with an access mission, housed ona modern 260-acre campus, 30 miles northeast of downtown Atlanta.

GGC's transformative model of education prepares students to be life-long learners throughthe four pillars of scholarship, leadership, service and creativity. With a diverse student body ofover 11,000 and a similarly diverse faculty and staff of 1,300+, the college embraces innovativeapproaches to education and administrative services through an inclusive culture.

Georgia Gwinnett College recognizes the talents of its faculty and staff as the institution's mostcritical asset. Essential to the college's mission is the critical need to attract, retain, and engagea diverse and highly qualified workforce. In addition to the University System of Georgia's expansive benefit and retirement offerings, employees who have completed six months of regular full-time service with GGC are eligible for the system's Tuition Assistance Program (TAP). This program fosters the development and professional growth of employees through tuition assistance for eligible courses at any of the system's 26 institutions.

The University System of Georgia's total compensation package features an outstanding set of employee benefits for eligible positions, including, but not limited to, medical, dental, and vision plans, paid holidays, sick and vacation leave and retirement savings plans. More information can be found by visiting the USG Benefits webpage:https://benefits.usg.edu/

Reporting to the Associate Director of Technology Support Services, the Helpdesk Support Specialist will provide superior customer service and advanced helpdesk support to GGC faculty, staff, and students. Core responsibilities include processing helpdesk tickets and serving as escalation point for complex helpdesk issues prior to routing tickets to 2nd and3rd-tier support teams. This position will also provide frontline helpdesk support as needed and assist with day-to-day operations. This position mentors other Helpdesk staff members and student workers and helps identify opportunities for continuous improvement. The position strives to meet and exceed client expectations and resolve issues on first contact.

• Properly escalate Helpdesk tickets to 2nd and 3rd tier Information Technology support groups.
• Contribute to the content and knowledge base solutions for Service Desk application; assist with the documentation of standards and processes utilized by the Helpdesk; recommend Helpdesk operational improvements for increased efficiency and effectiveness.
• Assist with monitoring and processing incoming Helpdesk tickets.
• Troubleshoot and serve as escalation point for production down (P1) issues or issues reported by VIPs to assure tickets are escalated to appropriate group with proper diagnosis.
• Assist student workers with diagnosing and resolving technology related issues via phone, email, chat or walk ins in a timely, customer-focused manner; mentor and provide guidance to student workers and other Helpdesk support staff.
• Responsible for monitoring and bringing tickets to closure within Technology Support Services SLA guidelines.
• Provide 1st and 2nd tier support to campus end users regarding technology related issues and requests.
• Utilize Active Directory and Azure for account management and computer organizational unit management; perform other duties and project work as assigned.
• Maintain understanding and advanced troubleshooting of laptops, desktops, cell phones, softphone technology, and various application; maintain understanding and troubleshooting of infrastructure to include network and wireless technologies.

• 2 Year / Associate Degree in any related field
• Demonstrated 3 years of experience in Helpdesk or technology support role

• Demonstrated experience with Service Desk application for managing IT requests.
• Demonstrated advanced troubleshooting computer hardware/software issues.
• Demonstrated experience with software installation and printer configurations.
• Demonstrated experience troubleshooting infrastructure and network related issues.
• Demonstrated familiarity with Windows and Mac operating systems.
• Demonstrated experience documenting Helpdesk guidelines and business processes.
• Demonstrated experience with end user account management.
• Demonstrated experience serving as an escalation point for technology related issues.
• Demonstrated experience coaching other team members.
• Demonstrated 4 years work experience in Helpdesk or technology support role in higher education/public sector environment.

• Demonstrated experience using Helpdesk/Service Desk ticket management system.
• Demonstrated ability to troubleshoot and resolve technology related issues.
• Excellent customer service skills and the ability to communicate effectively in oral and written form with technical and non-technical clients.
• Demonstrated ability to collaborate with other IT departments.

Offers of employment are contingent upon completion of a background investigation including a criminal background check demonstrating your eligibility for employment with Georgia Gwinnett College, as determined by Georgia Gwinnett College in its sole discretion, confirmation of the credentials and employment history reflected in your application materials and, if applicable, a satisfactory credit check. Applicants may be subject to a pre-employment drug test.

Offers are made expressly subject to the applicable federal and state laws, to the statutes, rules and regulations of this institution and to the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG), which are available for your inspection upon request.

Georgia Gwinnett College is an equal employment, equal access, equal educational opportunity, and affirmative action institution. It is the policy and practice of our institution to recruit, hire, train, promote, retain, and educate persons without regard to race, color, national or ethnical origin, age, disability, sex/gender, religion, sexual orientation, gender identity, genetic information, or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, ADA, Sections 503 and 504 of the Rehabilitation Act, AREA, and Executive Order 11246 ). For questions or more detailed information regarding this policy, please contact the Georgia Gwinnett College Human Resources Team at (678) 407.5070 or email [email protected]. For individuals requiring disability-related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Payroll and Benefits at (678) 407.5054 or email [email protected]. Any individual who feels that they may have been discriminated against should contact the Office of Equal Opportunity and Title IX Compliance at [email protected].

Due to the volume of applications, applicants may not receive a reply from the College unless an applicant is selected for an interview. Review of applications will continue until positions are filled. Hiring is contingent upon eligibility to work in the United States and proof of eligibility will be contemporaneously required upon acceptance of an employment offer. Any resulting employment offers are contingent upon successful completion of a background investigation, as determined by Georgia Gwinnett College in its sole discretion. Georgia Gwinnett College, a unit of the University System of Georgia, is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, color, gender, national origin, age, disability, sexual orientation or religion. Georgia is an open records state.

Physical Requirements

Position requires local travel. Ability to lift and carry files and materials. Ability to move from one office to another office on campus. Adequate vision, hearing and manual dexterity to interact with people in person, on the phone and in writing. Job takes place in normal environmental conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.