Description

External Retirement Plan TRS or ORP Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information
On-campus, M-F 8AM-5PM consistently , 40 hours per week
Advertised Salary Commensurate with experience Posting Date 01/20/2026 Open until filled Yes Closing Date Proposed Starting Date 02/23/2026 Special Instructions to Applicants Location of Vacancy Athens Area EEO Policy Statement
The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
USG Core Values Statement
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 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.

Position Information

Classification Title IT Support Professional I FLSA Exempt FTE 1.00 Minimum Qualifications
Bachelor's degree in a related field or equivalent
Preferred Qualifications Position Summary
The specialist will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units.

• The individual in this position will serve as a technical lead in an area relevant to Franklin OIT support needs as well as manage workflows and delegate tasks within their support team. This position is also responsible for developing and maintaining relationships with key stakeholders (department or unit heads, business managers, directors) within supported units. Individuals in this position will need to interact with customers on the phone, electronically, and in-person. Some situations may take place in front of a classroom or auditorium setting.

Knowledge, Skills, Abilities and/or Competencies
Technical

• Excellent problem-solving and troubleshooting skills
• Experience supporting and maintaining standard desktop and laptop computers, peripherals, and operating systems
• Experience utilizing an endpoint management system (e.g. Ivanti, Spiceworks, JAMF, InTune)
• Experience developing and deploying desktop images using industry standard tools (e.g. PDQ, Ivanti, MDT, JAMF, SCCM, InTune; Franklin OIT utilizes PDQ, Ivanti, JAMF,and InTune)
• Experience with Active Directory, Azure AD/Entra
• Experience with endpoint protection platforms (Trend Micro ApexOne, Microsoft Defender Endpoint, or equivalent products)
• Knowledge of TCP/IP and experience troubleshooting wired and wireless networking.
• Familiarity with common productivity and security applications

Dependability and Integrity

• Meet agreed upon objectives and tasks for supported services
• Able to reliably meet and maintain a dependable work schedule during set hours
• Complete routine requests in a timely manner and by deadlines
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process
• Use data and critical thinking to make well-judged decisions that enhance processes
• Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM
• Working with team members to address gaps in coverage with supervisor input

Productivity

• Set and meet realistic goals
• Effectively manage time and stay on-task
• Document interactions with clients and routine tasks in a ticketing system
• Maintain productivity by delegating tasks with junior team members as appropriate
• Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals
• With minimal supervisor input, work with the team to help identify ways to improve processes and productivity.

Relationships and Serving Others

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications
• Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes
• Interact and build relationships with departmental leadership under the tutoring of your supervisor

Teamwork

• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college wide tools and standards
• Contribute to projects and tasks which have a college wide scope
• Be available and proactive in assisting co-workers and clients during the work day
• Participate in a college-wide call center; provide assistance over the phone to clients across the college
• Train and develop junior team members
• Manage workflows and processes within assigned team and with junior team members
• Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
• Maintain a service orientation by prioritizing the needs of others and delivering exceptional support
• With minimal supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts

Strategic Planning

• Demonstrate initiative in planning and organizing work within scope
• Participate in and facilitate decision making and problem solving
• Demonstrate alignment with Franklin OIT policies, and priorities
• Contribute to the development of standards and best practices
• Engage with other Arts & Sci IT Support Coordinators to explore new technologies, recommend alternative solutions, and provide feedback on strategic vision
• Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic
• Plan and promote ideas for operational improvements that meet the target strategy of the organization and in alignment with your supervisor's guidance

Physical Demands

• This position spends long periods of time sitting/standing at a desk
• This position will lift and move computer equipment independently or with assistance from colleagues
• This position will walk to meetings with clients in buildings that are geographically near each other and the individual's primary office

Is driving a responsibility of this position? No Is this a Position of Trust? Yes Does this position have operation, access, or control of financial resources? No Does this position require a P-Card? No Is having a P-Card an essential function of this position? No Does this position have direct interaction or care of children under the age of 18 or direct patient care? No Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) Yes Credit and P-Card policy
Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.
Background Investigation Policy
Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

Duties/Responsibilities

Duties/Responsibilities
This position will perform the following tasks at the specialist level; this position will consult with their supervisor and other colleagues as necessary to complete these tasks autonomously with minimal supervisor oversight:

• Manage and delegate tasks for a client support hub to coordinate IT support in multiple Franklin units; function as a member of that team to facilitate support.
• Train and develop technical skills with junior team members and mentor them on Franklin OIT standards and policies.
• Understand and implement Franklin OIT standards and policies.
• Serve as a technical lead and specialize in an area relevant to Franklin OIT support needs.
• Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
• Provide all aspects of support for desktop and laptop computers (Windows and MacOS) including security, networking, peripherals, hardware, and software.
• Deploy desktop computer images and collaborate with team members on image development and automation techniques.
• If authorized, perform some server-side tasks in collaboration with the Systems Management Team.
• Serve as a DNL (departmental network liaison) and maintain DHCP device records. Troubleshoot wired and wireless networking.
• Support scientific instruments attached to computers and provide limited support for research computing.
• Provide support for technology enhanced classrooms, computer labs, and videoconferencing individually and in front of an audience or classroom.
• Communicates and provides services effectively in person, over phone, through electronic means (e.g., ticketing and email), and possibly in front of a classroom audience.
• Maintains a regular and dependable working schedule in alignment with business hours.
• Make suggestions and provide plans for improvements and process efficiencies to leadership.

Percentage of time 50 Duties/Responsibilities

• Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk.
• Develop documentation, presentations, and training materials for clients and other audiences.
• Review and evaluate team member helpdesk ticketing operations and phone use through reports and data-driven decision making to improve service within the supported scope of units and support staff. Coordinate operations within the support group.
• Participate in the helpdesk telephone and messaging systems as part.
• Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT.
• Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions.
• Assist with planning and problem solving; explore alternatives and recommend solutions.

Percentage of time 25 Duties/Responsibilities

• Contribute to the development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects.
• Work with team members across Franklin to address coverage gaps.
• Help manage equipment life cycles, explore emerging technologies, and recommend solutions that help improve efficiency and effectiveness. Gather quotes and interact with vendors for support.
• Participate in and lead IT meetings at the department, college, and/or institutional level.

Percentage of time 20 Duties/Responsibilities

• Other duties as assigned

Percentage of time 5

Contact Information

Recruitment Contact

Contact Details
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.
Recruitment Contact Name Michael Hill Recruitment Contact Email foitnews@uga.edu Recruitment Contact Phone

Posting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant Documents

Required Documents

1. Resume/CV
2. Cover Letter

Optional Documents