Technical Support Analyst

Join Georgia Tech onsite in Atlanta and support a campus environment where technology needs are answered quickly, accurately, and with a customer-focused approach. This role provides hands-on technical assistance for hardware, software, and network issues, helping ensure enterprise systems and core applications are reliable for users across the institution. The salary range is $85,000 to $95,000 per year, and the position is grounded in Georgia Tech’s core values of Integrity, Excellence, Accountability, and Respect.

As a Technical Support Analyst, you will diagnose problems, troubleshoot using remote access and diagnostic tools, and keep documentation and ticket tracking up to date so support activity is visible and measurable. You will also help users build safe, effective technology habits through guidance, workshops, and cybersecurity awareness.

Responsibilities

• Provide technical assistance and support for hardware, software, and networking issues encountered by users within the institution.
• Diagnose and troubleshoot technical problems using remote access tools and diagnostic software to resolve issues efficiently.
• Maintain detailed documentation of support requests, resolutions, and user interactions for accurate tracking and reporting.
• Assist with installation, configuration, and maintenance of computer systems, peripherals, and software applications to support optimal performance.
• Educate users on best practices for technology use and cybersecurity awareness to promote safe computing.
• Prepare and deliver training sessions and workshops to help users improve proficiency with technology resources and software applications.
• Monitor and manage support ticketing systems to support timely responses and resolution in line with established service level agreements.
• Stay current on emerging technologies and technical support trends, recommending tools and solutions to improve support services and efficiency.
• Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree in a related discipline or equivalent.
• 6+ years of relevant experience.
• Working knowledge of and ability to apply IT project management principles, components, and processes.
• Skills in budgeting and written and oral communication.
• Ability to effectively interact with technical and non-technical staff.

Preferred Qualifications

• Experience with StarRez, AiM, and similar enterprise level systems used to support housing resident management, facilities staff workflows, customer relationship management, and other critical functions.
• Three or more years of experience serving as a system administrator, functional administrator, or power user for an enterprise-wide software platform.
• Experience applying specialized skills within a university or public sector environment.
• Experience participating in system software analysis and requirements, implementations, upgrades, testing, or application enhancement projects.

Tools and Systems

You will work with remote access tools, diagnostic software, support ticketing systems, StarRez, AiM, enterprise level systems, and customer relationship management systems (CRM), including P-Card as listed for the role.

Additional Information

• This is not a supervisory position.
• This position does not have financial responsibilities.
• No driving is required; the role will not travel.
• The role is not considered a position of trust.
• Security clearance is not required.
• Successful candidates must be able to pass a background check.
• Equal Employment Opportunity: Georgia Tech is an Equal Employment Opportunity Employer and prohibits discrimination, including discriminatory harassment, based on protected characteristics.