PC Systems Analyst 2

Within each embedded support team, a PC Systems Analyst 2 (PCSA2) is dedicated to meeting the technology support needs of the assigned college(s), supporting Augusta University's mission of leadership and excellence in teaching, discovery, clinical care, and service. Under the general supervision of their team's leadership, the PCSA2 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 PCSA2 is committed to proactively reducing the 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 IT customer experience team. The PC Systems Analyst 2 (PCSA 2) is an experienced member of the customer experience team and is an expert in the support of our enterprise technologies., 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. 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 the usage of technology tools. 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). CROSS-TRAINING AND MENTORING: Provides cross-training and mentoring to other staff in Information Technology. 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. OTHER: Perform other duties as assigned., 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 driver's history report for the identified top candidate(s) for this position. We will initiate this through our Background Check Vendor; this report will come from the Department of Motor Vehicles. The selected candidate must have a valid driver's license. 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.

Do you have a valid Driver's License license?, Do you have experience in Customer communication?, Do you have a High school diploma or GED?, Bachelor's degree from an accredited college or university and two years of related experience OR Associate's degree from an accredited college or university and three years of related experience OR High School diploma, GED or equivalent from a recognized State or Federal accrediting organization and five years of related experience. Must possess and maintain a valid state driver's license., Technical certifications or experience working with: Comp TIA A+ certification, AVIXA CTS certification, Microsoft Office Specialist certification, Project Management certification (any level). Knowledge, Skills, & Abilities KNOWLEDGE Proficient in Microsoft Office and other computer software/databases In-depth knowledge of computer hardware, software, operating systems, and internet/network connectivity. SKILLS Detail-oriented with strong prioritization and organizational skills. Must be able to follow instructions; communicate standards, policies, and procedures. Provides clear, accurate information. Explains procedures or materials or provides supplemental information. Anticipates problems and questions. ABILITIES Ability to maintain confidentiality. Proven ability to communicate effectively verbally and in writing with customers to obtain all required information. 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 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. Ability to work with various personality types. Ability to work on a team and contribute constructively to discussions and projects.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Dental insurance
• Life insurance
• Paid holidays, Shift: Days; M-F (Work outside of the standard business hours may be required) Pay Band: B11 Salary: $56,600/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.

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 12,000 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.