Job Description
Technology Support Specialist II Job ID: 286843
Location: Georgia College & State Univ
Full/Part Time: Full Time
Regular/Temporary: Regular
About Us Georgia College & State University (GCSU) is the state's designated public liberal arts university, where students learn the essential skills to compete in a fast-paced and technology-driven global society. The university prepares students for successful careers, leadership in communities, problem solving and life-long learning through personalized attention in a residential setting with opportunities for a variety of transformational experiences through its award-winning, high-impact practices. One of only three selective universities within the University System of Georgia and a top 10 ranked public university in the Southeast, GCSU offers undergraduate degrees in more than 40 majors, more than 30 graduate programs, doctorates in education and nursing, professional certificates, and continuing education programs.
As a member of the prestigious Council of Public Liberal Arts Colleges (COPLAC), GCSU is committed to fostering a liberal arts environment that values academic preeminence, interdisciplinary inquiry and an inclusive learning community. GCSU enjoys a strong reputation for academic excellence and nationally ranked programs according to US News & World Report, The Princeton Review and Colleges of Distinction - among other ranking sources.
Georgia College & State University takes great pride in combining the educational experience of a private liberal arts college with the affordability of a public university. Faculty and staff are dedicated to student engagement and experiential learning through high-impact practices such as internships, service- and community-based learning, leadership development, study abroad opportunities, mentored undergraduate research and a capstone project that fosters intellectual curiosity, reasoned inquiry and critical thinking.
The university's beautiful and historic campus is located downtown in Milledgeville, Georgia, a charming, diverse college town of approximately 19,000 residents in Central Georgia, and only 90 miles southeast of Atlanta. Milledgeville is also the home of noted American author and alumna, Flannery O'Connor, '45, and the college community enjoys many exciting literary arts programs at O'Connor's former home, Andalusia, a National Historic Landmark owned by the university. Milledgeville is located on the banks of beautiful Lake Sinclair and Lake Oconee, allowing faculty, staff and students to take full advantage of the environmental and recreational benefits of being part of a lake community. For cultural, educational and leisure opportunities beyond Milledgeville - Macon and Atlanta are located within easy driving distances.
Georgia College & State University is dedicated to protecting academic freedom in addition to supporting freedom of expression as outlined in the University System of Georgia's Freedom of Expression and Academic Freedom < policy and its Ethics Code of Conduct < . For more information, visit us online at gcsu.edu.
Job Summary The Technology Support Specialist II provides prompt triage, fielding, and resolution to technology-related issues for the GCSU campus at large via email, phone, walk-in, and self-service portals.
Responsibilities Technology Support - 50- Install, configure, and maintain desktops, laptops, and peripheral devices such as printers and scanners.
- Assist with the setup of audiovisual equipment for classroom or event use.
- Support users in accessing and utilizing enterprise software applications, such as learning management systems (LMS), email platforms, or virtual desktops.
- Perform basic network troubleshooting, including Wi-Fi connectivity and VPN access.
- Escalate unresolved technical issues to senior IT staff or specialized teams when necessary.
ITSM Usage - 10- Ensure all incidents and service requests are properly logged, categorized, and prioritized in the ITSM system.
- Regularly update ticket status and include thorough documentation of troubleshooting steps and resolutions.
- Monitor open tickets to ensure they are resolved within the agreed service level agreements (SLAs).
- Generate reports on ticket trends to assist in identifying recurring issues and areas for process improvement.
Customer Service - 20- Act as a liaison between the IT department and campus community, ensuring effective communication.
- Build strong relationships with faculty, staff, and students by delivering exceptional customer service.
- Conduct follow-ups to confirm that issues have been resolved to the user's satisfaction.
Research/Problem Solving - 10- Analyze logs, error messages, or user feedback to diagnose complex technical problems.
- Propose and implement creative solutions to recurring technical issues.
- Document findings and share knowledge with team members to improve collective troubleshooting efforts.
Supervision - 5- Train and mentor student workers on basic IT support procedures and troubleshooting techniques.
- Delegate tasks to student workers and ensure they are completed accurately and on time.
- Monitor the performance of student workers and provide feedback for improvement.
- Assist in scheduling shifts to ensure adequate Help Desk coverage
Other Duties - 5 Other duties as assigned by Supervisor
Required Qualifications Educational Requirements Two-year college diploma in the area of technology, communications, or related field with at least 2 years of experience that is directly related to the duties and responsibilities specified; Or an equivalent combination of education and experience.
Required Documents to Attach Knowledge, Skills, & Abilities KNOWLEDGE - In-depth knowledge of Microsoft Windows and Mac OS operating systems.
- Proficient with computer systems, mobile devices, peripherals, and basic networking concepts (e.g., Wi-Fi, VPN).
- Skilled in office productivity tools like Microsoft Office and Google Workspace.
- Familiarity with IT Service Management (ITSM) tools and processes for incident management and ticket tracking.
- Strong analytical and troubleshooting skills to diagnose and resolve hardware, software, and system issues.
- Ability to explain technical concepts clearly to non-technical users.
- Strong written skills for documenting issues, resolutions, and user instructions.
- Dedicated to providing professional, timely, and courteous support to end-users
USG Core Values The University System of Georgia 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 on-line at .
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at .
Equal Employment Opportunity Georgia College & State University (GCSU) is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. No person shall, on the grounds of race, color, sex (including pregnancy, sexual orientation, and gender identity), religion, national origin, age, disability, veteran status, or genetic information, be excluded from employment or participation in, be denied the benefits of, or otherwise be subjected to discrimination, under any program or activity conducted by GCSU.
Georgia College & State University is a national award-winning institution in areas of student success and achievement. It strives to achieve excellence in the composition of its community, educational programs, university policies, research and scholarship, campus life, employment practices, extracurricular activities, and community outreach. It is a priority of the university to be a welcoming and inclusive environment so that its campus culture will enhance the ability of its community members to succeed in their endeavors, to be respected as individuals, and to feel a sense of belonging.
Other Information 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
Background Check - Criminal Background Check
- Education Verification
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Job Tags
Full time, Temporary work, Part time, Internship, Remote job, Shift work,