Technical Support Associate
Georgia Institute of Technology, Atlanta, GA, United States
Job Title: Technical Support Associate
Location: Atlanta, Georgia
Employment Type: Full‑time, Regular
Job ID: 297814
Job Summary
Technical Support Associates provide assistance and troubleshooting for Information Technology systems, applications, and hardware. They respond to user inquiries, resolve technical issues, and ensure the smooth operation of Information Technology systems and services.
Responsibilities
Triage and route IT requests; gather required details, document troubleshooting, and prioritize by impact/urgency.
Resolve common issues (access, workstation/peripherals, connectivity) and escalated complex problems with clear context and notes.
Provide professional, customer‑focused support via email and Request Tracker (RT); request missing information and deliver timely updates/solutions.
Support IT asset purchasing, receiving, inventory, and lifecycle (tag/check‑in‑out/warranty/refresh‑disposal); maintain accurate RT/asset records; document outcomes and contribute to the knowledge base.
Provide technical assistance and support to end‑users for Information Technology systems, software, and hardware‑related issues.
Troubleshoot technical problems, identify root causes, and resolve IT issues in a timely and efficient manner.
Respond to user inquiries, service requests, and incidents via phone, email, or in‑person communication channels.
Document technical solutions, troubleshooting steps, and issue resolutions in IT ticketing systems.
Install, configure, and update software applications, drivers, and patches on user devices as needed.
Conduct user training, tutorials, and knowledge sharing sessions to enhance end‑user IT skills and knowledge.
Maintain IT equipment inventory, track hardware assets, and assist with equipment setup and deployment.
Adhere to IT policies, procedures, and security protocols to ensure data protection and system integrity.
Collaborate with IT teams and vendors to escalated complex technical issues and coordinate problem resolution.
Perform other job‑related duties as assigned.
Required Qualifications
High School Diploma, GED, or Vocational School Diploma. Vocational Training/Degree may be preferred or required.
No prior relevant work experience required.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P‑Card).
This position will not travel.
This position does not require security clearance.
Location: Atlanta, GA (Onsite)
Job grade: T03
Salary: $25.30-$28.00
Background Check
Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening
Equal Employment Opportunity
The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.
Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.
U.S. System of Georgia 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.
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Location: Atlanta, Georgia
Employment Type: Full‑time, Regular
Job ID: 297814
Job Summary
Technical Support Associates provide assistance and troubleshooting for Information Technology systems, applications, and hardware. They respond to user inquiries, resolve technical issues, and ensure the smooth operation of Information Technology systems and services.
Responsibilities
Triage and route IT requests; gather required details, document troubleshooting, and prioritize by impact/urgency.
Resolve common issues (access, workstation/peripherals, connectivity) and escalated complex problems with clear context and notes.
Provide professional, customer‑focused support via email and Request Tracker (RT); request missing information and deliver timely updates/solutions.
Support IT asset purchasing, receiving, inventory, and lifecycle (tag/check‑in‑out/warranty/refresh‑disposal); maintain accurate RT/asset records; document outcomes and contribute to the knowledge base.
Provide technical assistance and support to end‑users for Information Technology systems, software, and hardware‑related issues.
Troubleshoot technical problems, identify root causes, and resolve IT issues in a timely and efficient manner.
Respond to user inquiries, service requests, and incidents via phone, email, or in‑person communication channels.
Document technical solutions, troubleshooting steps, and issue resolutions in IT ticketing systems.
Install, configure, and update software applications, drivers, and patches on user devices as needed.
Conduct user training, tutorials, and knowledge sharing sessions to enhance end‑user IT skills and knowledge.
Maintain IT equipment inventory, track hardware assets, and assist with equipment setup and deployment.
Adhere to IT policies, procedures, and security protocols to ensure data protection and system integrity.
Collaborate with IT teams and vendors to escalated complex technical issues and coordinate problem resolution.
Perform other job‑related duties as assigned.
Required Qualifications
High School Diploma, GED, or Vocational School Diploma. Vocational Training/Degree may be preferred or required.
No prior relevant work experience required.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P‑Card).
This position will not travel.
This position does not require security clearance.
Location: Atlanta, GA (Onsite)
Job grade: T03
Salary: $25.30-$28.00
Background Check
Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening
Equal Employment Opportunity
The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The Institute is committed to maintaining a fair and respectful environment for all. To that end, and in accordance with federal and state law, Board of Regents policy, and Institute policy, Georgia Tech provides equal opportunity to all faculty, staff, students, and all other members of the Georgia Tech community, including applicants for admission and/or employment, contractors, volunteers, and participants in institutional programs, activities, or services. Georgia Tech complies with all applicable laws and regulations governing equal opportunity in the workplace and in educational activities.
Equal opportunity and decisions based on merit are fundamental values of the University System of Georgia ("USG") and Georgia Tech. Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of an individual's race, ethnicity, ancestry, color, religion, sex (including pregnancy), national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. Further, Georgia Tech prohibits citizenship status, immigration status, and national origin discrimination in hiring, firing, and recruitment, except where such restrictions are required in order to comply with law, regulation, executive order, or Attorney General directive, or where they are required by Federal, State, or local government contract.
U.S. System of Georgia 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.
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