Technical Support Specialist

About This Role

The Technical Support Specialist provides specialized technical assistance and expertise to resolve complex IT issues, improve support processes, and mentor junior staff at Georgia Institute of Technology.

Responsibilities

• Analyze and troubleshoot advanced technical issues, including system errors, performance bottlenecks, and network connectivity problems.
• Develop and implement technical solutions, workarounds, and patches to resolve critical Information Technology issues and minimize downtime.
• Provide training, guidance, and mentorship to technical support associates to enhance their technical skills and knowledge.
• Conduct system audits, performance evaluations, and security assessments to identify vulnerabilities and recommend solutions.
• Stay current on Information Technology certifications, specialized training, and industry best practices to maintain technical expertise.
• Document technical processes, procedures, and configurations to support technical troubleshooting and knowledge sharing.
• Participate in Information Technology projects, system upgrades, and service improvement initiatives to enhance technical support capabilities and service quality.
• Collaborate with cross-functional teams, including developers, engineers, and Information Technology administrators, to address complex technical challenges.
• Assist in understanding business needs of the unit supported to define new solutions and technology applications to serve them.
• Provide expert technical advice and/or leadership to technical and student teams.
• Diagnose and resolve complex technical problems with computer hardware, software and endpoint management systems.
• Analyze and resolve complex workstation, application, networking, and server related problems.

Requirements

• Bachelor's Degree in related discipline or equivalent combination of education and experience
• Six or more years of relevant experience
• Expert knowledge of and skill in the installation and maintenance of information technology hardware and software
• Understanding of industry practices and campus policies and procedures
• Problem solving, decision making, technical/project leadership, customer service, system documentation and communications skills
• Familiarity with a variety of hardware, including PCs, laptops, tablets and mobile devices
• Familiarity with applications such as Microsoft Office, Office365, and Adobe Creative Suite.
• Configuration and support expertise with Windows and MacOS operating systems.

Qualifications

• Bachelor's Degree in related discipline or equivalent combination of education and experience.
• Six or more years of relevant experience, with a preference for six to eight years of job-related experience.

Nice to Have

• Preferred Education: Information Technology, Computer Science, Business - Operations Management
• Working knowledge of JAMF
• Highly effective verbal and written communication skills
• Effective analytical, time management and organizational skills
• Strong attention to detail, ability to prioritize tasks, take ownership of support requests
• Experience managing devices in an Active Directory, SCCM, In-Tune and JAMF environments
• Prior experience in a university setting

Skills

* Required skills

Certifications