Albany State University
Technical Support Specialist II
Albany State University, Albany, Georgia, United States, 31701
Albany State University is a fully accredited senior unit of the University System of Georgia. Employees receive benefits provided by the University System of Georgia, including, but not limited to, medical and major medical insurance, group life insurance, participation in the Georgia Teachers' Retirement System, Optional Retirement Plan (Faculty and exempt employees only), Social Security and Tuition Assistance Program after six months of employment.
Location
Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.
Job Summary
The IT Technical Support Specialist II is a mid-level role responsible for providing advanced technical support and resolving complex IT issues for faculty, staff, and students at Albany State University. This position handles both first-line and second-line support requests, addressing a wide range of hardware, software, and network problems. Operating in a fast-paced, service-oriented environment, the Specialist delivers support through multiple channels, including phone, email, in-person interactions, and self-service platforms.
In addition to resolving escalated technical issues, the IT Technical Support Specialist II plays a leadership role within the support team by mentoring IT Technical Support I staff. This includes providing guidance, sharing technical knowledge, and assisting with troubleshooting more challenging problems. The position requires a strong understanding of IT systems, excellent communication skills, and a commitment to delivering high-quality, customer-focused support that helps ensure the smooth operation of the university's technology resources.
Sponsorship is not available for this position.
Responsibilities Provide advanced technical support for hardware, software, and peripheral issues, completing service requests both in person and through approved remote tools. Diagnose and resolve complex IT incidents using hands-on troubleshooting and diagnostic techniques, ensuring alignment with university technology standards. Install, image, configure, and deploy IT equipment, ensuring secure and standardized setups across campus. Deliver exceptional customer service to faculty, staff, and students, taking ownership of technical issues and following up to ensure complete resolution. Escalate unresolved or critical incidents to higher-level support teams while maintaining responsibility for communication and tracking. Accurately log, update, and manage service requests in the IT work order tracking system, monitoring queues for timely task completion. Track and maintain inventory of university-issued IT assets, including devices and peripherals, ensuring accurate documentation and responsible asset handling. Identify patterns in support requests and recommend process improvements to enhance service delivery and operational efficiency. Assist in onboarding, mentoring, and training of student assistants and new IT Technical Support staff, supporting team growth and development. Contribute to the continuous improvement of IT support services by researching and applying best practices and participating in departmental initiatives. Perform additional duties as assigned to support departmental goals and operational needs. Required Qualifications
Associate degree in information technology or related field; or an equivalent combination of education and experience.
1-3 years of experience in supporting computer hardware, computer software, and peripherals.
A valid driver license for the State of Georgia in good standing.
Preferred Qualifications
Associate degree in information technology or related field; or an equivalent combination of education and experience.
1-3 years of experience in supporting computer hardware, computer software, and peripherals.
Proposed Salary
Salary Range is from $34,039 to $41,600.
Required Documents to Attach
Please provide a list of at least 3 professional references with their contact information.
Knowledge, Skills, & Abilities
Knowledge of information technology computer systems and software.
Knowledge of current network protocols, operating systems, and industry standards.
Knowledge of computer hardware, software, and peripherals.
Knowledge of technical documentation procedures and best practices.
Proficiency in troubleshooting and resolving hardware, software, and peripheral issues.
Skilled in the operation of computers, job-related software programs, and IT tools.
Strong customer service and communication skills (both oral and written).
Strong organizational and time management skills.
Ability to manage multiple tasks and prioritize effectively.
Exceptional attention to detail and problem-solving skills.
Ability to think critically, analyze problems, and implement effective solutions.
Ability to train and guide users in the effective use of IT systems and software.
Contact Information
For more information or questions about a job posting, please contact the Office of Human Recourses at (229) 500-2026, or by email at hrasu@asurams.edu. For technical support, please call the USG Service Desk at (877) 251.2644, or email support@usg.edu.
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 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 on-line at https://www.usg.edu/policymanual/section6/C2653 .
Institutional Values
Excellence We achieve outcomes of the highest quality, hold ourselves accountable to the highest standard and are committed to continuous improvement in University programs and services.
Respect We are directed by tenets of ethics, treating other with courteous regard, and being civil in our interactions.
Community We strive to build community and value a good mindset.
Teamwork We seek partnerships within the University and community. We practice a supportive spirit that results in the implementation of plans, actions and shared results.
Learning We cultivate a practice of global pedagogies in a learning environment.
Conditions of Employment
All selected candidates are required to successfully pass a Background Check review prior to starting with Albany State University.
Certain positions may also require the selected candidate to submit to or have:
* a credit check completed for "Positions of Trust" and/or approved departmental purchase card usage * a motor vehicle report for positions that require driving an Albany State University vehicle * a successful pre-employment drug test
Equal Employment Opportunity
Albany State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, working, and studying. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the ASU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the ASU community.
For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at (229) 500-2026. For individuals requiring disability-related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.
Location
Our West Campus is located at 2400 Gillionville Road, Albany, GA 31707. Our East Campus is located at 504 College Drive, Albany, GA 31705. The Human Resources office for both campuses is located on the West Campus in Building K, Suite 111.
Job Summary
The IT Technical Support Specialist II is a mid-level role responsible for providing advanced technical support and resolving complex IT issues for faculty, staff, and students at Albany State University. This position handles both first-line and second-line support requests, addressing a wide range of hardware, software, and network problems. Operating in a fast-paced, service-oriented environment, the Specialist delivers support through multiple channels, including phone, email, in-person interactions, and self-service platforms.
In addition to resolving escalated technical issues, the IT Technical Support Specialist II plays a leadership role within the support team by mentoring IT Technical Support I staff. This includes providing guidance, sharing technical knowledge, and assisting with troubleshooting more challenging problems. The position requires a strong understanding of IT systems, excellent communication skills, and a commitment to delivering high-quality, customer-focused support that helps ensure the smooth operation of the university's technology resources.
Sponsorship is not available for this position.
Responsibilities Provide advanced technical support for hardware, software, and peripheral issues, completing service requests both in person and through approved remote tools. Diagnose and resolve complex IT incidents using hands-on troubleshooting and diagnostic techniques, ensuring alignment with university technology standards. Install, image, configure, and deploy IT equipment, ensuring secure and standardized setups across campus. Deliver exceptional customer service to faculty, staff, and students, taking ownership of technical issues and following up to ensure complete resolution. Escalate unresolved or critical incidents to higher-level support teams while maintaining responsibility for communication and tracking. Accurately log, update, and manage service requests in the IT work order tracking system, monitoring queues for timely task completion. Track and maintain inventory of university-issued IT assets, including devices and peripherals, ensuring accurate documentation and responsible asset handling. Identify patterns in support requests and recommend process improvements to enhance service delivery and operational efficiency. Assist in onboarding, mentoring, and training of student assistants and new IT Technical Support staff, supporting team growth and development. Contribute to the continuous improvement of IT support services by researching and applying best practices and participating in departmental initiatives. Perform additional duties as assigned to support departmental goals and operational needs. Required Qualifications
Associate degree in information technology or related field; or an equivalent combination of education and experience.
1-3 years of experience in supporting computer hardware, computer software, and peripherals.
A valid driver license for the State of Georgia in good standing.
Preferred Qualifications
Associate degree in information technology or related field; or an equivalent combination of education and experience.
1-3 years of experience in supporting computer hardware, computer software, and peripherals.
Proposed Salary
Salary Range is from $34,039 to $41,600.
Required Documents to Attach
Please provide a list of at least 3 professional references with their contact information.
Knowledge, Skills, & Abilities
Knowledge of information technology computer systems and software.
Knowledge of current network protocols, operating systems, and industry standards.
Knowledge of computer hardware, software, and peripherals.
Knowledge of technical documentation procedures and best practices.
Proficiency in troubleshooting and resolving hardware, software, and peripheral issues.
Skilled in the operation of computers, job-related software programs, and IT tools.
Strong customer service and communication skills (both oral and written).
Strong organizational and time management skills.
Ability to manage multiple tasks and prioritize effectively.
Exceptional attention to detail and problem-solving skills.
Ability to think critically, analyze problems, and implement effective solutions.
Ability to train and guide users in the effective use of IT systems and software.
Contact Information
For more information or questions about a job posting, please contact the Office of Human Recourses at (229) 500-2026, or by email at hrasu@asurams.edu. For technical support, please call the USG Service Desk at (877) 251.2644, or email support@usg.edu.
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 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 on-line at https://www.usg.edu/policymanual/section6/C2653 .
Institutional Values
Excellence We achieve outcomes of the highest quality, hold ourselves accountable to the highest standard and are committed to continuous improvement in University programs and services.
Respect We are directed by tenets of ethics, treating other with courteous regard, and being civil in our interactions.
Community We strive to build community and value a good mindset.
Teamwork We seek partnerships within the University and community. We practice a supportive spirit that results in the implementation of plans, actions and shared results.
Learning We cultivate a practice of global pedagogies in a learning environment.
Conditions of Employment
All selected candidates are required to successfully pass a Background Check review prior to starting with Albany State University.
Certain positions may also require the selected candidate to submit to or have:
* a credit check completed for "Positions of Trust" and/or approved departmental purchase card usage * a motor vehicle report for positions that require driving an Albany State University vehicle * a successful pre-employment drug test
Equal Employment Opportunity
Albany State University is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for living, working, and studying. To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, the University prohibits harassment of or discrimination against any person because of race, color, sex (including sexual harassment, pregnancy, and medical conditions related to pregnancy), sexual orientation, gender identity, gender expression, ethnicity or national origin, religion, age, genetic information, disability, or veteran or military status by any member of the ASU Community on campus, in connection with a University program or activity, or in a manner that creates a hostile environment for members of the ASU community.
For questions or more detailed information regarding this policy please contact the Albany State University Office of Human Resources at (229) 500-2026. For individuals requiring disability-related accommodations for participation in any event or to obtain print materials in an alternative format, please contact the Disability Resource Center at 229-500-3442.