Description

Posting Details

Posting Number

S15018P

Working Title

IT Client Support Specialist

Department

ENGR-Information Technology

About the University of Georgia

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state's flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

About the College/Unit/Department

The College of Engineering at the University of Georgia is one of the fastest growing programs at UGA and one of the fastest growing public colleges of engineering in the nation. Since our founding in 2012, enrollment in the College of Engineering has grown to over 2,400 students. Students and faculty alike are attracted to our setting in a comprehensive, land-grant, research institution that's consistently ranked among the 20 best public universities in the nation. Our rapidly expanding engineering program focuses on opportunities for learning, discovery and innovation at the confluence of disciplines.

College/Unit/Department website

https://engineering.uga.edu/

Posting Type

External

Retirement Plan

TRS

Employment Type

Employee

Benefits Eligibility

Benefits Eligible

Full/Part time

Full Time

Work Schedule

Additional Schedule Information

• This is a full-time position with standard university business hours of 8am-5pm.
• This position is 100% in person, working on the main Athens campus.

Advertised Salary

$48,000+ ; based on experience

Posting Date

04/20/2026

Open until filled

Yes

Closing Date

Proposed Starting Date

05/18/2026

Special Instructions to Applicants

In addition to your UGA Jobs application, please also include:

• cv/resume
• cover letter
• 3 professional references with contact information

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 25 institutions of higher education and learning, as well 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 08.02.18.01.02.

Additionally, USG supports Freedom of Expression as stated in Board Policy 06.05 Freedom of Expression and Academic Freedom.

Position Information

Classification Title

IT Support Technician II

FLSA

Non-Exempt

FTE

1.00

Minimum Qualifications

High school diploma or equivalent and 2 years of related experience

Preferred Qualifications

• 2+ years experience in IT or client support related positions.
• Experience providing IT or customer support to the University System of Georgia and/or UGA clients.

Position Summary

The IT Client Support Specialist will perform non-exempt-level information technology work supporting the faculty, staff, and students at the College of Engineering. This role will interact with a wide array of faculty, staff, and student clients in person, via email, and in group settings. Strong critical thinking, analytical, and troubleshooting skills will be necessary for success. This position requires a working technical knowledge of IT equipment, computer imaging processes, documentation of procedures, and the tracking of tasks completed, along with communication via a support request ticketing system.

This position will serve as an integral part of the college's IT team - serving the faculty, staff, and students of the College of Engineering. Professionalism and customer service skills are paramount.

This position may involve acquiring additional certifications or training to accomplish some tasks.

Knowledge, Skills, Abilities and/or Competencies

• Extensive experience with Windows 11
• Experience with Mac OS, IOS , and Android
• Experience with desktop imaging
• Working knowledge of Active Directory
• Excellent written and verbal communication skills
• Works well with other team members
• Experience with network printers
• Extensive experience with Microsoft Office
• Experience with Microsoft 365
• Working knowledge of Microsoft Teams

Physical Demands

Typical office environment. May need to lift equipment up to 50 lbs. Driving as needed to perform job-related duties.

Is driving a responsibility of this position?

Yes

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?

Yes

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

Client Services

• Prioritize incoming requests, projects, and tasks while maintaining accurate documentation and status updates within the RT ticketing system.
• Provide technical assistance to end users through in-person support, phone, email, and remote-access tools.
• Troubleshoot and resolve Tier 2 support issues; collaborate with senior IT staff to assist with Tier 3 escalations.
• Serve as the bridge between basic troubleshooting and advanced engineering work, handling issues requiring deeper technical knowledge, elevated access, and advanced diagnostic skills.
• Perform advanced troubleshooting, including:
  • Resolving escalated tickets from Level 1
  • Diagnosing complex hardware, software, and network issues
  • Conducting root-cause analysis to prevent recurring problems

Percentage of time

50

Duties/Responsibilities

Technology Build and Deployment

• Image, configure, and deploy new computers and related equipment for faculty, staff, and students.
• Ensure all deployed devices meet organizational standards for security, software, and configuration.
• Assist with lifecycle management of client hardware, including setup, replacement, and decommissioning.

Percentage of time

25

Duties/Responsibilities

Client Systems Image Management

• Build, maintain, and update Microsoft Windows system images for client device deployments.
• Test, validate, and document image changes to ensure compatibility, stability, and compliance with organizational requirements.
• Coordinate with IT leadership to schedule image updates and rollout cycles.

Percentage of time

10

Duties/Responsibilities

IT Procedure Documentation

• Develop, maintain, and update technical procedures, standard operating procedures (SOPs), and knowledge base articles for internal IT processes.
• Document troubleshooting steps, system configurations, deployment workflows, and support best practices to ensure consistency across the IT team.
• Translate technical information into clear, user-friendly documentation for both technical and non-technical audiences.
• Review and revise documentation regularly to ensure accuracy as systems and tools evolve.
• Collaborate with IT staff to capture institutional knowledge and maintain a centralized documentation repository.

Percentage of time

10

Duties/Responsibilities

Other duties as assigned

• Other duties as assigned that will contribute to the success of the IT team and the technology and access needs for the College of Engineering.
• Complete/attend UGA /College trainings, meetings as requested.
• Work with existing and new IT staff members to ensure IT goals are met.

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

Matt Tiffany

Recruitment Contact Email

mtiffany@uga.edu

Recruitment Contact Phone

Posting Specific Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a valid Driver's license?
   • YES
   • NO

Applicant Documents

Required Documents

1. Resume/CV
2. Cover Letter
3. List of References with Contact Information

Optional Documents