IT Support Specialist II

The IT Support Specialist II serves as an advanced support resource within the University Information and Technology Services team at Columbus State University. The role focuses on diagnosing and resolving complex hardware and software issues, maintaining system stability, and delivering hands-on training for faculty, staff, and students.

Key Responsibilities

• Deliver a positive customer support experience by building strong relationships through deep problem understanding, timely resolution or escalation, and clear communication on progress while maintaining a professional attitude.
• Apply innovative ideas to support teaching and learning in a higher education setting.
• Analyze user requirements, procedures, and problems to develop effective technical solutions.
• Provide advanced support across software packages, hardware, and peripheral devices.
• Install, upgrade, configure, and maintain software, hardware, and peripheral equipment according to design specifications.
• Provide training on technology hardware to meet faculty and student needs for successful instruction.
• Support and train users on software, including all classroom and lab software and all video conferencing tools available to CSU.
• Test and monitor software, hardware, and peripherals to evaluate effectiveness and adequacy for end-users.
• Inspect, configure, and prepare equipment for delivery to end-users.
• Use remote access to resolve technical issues.
• Manage end-user hardware, classroom hardware, and non-academic space hardware.
• Forecast end-of-life cycle items, refreshes, and keep the 5-year refresh plan up to date.
• Help manage and maintain inventory of devices across campus.
• Maintain complete records of daily activities, issues, and corrective actions in a ticketing database.
• Support ongoing assistance by developing documentation for users.
• Provide timely responses and either resolution or escalation for serviceable trouble tickets.
• Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree (minimum qualification).
• 2 to 5 years of applicable experience.
• An equivalent combination of education, training, and experience that demonstrates ability to perform the required skills.
• Excellent working knowledge of technology.
• Strong organizational skills and the ability to prioritize effectively in a fast-paced environment.
• Ability to follow CSU’s strategic plan, including support for student success.
• Self-starter capability, with the ability to manage multiple tasks and deadlines with minimal supervision.
• Strong problem-solving skills and ability to work closely with faculty and staff.
• Extensive experience with computer systems and business software, including MS Office, Windows, and Mac OS.
• Knowledge of PC configurations and PC imaging processes.
• Ability to lift up to 50 pounds of equipment.
• Excellent customer service and professional demeanor.
• Strong oral and written communication skills.
• Scheduling and time maintenance skills are essential.

Technologies

• MS Office
• Windows
• Mac OS
• PC imaging processes

Benefits

• Health insurance
• Dental insurance
• Life insurance
• Teachers Retirement System (or Optional Retirement Plan)
• Earned vacation time
• Sick leave
• 13 paid holidays (if applicable)
• Tuition Assistance Program (after more than 6 months of successful employment)

Job Details

Location: Columbus, GA (onsite)

Employment Type: Full Time

Status: Regular

Department: University Information and Technology Services

Job ID: 305358

Proposed Salary: USD 40,253 - 43,784 per year, including full benefits

Conditions of Employment

• Successful background investigation required, including reference checks and verification of academic credentials (if applicable).
• Credit check for Positions of Trust and or approved departmental Purchase Card usage.
• Pre-employment drug testing for positions with high-risk responsibilities.
• Motor vehicle reports required only for positions that require driving a Columbus State University fleet vehicle or other designated fleet vehicle; a successful drug screening is required as a condition of employment and randomly thereafter.
• Applicants for positions of trust may be asked to disclose criminal record history during initial screening and prior to a conditional offer.
• For faculty hires: proof of completed academic degree(s) and post-secondary coursework via original transcript(s).
• Foreign-educated candidates may need an educational/credential evaluation.
• All employees must ensure confidentiality, availability, and integrity of sensitive information and adhere to cybersecurity and privacy policies during and beyond employment.
• USG community members must adhere to the USG Statement of Core Values and comply with Board of Regents policies on Freedom of Expression and Academic Freedom.

Additional 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 considered a position of trust.
• This position does not require a purchasing card (P-Card).
• This position will not travel.

Contact

For questions related to this role, contact Devon Tucker, Hiring Manager, via email at [email protected].