Information Technology Support Engineer (CEE)

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.

About the School of Civil and Environmental Engineering at the Georgia Institute of Technology

The School of Civil and Environmental Engineering Program at the Georgia Institute of Technology is a vibrant and intellectually diverse School with people who are using new technologies to expand the notion of what it means to be civil and environmental engineers in the 21st Century. Celebrating 126 years this academic year, we teach our students the engineering fundamentals they need to be successful at the interface of the built and the natural worlds. Our program is focused on learning how to think, how to solve problems, and how to impact society. We provide rigorous learning environments, out-of-the-classroom and overseas experiences challenging our students to reach their highest potential. Our degree programs are consistently ranked among the nation's best as we celebrate 126 years of developing engineers to improve the human condition.

Location: Atlanta, GA

Information Technology Support Engineers provide advanced technical support and solutions for complex hardware and software issues within the institution. This role involves diagnosing problems, implementing fixes, and collaborating with other IT teams to ensure the reliability and efficiency of technology services provided to faculty, staff, and students.

Job Duty 1 -
Provide advanced technical support for complex hardware and software issues, diagnosing problems and implementing effective solutions.

Job Duty 2 -
Document technical processes, configurations, and solutions to create a knowledge base that supports continuous improvement in support services.

Job Duty 3 -
Assist in the development and implementation of Information Technology policies, procedures, and standards to ensure consistent and effective support operations.

Job Duty 4 -
Conduct training sessions for other Information Technology staff and end-users on technical topics, promoting knowledge sharing and skill development within the team.

Job Duty 5 -
Monitor and analyze system performance, identifying trends and potential issues to proactively address them before they impact users.

Job Duty 6 -
Stay informed about emerging technologies and industry trends, evaluating their potential impact on the institution and recommending adoption as appropriate.

Job Duty 7 -
Participate in project teams to implement new technology solutions, providing technical expertise and support throughout the project lifecycle.

Job Duty 8 -
Prepare and present reports on support activities, metrics, and system performance to management, highlighting successes and areas for improvement.

Job Duty 9 -
Collaborate with Information Technology teams to troubleshoot and resolve incidents that require specialized knowledge and expertise in technology systems.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Associate's Degree in related discipline or equivalent combination of education and experience.

Required Experience
Two or more years of relevant experience.

Preferred Educational Qualifications
Bachelor's Degree in related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required (some profiles may require additional education).

• Proficient in Linux, Windows, and macOS operating systems, with strong command-line skills across each platform for system navigation, configuration, and troubleshooting.
• Provide technical support to end users through help desk ticketing systems, email correspondence, and in-person assistance.
• Possess experience supporting hybrid and remote work environments.
• Demonstrate familiarity with IT Service Management (ITSM) platforms.

Salary Range: $77,000 - $80,000 annually

SKILLS
This job requires a working knowledge and skill in the installation and maintenance of information technology hardware and software at all layers; requires a solid understanding of industry practices and campus policies and procedures; excellent skills in problem solving, decision making, customer service, system documentation and communications; good understanding of how to properly secure research workload along with NIST 800-171 I DFARS 7012 compliance issues.

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.

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).

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.

The successful candidate for this position will be responsible for the following:

Conduct routine main maintenance and perform hardware and software upgrades to ensure systems remain current and operate at peak efficiency.
Leverage endpoint management tools such as JAMF, SCCM, and SaltStack to administer and monitor devices across the school.
Provision, configure, and maintain computer endpoints, resolving network connectivity issues to ensure seamless user access.
Diagnose and resolve technical problems using diagnostic utilities, knowledge bases, and scripted solutions to ensure timely and effective issue resolution.

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