Information Technology Support Engineer

Summary

Georgia Institute of Technology is a leading public research university committed to innovation and excellence in education and technology. The Information Technology Support Engineer role involves providing advanced technical support for complex hardware and software issues, developing IT policies, conducting training, and collaborating with teams to ensure efficient technology services for faculty, staff, and students.

Responsibilities

• Provide advanced technical support for complex hardware and software issues, diagnosing problems and implementing effective solutions
• Document technical processes, configurations, and solutions to create a knowledge base that supports continuous improvement in support services
• Assist in the development and implementation of Information Technology policies, procedures, and standards to ensure consistent and effective support operations
• Conduct training sessions for other Information Technology staff and end-users on technical topics, promoting knowledge sharing and skill development within the team
• Monitor and analyze system performance, identifying trends and potential issues to proactively address them before they impact users
• Stay informed about emerging technologies and industry trends, evaluating their potential impact on the institution and recommending adoption as appropriate
• Participate in project teams to implement new technology solutions, providing technical expertise and support throughout the project lifecycle
• Prepare and present reports on support activities, metrics, and system performance to management, highlighting successes and areas for improvement
• Collaborate with Information Technology teams to troubleshoot and resolve incidents that require specialized knowledge and expertise in technology systems
• Perform other job-related duties as assigned

Skills

• Associate's Degree in related discipline or equivalent combination of education and experience
• No prior relevant work experience required
• Bachelor's Degree in related discipline or equivalent; advanced certification may be preferred or required (some profiles may require additional education)
• Strong experience with Linux systems administration, with emphasis on Ubuntu and Red Hat Enterprise Linux
• Experience providing advanced technical support in a helpdesk or service desk environment, including troubleshooting complex hardware and software issues
• Demonstrated ability to document technical processes, configurations, and solutions, contributing to knowledge base development and service improvement
• Familiarity with IT service management practices, including developing or following IT policies, procedures, and standards
• Experience training or mentoring IT staff and/or end users on technical topics
• Strong customer service skills, with a commitment to responsiveness and user satisfaction in a support environment
• Prior experience working in higher education environments preferred
• Experience supporting or collaborating with research computing environments considered a strong plus

Qualifications

Must Haves

• Associate's Degree in related discipline or equivalent combination of education and experience
• No prior relevant work experience required

Nice to Haves

• Bachelor's Degree in related discipline or equivalent; advanced certification may be preferred or required (some profiles may require additional education)
• Strong experience with Linux systems administration, with emphasis on Ubuntu and Red Hat Enterprise Linux
• Experience providing advanced technical support in a helpdesk or service desk environment, including troubleshooting complex hardware and software issues
• Demonstrated ability to document technical processes, configurations, and solutions, contributing to knowledge base development and service improvement
• Familiarity with IT service management practices, including developing or following IT policies, procedures, and standards
• Experience training or mentoring IT staff and/or end users on technical topics
• Strong customer service skills, with a commitment to responsiveness and user satisfaction in a support environment
• Prior experience working in higher education environments preferred
• Experience supporting or collaborating with research computing environments considered a strong plus