Job description

About Us Augusta University is Georgia's innovation center for education and health care, training the next generation of innovators, leaders, and healthcare providers in classrooms and clinics on four campuses in Augusta and locations across the state. More than 10,500 students choose Augusta for educational opportunities at the center of Georgia's cybersecurity hub and experiential learning that blends arts and application, humanities, and the health sciences. Augusta is home to Georgia's only public academic health center, where groundbreaking research is creating a healthier, more prosperous Georgia, and world-class clinicians are bringing the medicine of tomorrow to patient care today. Our mission and values https://www.augusta.edu/about/mission.php make Augusta University an institution like no other. Augusta University's distinct characteristics in education and research include real-world experiences and community engagement, as well as a culture of building community, corporate and government partnerships that address health, security, economic and societal concerns locally and across the state. The University System of Georgia https://www.usg.edu/hr/orientation/welcome_to_the_board_of_regents_university_system_office 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 online 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 online at https://www.usg.edu/policymanual/section6/C2653 . Location Augusta University- Our Health Sciences Campus: 1120 15th Street, Augusta, GA 30912 Our Summerville Campus: 2500 Walton Way, Augusta, GA 30904 College/Department Information The Division of Information Technology's mission at Augusta University is to anticipate and respond effectively to a changing world with agile, innovative, robust and secure services that educate and inspire students, empower clinicians, educators, researchers and administrators, advance learning, discovery and care. Job Summary Within each embedded support team, a PC Systems Analyst (PCSA) is devoted to the technological support needs of the college(s) in that area as they seek to further Augusta University's mission of providing leadership and excellence in teaching, discovery, clinical care, and service. Under the general supervision of their team's leadership, the PCSA is an IT rescue "go-to" for their community, and provides fast, professional and friendly resolution for the barriers that appear in modern computing on a regular basis. Furthermore, the PCSA is committed to proactively reducing frequency and impact of these problems in the first place. They are always looking for ways to improve processes and maximize time and cost efficiencies for the university. In addition to traditional IT support and troubleshooting, this role provides consultation and individualized training for faculty and staff use of enterprise technologies, including hardware, software and web applications, escalating to appropriate teams where appropriate and ensuring accurate documentation throughout. This is a fast-paced, challenging, and mobile role, and an important part of the customer experience team. The PC Systems Analyst 2 (PCSA 2) is an experienced member of the customer experience team and is an expert in support of our enterprise technologies. Because of this experience and expertise, the PCSA 2 provides training and mentorship to other team members, especially those who are new to AU IT. Responsibilities The duties include but are not limited to: TROUBLESHOOTING AND SUPPORT: Provides troubleshooting, training and support for software and hardware, including internet and network connectivity for PCs, Macs, mobile devices and peripherals including classroom podium workstations. Implements and monitors standards and procedures, facilitates data backup and recovery, and maintains service logs. Gains expert level knowledge on the use of the workstation management tools. Escalates or involves other teams when necessary. Creates, maintains, and completes required information on service requests in an incident management system. CONSULTATION AND TRAINING: Advises and consults with customers on the use of enterprise systems and software tools to enhance productivity and improve customer experience while promoting good cybersecurity practices/hygiene. Trains staff and faculty on new and existing productivity tools (collaboration, virtual meeting, cloud storage, etc). DOCUMENTATION AND DEVELOPMENT OF SUPPORT MATERIALS: Provides clear documentation of work through diligent ticketing. Develops both forward-facing and internal knowledge base articles documenting internal processes as well as usage of technology tools. COMMUNICATION: Provides clear, accurate and timely information for outstanding issues to customers and the same quality to other units in IT when investigating and pursuing resolution for unusual and/or broader problems TRAINING: Provides cross-training and mentoring to other staff in Information Technology OTHER : Perform all other duties as assigned. Required Qualifications Bachelor's degree from an accredited college or university in Computer Science or related field and one year of related experience OR Associate's degree/Technical Diploma from an accredited college or university in Computer Science or related field and three years of demonstrated related field experience OR High School diploma, GED or equivalent from a recognized state or federal accrediting organization and three years of related field experience and at least two applicable certificates. Knowledge, Skills, & Abilities KNOWLEDGE In depth knowledge of computer hardware, software, operating systems, and internet/network connectivity. Proficient in Microsoft Office and other computer software/databases. Skills Excellent interpersonal, written, and verbal communication skill. Detail-oriented with strong prioritization and organizational skills. Abilities Proven ability to communicate effectively verbally, and in writing with customers to obtain all required information necessary to determine and address their specific needs. Proven ability to work effectively within a team. Proven ability to develop an effective, collaborative working relationship with a variety of representative groups. Ability to maintain confidentiality. Ability to analyze a problem and define/implement the solution to the problem. Ability to manage time wisely and in an organized manner to best complete a given set of tasks. Shift/Salary/Benefits Shift: Days; M-F (Work outside of the normal business hours may be required) Pay Band: B11 Salary: $56,600/annually - $56,700/annually Salary to be commensurate with qualifications of the selected candidate within the established range (generally minimum-midpoint) of the position Recruitment Period: Until Filled Augusta University offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays. Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today! Conditions of Employment All selected candidates are required to successfully pass a Background Check review prior to starting with Augusta University. If applicable for the specific position based on the duties: the candidate will also need to have a credit check completed for Positions of Trust and or approved departmental Purchase Card usage. Motor vehicle reports are required for positions that are required to drive an Augusta University vehicle. For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation. All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive [patient, student, employee, financial, business, etc.] information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Driver's License Statement The Human Resources Division will request a recent driver's history report from the selected candidate. This report must come from the Department of Motor Vehicles and the fee will be paid for by the candidate. This report will be required prior to an offer being extended by Human Resources and must be from the state(s) in which the candidate has lived in for the past three years. Other Information This position is also responsible for promoting a customer-friendly environment and providing superior service to our patients, students, faculty, and employees. "Augusta University is a patient-and family-centered care institution, where employees partner every day with patients and families for success." Augusta University is a tobacco-free environment, and the use of any tobacco products on any part of the campus, both inside and outside, is strictly prohibited. Equal Employment Opportunity Augusta University is proud to be an equal opportunity employer welcoming applicants from underrepresented groups, including individuals with disabilities and veterans. How To Apply Consider applying with us today! https://www.augusta.edu/hr/jobs/ Select University Faculty & Staff > External Applicants if you are a candidate from outside the university Select University Faculty & Staff > Internal Applicants if you are a current university employee If you need further assistance, please contact us at 706-721-9365

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