IT Support Specialist, Lead

$52,000 - $62,000/Yr

Georgia State University - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Educational Services

About the position

The IT Support Specialist, Lead at Georgia State University (GSU) is responsible for providing technical support and leadership within the Instructional Innovation and Technology (IIT) division. This role involves overseeing the installation, troubleshooting, and repair of various audio-visual and computer equipment, while also mentoring junior staff and ensuring compliance with service agreements. The position emphasizes customer service and collaboration in a dynamic educational environment.

Responsibilities

• Assist the manager in making decisions related to recruiting, counseling, planning, evaluating, and disciplining employees.
• Provide supervisory oversight of subordinate staff.
• Assist manager in administering policies and procedures, monitoring compliance of Service Level Agreements, and resolving customer satisfaction issues.
• Track the progress of IT projects.
• Follow complex instructions to install, uninstall, upgrade, operate, troubleshoot, and repair audio-visual equipment, networking equipment, telephone equipment, computer hardware and software, and mobile devices.
• Utilize incident response system to track, document, and record steps performed to resolve issues.
• Provide technical support and training services.
• Train and mentor less experienced Associate and Intermediate IT Technicians.
• Perform time reporting, documentation, and other administrative duties.
• Act as a consultant agent to the department as needed.

Requirements

• Bachelor's degree and three years of related experience, or a combination of education and related experience.
• Working knowledge of various audio-visual equipment, computer hardware, networking equipment, and computer software systems.
• Effective oral and written communication with internal and external customers.
• Ability to multitask, prioritize, and exercise independent judgment.
• Certification(s): A+, Apple, Net+, ITIL.

Nice-to-haves

• Experience in a higher education environment.
• Familiarity with IT project management methodologies.
• Strong problem-solving skills.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Tuition assistance program
• Retirement plan
• Professional development opportunities
• Flexible work environment