University System of Georgia POSITION ANNOUNCEMENT
IT OPERATIONS SUPPORT SPECIALIST (Division of Information Technology) 08–294
APPLICATION PROCESS: Submit an SPSU employment application, a letter of interest and a current resume and professional work references to: Human Resources, Southern Polytechnic State University, 1100 South Marietta Parkway, Marietta, Georgia 30060-2896 or submit in person Monday through Friday, 8:00 a.m. – 4:00 p.m. (Please note: Background checks will be required for all final candidates selected for employment).
POSITION SUMMARY
The DoIT Operations Support Specialist (OSS) is a highly experienced member of the Operations team providing technical support and project management services to the Southern Polytechnic State University Information Technology Division. The Operations Support Specialist reports to the Director of Information Technology (DITO) and assists Information Technology Division management with monitoring and streamlining the day-to-day operating environment of the Information Technology Division by helping to ensure that staff members have the tools and resources they need to function well in their positions and helping to solve users’ problems earlier in the support cycle. Specific duties include quote generation and vendor management, project management support, phone and online desktop troubleshooting, developing documentation and training, and maintaining the campus PC inventory and upgrade schedule.
ESSENTIAL FUNCTIONS
1. Strives to improve efficiency and streamline DoIT support operations.
2. Independently monitors the DoIT helpdesk and attempts to resolve users’ technical service issues via the telephone and desktop sharing technologies.
3. Consults with users to provide critical feedback and clarification for work orders.
4. Performs field work for emergencies and/or periods of high workload.
5. Assists the DITO in monitoring and streamlining the day-to-day operations of the IT Division by, analyzing the worker system data to identify trends and evaluate workload.
6. Assists with the research, evaluation and selection of new and supported standard DoIT hardware and software products for the campus; provides quotes to the campus for same hardware and software products.
7. Assists in the process of planning and distributing new workstations to campus users.
8. Serves as lead and/or assists DoIT leadership in managing various IT Division projects.
9. Develops and provides technical and functional training and documentation (decision trees, print/web manuals, etc) for SPSU faculty and staff for supported applications, security fundamentals, employee orientations, etc.
10. Performs other related duties as assigned.
DESIRABLE KNOWLEDGE, SKILLS & ABILITIES
1. Possess excellent interpersonal, communication and leadership skills and fosters a team environment dedicated to providing outstanding customer service and teamwork.
2. Ability to communicate complex IT concepts to IT professionals and lay persons alike.
3. Considerable knowledge of PC hardware, peripherals, software and operating systems.
4. Excellent documentation and training skills.
5. Ability to examine and correlate complex data.
6. Excellent logic and reasoning skills and ability to work in a self-guided environment.
7. Knowledge of Unix-based/Mac operating systems and workstations.
8. Use of high level programming language such as C or Perl.
QUALIFICATIONS: A bachelor’s degree in Computer Science, Software Engineering or related field required. A minimum of three years experience in PC hardware, software and peripherals support required. Any major coursework in computer, technology or science field combined with substantial relevant IT training and experience preferred. Supervisory and/or project management experience is a plus. Experience in computer repair and/or support certification (A+, MSCE, etc.).
DAYS/HOURS: Monday – Friday; 9:00am – 6:00pm
SALARY: Commensurate with experience
Southern Polytechnic State University, a member of the University System of Georgia, is a residential university with approximately 4,200 students pursuing bachelors and masters degrees in many of the nation’s fastest growing technology fields. The university, located one mile west of 1-75’s Exit 263, is just 20 minutes northwest of downtown Atlanta. Southern Polytechnic is an EOE/ADA/AA Employer v University System of Georgia.
Posted: April 18, 2008