247 IT Specialists jobs in Stone Mountain

Your Job

Georgia-Pacific's IT Digital Manufacturing Team is seeking a Technical Support Leader. This role is responsible for establishing support capabilities for the digital manufacturing tech landscape. This role is based in the Atlanta, GA GP HQ on Peachtree Street. The role is hybrid with the expectation of more time in the office than out. Typically, that will be 3 days in the office. There is potential for up to 25% travel to international locations in India and Mexico.

Our Team

The role involves standing up support teams (including US, India, and Mexico resourcing), establishing KPIs and metrics, building a robust service model, and root cause corrective actions for recurring software related downtime. The position will not only support day-to-day operations but also foster a culture of continuous improvement and technological innovation that drives long-term success.

What You Will Do In Your Role

• Establish a global, 24/7 operational support model through collaboration with KGSI teams in India and Mexico, ensuring seamless L2 and L3 coverage for US production shifts

• Implement and standardize an ITSM framework with key processes (incident, request, problem, change management), KPIs, and metrics to drive operational excellence

• Lead and develop a specialized support team for Digital Manufacturing Technologies, optimizing capacity, training, and resource allocation across US, India, and Mexico

• Enhance system reliability and performance through proactive maintenance, two-way feedback with development teams, and continuous improvement initiatives

• Manage new site deployments, including resource coordination, installation, configuration, and comprehensive functionality testing for high performance

• Deliver exceptional customer service by adhering to ITIL best practices, monitoring KPIs, and holding the team accountable for results

• Act as the escalation point for complex issue resolution, collaborating with vendors and infrastructure teams to ensure timely solutions

Who You Are (Basic Qualifications)

• Previous experience working with MES / CMMs / eQMS / EH&S technologies (Modeling, Integration, analytics, and reporting)

• Previous experience working in an application support environment

• Previous experience leading a global team including establishing training and development programs

• Previous experience in problem solving methodologies such as ITIL

• Previous experience with software development in .NET, Java or other programming languages

• Must be willing and able to travel up to 25% internationally to India and/or Guadalajara, MX

• Must have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship

What Will Put You Ahead

• Previous experience working in the Paper, Pulp, Building Products, and CPG industries

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day - to make everyday products even better. At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, all offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please visit the following website for additional information:

#LI-GM1

IT Technical Support Specialist is responsible for providing technical assistance and support to users regarding computer systems, hardware, software, and network issues. This role is essential for maintaining the productivity and efficiency of an organization’s technology infrastructure.

Key Responsibilities :
Respond to user inquiries via phone, email, chat, or ticketing systems, addressing hardware, software, and connectivity issues.
 Troubleshoot and resolve technical problems, including diagnosing and fixing issues with computers, printers, networks, and other technology.
Install, configure, and upgrade hardware and software for users, ensuring compatibility and optimal performance.
Perform routine system maintenance, such as applying updates, patches, and backups to maintain system stability and security.
Provide user training and documentation to help staff or customers understand how to use systems and applications effectively.
Log and track support requests using help desk or ticketing software, maintaining detailed records of issues and resolutions
Escalate complex issues to higher-level IT personnel when necessary
Monitor system performance and proactively identify potential issues to prevent disruptions
Maintain IT asset inventory, tracking hardware, software licenses, and peripherals
Stay current with technological trends and security updates to provide informed support and recommendations.

 Required Skills and Qualifications :
   Technical proficiency in computer hardware, operating systems, software applications, and network troubleshooting.
Strong problem-solving and analytical skills to quickly diagnose and resolve issues.
Excellent communication skills for interacting with users and documenting support activities.
Customer service orientation to ensure user satisfaction and effective support
Ability to train and guide users on new technologies and systems
Experience with IT helpdesk software and ticketing systems.

Education and Experience:
Associate or bachelor’s degree in computer science, information technology, or a related field
Relevant certifications (such as CompTIA A+) and prior experience in IT support roles are often preferred 
This is NOT a remote job
Monday to Friday 9am -6pm

ABOUT THIS POSITION

As part of our award-winning Client Success Department, the Technical Support Analyst is responsible for providing superior support to our clients with the highest degree of care and client satisfaction. We need driven people with a passion for support and service to guide our clients to become more e?cient and successful - day in and day out.

WHAT YOU'LL DO

• Provide exceptional support to our clients with meaningful and thoughtful communication - via phone (inbound and outbound calls), online support requests, and live chat

• Be a problem-solver that seeks to understand the heart of each client's issue? You are technically savvy and a thorough troubleshooter?

• Utilize multiple internal systems and software to understand client inquiries/issues, research possible solutions, and document all client communication

• Continually grow in your understanding of our product offerings to always provide value and expertise in every client interaction?

WHAT YOU'LL NEED

• Honesty and integrity - always doing the right thing for our clients

• Passion for service and a dedication to client satisfaction

• A curious nature that seeks to understand the root of the issue

• Focused on delivering on our promises

• Willing to do whatever it takes to always bring our best work

• Unafraid to move with speed and efficiency to make things happen

• A joyful and optimistic attitude that spreads positivity to our team, or clients, and our community

Bonus Points

(highly valued, but not required):

• Previous experience with ANSI X12 EDI transactions and/or medical billing claim forms (CMS 1500 or UB-04)

• Prior use of Salesforce or another customer relationship management software

• Bachelor's Degree

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar ( on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)

• Customizable benefits package (3 medical plans with Health Saving Account company match)

• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays

• Paid parental leave (including maternity + paternity leave)

• Education assistance opportunities and free LinkedIn Learning access

• Free mental health and family planning programs, including adoption assistance and fertility support

• 401(K) program with company match

• Pet insurance

• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support

Job Type: Full time

Req ID: R2484

Description

Vestis is seeking a hands-on IT Technical Support Analyst to join our IT infrastructure organization. Reporting to the Manager - IT Support Services, the IT Technical Support Analyst will be a customer-service oriented support resource providing detailed technical support for end users in office, field, and manufacturing environments. This will include End User Computing (EUC) support of hardware and software throughout the organization.

Responsibilities/Essential Functions:

• Configure, deploy and support end user PC hardware and software including, but not limited to, laptop and desktop computers, mobile devices such as phones, tablets, scanners, and related handheld devices, and industrial computing components necessary for production support (e.g. IoT sensors, kiosks, monitors, printers, etc.).

• Work in-person and remotely with end-users to address support issues; act as a liaison where necessary for proper handoff/routing of issues between other IT support teams, owning issues and the end-user relationship throughout the support process.

• Research complex escalated IT incidents and utilize the enterprise ITSM platform to document processes and procedures to resolve newly found technical issues via incident ticket notes and Knowledge Base Articles (KBAs).

• Provide general application support and collaborate with IT teams and external vendors to support Vestis-specific applications and systems in both office and industrial settings.

• Provide event assistance with Audio Visual environments in support of conferences and meetings.

• Work independently and autonomously to support local office and remote Market Centers across the country.

• Provide after-hours and week-end support on an as needed basis during project implementations and production outage emergencies.

Knowledge/Skills/Abilities:

• Excellence in customer service and communications with both technical and non-technical stakeholders.

• Adept at troubleshooting and identifying technology issues along with potential solutions.

• Able to work independently and within teams in both issue resolution and project environments.

• Effective at utilizing service management resources to troubleshoot, document and resolve issues.

• Skilled in Microsoft software and services including Windows, Office, Word, Excel, PowerPoint.

• Skilled in configuration and troubleshooting of mobile devices, including Apple IOS, Android, etc.

• Familiar with ITSM/ITIL concepts (incidents, requests, changes) using tools such as Jira, ServiceNow, etc.

• Familiar with supporting industrial settings, including IoT devices, network connections, etc.

Experience/Qualifications:

• High school diploma required

• Associate's degree or higher preferred

• 5-7 years of relevant work experience

• IT certifications preferred (A+, N+, ITIL, etc.)

Working Environment/Safety Requirements:

• Perform work in office and industrial settings, observing all safety rules and requirements

• Occasional travel (10%) required to business locations or data centers, conferences, etc.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

Job Overview

The SVP of Customer Support will lead our global Technical Support, Customer Training, and Community teams with a mandate to deliver an experience that is responsive, predictive, AI-enabled, and deeply tied to customer outcomes. Reporting to the Chief Customer Officer, this executive will define and operationalize a support strategy that reduces friction, improves resolution time, and strengthens long-term customer relationships.

You'll oversee a globally distributed organization, own P&L accountability, and collaborate cross-functionally to make support a competitive differentiator.

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Customer Strategy & Experience

• Define and drive a modern, scalable global support strategy that proactively addresses customer needs and delivers measurable outcomes.

• Build a culture of service excellence grounded in proactive outreach, personalized engagement, and deep customer advocacy.

• Lead executive-level escalations with speed and ownership; ensure systemic issues are resolved and learnings are shared across teams.

• Develop and oversee strategies to identify and stabilize at-risk clients, with clear action plans, accountability, and follow-through.

• Use customer sentiment, support analytics, and feedback loops to shape the future of the customer journey, including product insights and roadmap influence.

Operational Excellence & Innovation

• Architect and scale a support model that balances people, process, and AI leveraging automation, deflection, and intelligent triage to improve resolution and efficiency.

• Implement and continuously improve operational frameworks, processes, and tools to support 24/7 coverage, global consistency, and productivity at scale.

• Maintain deep understanding of iCIMS products, use cases, and integrations to ensure readiness, issue prevention, and high-quality resolution.

• Partner closely with Product, Engineering, and Enablement to evolve our support stack and digital experiences.

• Monitor and optimize key metrics including customer effort, resolution time, self-service adoption, case deflection, and cost to serve.

Team Leadership & Culture

• Lead a global organization across and foster a high-performing, inclusive, and growth-minded culture.

• Hold leaders accountable to both performance and engagement metrics; ensure team members are equipped to deliver value in every customer interaction.

• Partner with HR and Talent to scale hiring, onboarding, and learning programs that align with business needs and customer expectations.

Financial & Cross-Functional Leadership

• Own and manage the Customer Support P&L, aligning budgets, forecasts, and workforce planning with company goals.

• Partner with Sales, Customer Success, Relationship Management, and Finance to ensure seamless coverage models, aligned messaging, and strong retention results.

• Translate strategic goals into operational execution plans with clear milestones, accountability, and metrics that roll up to business outcomes.

• Apply market and industry best practices to ensure iCIMS remains competitive in our customer engagement and support model.

Qualifications

• 15+ years of progressive leadership experience in global customer support or technical services roles.

• Proven track record leading and scaling global enterprise SaaS support operations, with full P&L accountability

• Deep expertise in AI-enabled support, automation, and digital transformation across the customer lifecycle

• Strong analytical and strategic skills; adept at translating data into actionable customer and business outcomes

• Demonstrated success building high-performing, inclusive teams and leading through organizational change

• Experienced cross-functional collaborator with Product, Engineering, Sales, and Finance to drive aligned, customer-centric strategies

• Exceptional communication and executive presence, with the ability to influence stakeholders at all levels

• Passion for customer advocacy and ongoing service innovation

EEO Statement

iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement and/or if you would like to request an accommodation due to a disability, please contact us at .

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated pay range for this position is $200,000-$270,000 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law. Additional compensation may include bonuses or other benefits, as applicable.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here:

ABOUT THIS POSITION

As part of our award winning Client Success Department, the?Technical Analyst?is responsible for providing superior support to our clients with the highest degree of client service and satisfaction. Right now, we are looking for outstanding, brilliant, and driven people to help guide our clients to become more efficient and successful. The primary responsibility of the Analyst is to provide exceptional support to our clients by handling incoming inquiries through ACD, email, and system feedback. Proactive problem identification, communication and resolution are essential in providing superior customer support. The Technical Analyst must maintain a positive attitude and have a positive effect on the morale of the team.

WHAT YOU'LL DO

• Answer incoming support calls ?

• Make outbound calls as needed to customers, vendors, intermediaries and payers in support and resolution of inquiries

• Respond to written email inquiries from our customers

• Document, investigate and resolve customer issues to resolution

• Identify client concerns and engage appropriate internal resources to ensure timely resolution

• Abide by phone schedule to ensure sufficient availability for receiving inbound calls

• Document all client interactions - phone calls, emails, work effort, etc

• Follow documented HIPAA security procedures related to Protected Health Information (PHI) and financial information

• Consistently meet performance standards as set forth in the quality guidelines

• Ability to effectively prioritize and handle multiple tasks and work under aggressive time constraints

• Ability to demonstrate professionalism in communicating with clients and payers both written and verbally?

• Ability to work self directed?

• Availability to work extended hours when needed

• Appropriately escalates issues and concerns in order to achieve timely resolution

• Perform other duties and /or projects as assigned by management within the area of responsibility and control

WHAT YOU'LL NEED

• Must have experience working in medical billing and/or with HCFA 1500/CMS 1500 and/or with UB-92/UB-04 (with demonstrated knowledge)

• Exceptional client service skills

• Technically savvy with excellent troubleshooting and analytical skills

• Working knowledge of EDI files (Preferred)

• Demonstrated verbal and written communication skills

• Self-motivated with the ability to multitask, work independently, and work in a team setting

• Strong sense of urgency

• Demonstrated knowledge of Microsoft applications (Outlook, Work, Excel)

• Bachelor degree (Preferred)

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar ( on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)

• Customizable benefits package (3 medical plans with Health Saving Account company match)

• Generous paid time off starting at 3 weeks + 16 holidays, including your birthday and volunteer time

• Paid parental leave (including maternity + paternity leave)

• Education assistance opportunities and free LinkedIn Learning access

• Free mental health and family planning programs, including adoption assistance and fertility support

• 401(K) program with company match

• Pet insurance

• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support

Job Type: Full time

Req ID: R1893

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

Apply for Job Job ID 287710
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.

Job Summary

The Technical Support Analyst is responsible for providing technical assistance and support for hardware, software, and network issues encountered by institution users. This role involves diagnosing problems, troubleshooting issues, and offering solutions to ensure that technology resources function effectively and meet the needs of the institution's community.

Responsibilities

Job Duty 1 -
Provide technical assistance and support to users experiencing hardware, software, and networking issues within the institution.

Job Duty 2 -
Diagnose and troubleshoot technical problems, utilizing remote access tools and diagnostic software to resolve issues efficiently.

Job Duty 3 -
Maintain detailed documentation of support requests, resolutions, and user interactions to ensure accurate tracking and reporting of technical support activities.

Job Duty 4 -
Assist in the installation, configuration, and maintenance of computer systems, peripherals, and software applications to ensure optimal performance.

Job Duty 5 -
Educate users on best practices for technology use and cybersecurity awareness, promoting safe computing habits across the institution.

Job Duty 6 -
Prepare and deliver training sessions and workshops to help users become more proficient in using technology resources and software applications.

Job Duty 7 -
Monitor and manage support ticketing systems, ensuring timely responses and resolution of user requests in accordance with established service level agreements.

Job Duty 8 -
Stay informed about emerging technologies and trends in technical support, recommending tools and solutions that could enhance support services and efficiency.

Job Duty 9 -
Collaborate with Information Technology teams to identify and implement improvements to support processes and workflows, enhancing the overall user experience.

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

Required Qualifications

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

Required Experience
Two or more years of relevant experience.

Preferred Qualifications

Preferred Educational Qualifications
Bachelor's Degree

Experience with Implementation and Application Support/Maintenance of the Deltek Costpoint system including the Contract Management Application. Ability to configure out of the box functionalities and build extensibilities using Java in Deltek Costpoint.

Experience with data analysis and support for Oracle and SQL databases, developing reports using Cognos and other reporting tools.

Experience with Java, SQL, SQL Script

Knowledge of REST Webservices.

Experience in troubleshooting and providing application support for escalated and complex issues for the Deltek Contract Management Systems and its integrations.

Certifications in specific software supported

Three to four years of job-related experience.

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

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at

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: 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

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Apply for Job Job ID 287207
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.

Job Summary

Provide intermediate level technical support services for audio visual (AV) equipment and components housed within a school or major unit to include design, installation, operation and maintenance. Components include AV control systems (classroom and studio) and fiber optics. This position will interact on a consistent basis with: unit AV equipment users, unit technical staff, contractors and vendors. This position typically will advise and counsel: unit AV equipment users. This position will supervise: NA.

Responsibilities

Job Duty 1 -
Duties may include but are not limited to: Investigate and resolve intermediate level audio-visual problems in classrooms or conference rooms, to include control system problems such as wiring issues associated with control systems, ground looping with audio systems and mixing devices or digital signal processors with incorrect settings or failures. Resolve other problems associated with room acoustics, microphones and amplification and/or video projection.

Job Duty 8 -
Assist project management, clients, and key stakeholders with conversion of AV/VTC systems. Assist control system (such as AMX) programmers with AV/VTC integration and testing to ensure the control system hardware and software (source code) interoperate.

Job Duty 9 -
Assist with training and mentoring junior staff.

Job Duty 10 -
Perform other duties as assigned

Job Duty 2 -
Differentiate between AX link, RS232 and Ethernet protocols for control system installations.

Job Duty 3 -
Install and maintain projectors, wiring, signal distribution amplifiers and audio or video switchers. Coordinate installation of equipment for new or renovated classrooms or conference rooms. Modify programs and ensure room functionality after equipment upgrades or replacements.

Job Duty 4 -
Monitor customer requests, analyze, repair and document resolution details or escalate problems to next level. Participate in planning activities with design team and offer insight into customer use and practices.

Job Duty 5 -
Provide intermediate computer support and training to users of classroom technology. Provide computer support (PC and Mac) to users utilizing the classroom/instructional technology. Provide users with assistance in working in specific applications.

Job Duty 6 -
Monitor equipment-related activity and movement to support successful equipment inventory quarterly.

Job Duty 7 -
Responsible for implementing, integrating, testing and making operational the control and distribution systems for all Audiovisual/Videoconferencing systems supporting the Institute.

Required Qualifications

Educational Requirements
Bachelor's Degree in related field or equivalent combination of education and experience

Required Experience
Three to four years of job related experience

Preferred Qualifications

Additional Preferred Qualifications
Certified Technology Specialist (CTS), Extron Audio Visual Associate (EAVA), or Crestron Certification Experience troubleshooting and maintaining educational technology including video projectors, control systems such as AMX, video capture/editing, IP video-conferencing, sound systems and a working knowledge of PCs and Macs Helpdesk software experience such as Remedy and/or Numara experience An understanding of cable standards (eg EIA/TIA standard) and ability to interpret cabling topologies Experience supporting videoconferencing system

Knowledge, Skills, & Abilities

SKILLS
This job requires basic to intermediate knowledge in electronics and engineering support as related to audio/visual equipment and components; basic to intermediate skills in the installation of electronic equipment; preparing and reading printouts, drawings, and soldering techniques are required. Must have effective communication skills, both verbal and written.

Experience with the following are a plus:

• AMX control systems- touch panels, video switching systems, programming, UI
• Biamp Tesira DSP- configurations, adjustments, installation, commissioning
• DANTE Controller software
• Microsoft PowerPoint- support
• Microsoft Teams- support
• Zoom- support
• Audio mixing consoles- live event mixing, recording mixing, set up, troubleshooting
• Video production switcher- live event switching, recording, set up, troubleshooting
• Video Switching Matrix- installation and support
• PTZ camera systems- operation, set up, installation, calibration
• Cable termination- BNC, RJ45, XLR, RCA, DB9
• Studio support- control rooms and equipment
• AV equipment system installations
• CTS Certification
• Dante Certification
• AMX Certifications

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

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at

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: 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.

Job Grade T4

Anticipated salary rate $3,158 to 92,179 commensurate with qualifications

Background Check

Successful candidate must be able to pass a background check. Please visit