Application Support Analyst II (Remote)

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Job ID

277573

Location

Atlanta, Georgia

Full / Part Time

Full-Time

Regular / Temporary

Regular

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About Us

Overview

Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation.

We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship.

Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.

About Georgia Tech

Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths.

The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts.

Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security.

Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.

Georgia Tech's Mission and Values

Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do :

1. Students are our top priority.

2. We strive for excellence.

3. We thrive on diversity.

4. We celebrate collaboration.

5. We champion innovation.

6. We safeguard freedom of inquiry and expression.

7. We nurture the wellbeing of our community.

8. We act ethically.

9. We are responsible stewards.

• Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good;
• breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible;

and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.

The Office of Information Technology (OIT) provides information technology leadership and support to the Georgia Institute of Technology, working in partnership with academic and business units to meet the unique needs of a leading research university.

OIT serves as the primary source of enterprise-wide information technology and telecommunications services in support of students, faculty, staff, and researchers.

Job Summary

Deliver support to end users in the unit about how to use various types of software programs efficiently and effectively.

This includes troubleshooting applications and software. Participate in the design, delivery, and improvement of in-house software applications training programs and related courseware.

This position will interact on a consistent basis with : Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors.

This position typically will advise and counsel : Users, IT staff, contractors and vendors.This position will supervise : NA

Responsibilities

Job Duty 1 -

Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems.

Provide Tier 1 and Tier 2 application support.

Job Duty 2 -

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

Job Duty 3 -

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.

Job Duty 4 -

Research software application products and services in support of development and purchasing efforts.

Job Duty 5 -

Test new and existing software applications under development or consideration for purchase.

Job Duty 6 -

Participate in the design, development, and delivery of software applications training programs and individual classes.

Job Duty 7 -

Perform preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc. as directed.

Job Duty 8 -

Perform other duties as assigned

Required Qualifications

Educational Requirements

Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience

Other Required Qualifications

Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components;

fifting and transporting of moderately heavy objects, such as computers and peripherals.

Required Experience

Two to three years of job related experience

Preferred Qualifications

Strong customer service and service delivery orientation, including the ability to use judgment in handling customer calls while providing technical assistance.

Experience supporting cloud solutions (e.g., Microsoft 365 & Exchange email, Box, Drobox, OneDrive, Teams, Zoom, Slack).

Strong analytical and problem-solving skills, including lateral thinking and the ability to use several techniques and approaches when finding technical and business solutions.

Ability to prioritize tasks and coordinate solutions in conjunction with multiple functional areas as needed.

Salary Range : $63,158 -$85,894

Job Grade : I4

Location : Atlanta, GA

Knowledge, Skills, & Abilities

SKILLS

• This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned;
• proven experience with troubleshooting principles, methodologies, and issue resolution techniques; knowledge of programming languages and techniques;
• ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking;
• good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language;

very strong customer service orientation; excellent written, oral, and interpersonal skills; experience working in a team-oriented, collaborative environment.

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 .

Equal Employment Opportunity

The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University is committed to maintaining a fair and respectful environment for all.

To that end, and in accordance with federal and state law, Board of Regents policy, and University policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and / or employment, contractors, volunteers, and participants in institutional programs, activities, or services.

Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.

Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions.

This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests.

Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.

More information on these policies can be found here : https : / / www.usg.edu / policymanual / section6 / c2714 Board of Regents Policy Manual University System of Georgia (usg.edu).

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

This position does not require security clearance.

Background Check

Successful candidate must be able to pass a background check. Please visit http : / / policylibrary.gatech.edu / employment / pre-employment-screening