Help Desk Technician

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 Administrative Services Center (ASC) is a deliverable of the AdminX initiative. The ASC partners with local and central units to provide efficient and consistent support for administrative operations across the Institute.
The ASC will serve as the front door for all HR inquiries and transaction initiation.

Responsible for establishing a positive client experience through delivery excellence. Position is a key contributor to the unit and Georgia Tech Community. Position will provide technical assistance and answers to users' questions, assisting users by troubleshooting problems with computer hardware or software. Customer contact may include but is not limited to face-to-face, by telephone, and by email. Position will serve as the first point of contact for customer information needs.

This position is the first point of contact for customers to communicate with when they have a technical problem. They will handle complaints, provide appropriate technical assistance to customers, and follow up to resolve any customer experience issues.
This position will interact consistently with: customers, supervisors, and co-workers.
This position typically will advise and counsel: customers.
This position will supervise: N/A.

Job Duty 1 -
Field support calls, emails, and other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns, and Answer customer questions by providing service information and resolving problems and maintain customer contact database and website.

Job Duty 2 -
Answer customer questions by providing service information and resolving problems.

Job Duty 3 -
Consult with users to determine steps and procedures to identify and resolve the problem.

Job Duty 4 -
Identify, investigate, and resolve users' problems with computer software and hardware

Job Duty 5 -
Apply computer software, hardware, and procedures knowledge to solve problems.

Job Duty 6 -
Guide users through diagnostic and troubleshooting processes, including using diagnostic tools and software and following verbal instructions

Job Duty 7 -
For inquiries requiring more than a primary response, investigate and resolve customer issues directly, usually serving as the sole response source; follow up as necessary.

Job Duty 8 -
Engage in learning opportunities in other areas to gain a broader knowledge of the organization's services.

Job Duty 9 -
Remain current on policies, procedures, and practices as they apply to customer service.

Job Duty 10 -
Perform other related duties as assigned.

Educational Requirements
High School or GED
Equivalent combination of education and experience also acceptable

Other Required Qualifications
Occasionally stand and walk for up to 30 minutes at various times during the workday.

Required Experience
Zero to two years experience in customer technical support

Preferred Educational Qualifications
Technical Diploma in computer operations or related field

Prefer candidates who have completed and earned the CTO Training Certification

ABILITIES
Ability to explain technical issues to technical and non-technical employees and customers. Proficient with or the ability to quickly learn an array of computer hardware and software. Ability to work independently, collaboratively, and in teams.

KNOWLEDGE
Strong analytical and problem-solving skills. Proficient with Microsoft Office Suite or related software. Maintain knowledge of technological innovations and trends.

SKILLS
Robust phone contact handling and active listening skills. Customer orientation and ability to adapt/respond to different characters. Ability to multi-task, prioritize, and manage time effectively over an extended period.

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 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.

Work Location: Onsite Pay Rate: $20.67 - $21.63

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