Address
Form of workLocation: Atlanta, Georgia
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 267888
About Us
Overview
Georgia Tech prides itself on its technological resources, collaborations, high-quality student body, and its commitment to building an outstanding and diverse community of learning, discovery, and creation. We strongly encourage applicants whose values align with our institutional values, as outlined in our Strategic Plan. These values include academic excellence, diversity of thought and experience, inquiry and innovation, collaboration and community, and ethical behavior and stewardship. Georgia Tech has policies to promote a healthy work-life balance and is aware that attracting faculty may require meeting the needs of two careers.
About Georgia Tech
Georgia Tech is a top-ranked public research university situated in the heart of Atlanta, a diverse and vibrant city with numerous economic and cultural strengths. The Institute serves more than 45,000 students through top-ranked undergraduate, graduate, and executive programs in engineering, computing, science, business, design, and liberal arts. Georgia Tech's faculty attracted more than $1.4 billion in research awards this past year in fields ranging from biomedical technology to artificial intelligence, energy, sustainability, semiconductors, neuroscience, and national security. Georgia Tech ranks among the nation's top 20 universities for research and development spending and No. 1 among institutions without a medical school.
Georgia Tech's Mission and Values
Georgia Tech's mission is to develop leaders who advance technology and improve the human condition. The Institute has nine key values that are foundational to everything we do:
1. Students are our top priority.
2. We strive for excellence.
3. We thrive on diversity.
4. We celebrate collaboration.
5. We champion innovation.
6. We safeguard freedom of inquiry and expression.
7. We nurture the wellbeing of our community.
8. We act ethically.
9. We are responsible stewards.
Over the next decade, Georgia Tech will become an example of inclusive innovation, a leading technological research university of unmatched scale, relentlessly committed to serving the public good; breaking new ground in addressing the biggest local, national, and global challenges and opportunities of our time; making technology broadly accessible; and developing exceptional, principled leaders from all backgrounds ready to produce novel ideas and create solutions with real human impact.
About the The Georgia Tech Research Institute (GTRI) at the Georgia Institute of Technology
The Georgia Tech Research Institute (GTRI) is the nonprofit, applied research organization of the Georgia Institute of Technology (Georgia Tech). Founded in 1934 as the Engineering Experiment Station, GTRI has grown to more than 2,900 employees supporting eight laboratories in over 20 locations around the country. In FY2023 GTRI had over $941M of problem-solving research awards for government and industry.
Each day, GTRI's science and engineering expertise is used to turn ideas into workable solutions for our customers. We take the best ideas, often co-developed with our Georgia Tech academic partners, and turn them into systems applications that provide a significant technological advantage over other approaches.
Lead a team to deliver support to end users in the unit about how to use various types of software programs efficiently and effectively. This includes troubleshooting applications and software. Design, develop, and deliver training programs for software applications and related courseware. Provide technical guidance and work assignments to junior team members. This position will interact on a consistent basis with: Users of assigned software applications internal and external to unit, central IT office staff, contractors and vendors.This position typically will advise and counsel: Users, IT staff, contractors and vendors.This position will supervise: May supervise junior team members.
ResponsibilitiesJob Duty 1 -
Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
Job Duty 2 -
Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems. Provide Application Support for escalated and complex issues.
Job Duty 3 -
Lead a team and perform hands-on fixes including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
Job Duty 4 -
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Job Duty 5 -
Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Job Duty 6 -
Lead the research efforts for software application products and services in support of development and purchasing efforts.
Job Duty 7 -
Lead the testing of new and existing software applications under development or consideration for purchase.
Job Duty 8 -
Coordinate with department heads to assess departmental application training needs and objectives. Lead the design, development, and delivery of software applications training programs and individual classes.
Job Duty 9 -
Determine needs and lead preventative maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, etc.
Job Duty 10 -
Perform other duties as assigned
Educational Requirements
Bachelor's Degree in computer science, information systems, or related field, or equivalent combination of education and experience
Other Required Qualifications
Occasional travel between training locations required; sitting for extended periods of time; dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components; lifting and transporting of moderately heavy objects, such as computers and peripherals.
Required Experience
Four to five years of job related experience
Additional Preferred Qualifications
Certifications in specific software supported.
Salary Range: $88,760 - $120,714
Location: Atlanta, GA
Job Grade: I6
Knowledge, Skills, & AbilitiesSKILLS
This job requires in-depth, hands-on knowledge of and experience with enterprise and desktop applications that are assigned; proven experience with troubleshooting principles, methodologies, and issue resolution techniques; broad knowledge of programming languages and techniques; ability to develop and interpret technical documentation for training and end user procedures; experience with building and maintaining databases for query and problem tracking; good analytical and problem-solving abilities; ability to present ideas in business-friendly and user-friendly language; very strong customer service orientation; excellent written, oral, interpersonal, and presentation skills; experience working in a team-oriented, collaborative environment.
The Georgia Institute of Technology (Georgia Tech) is an Equal Employment Opportunity Employer. The University 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 University 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.
Georgia Tech prohibits discrimination, including discriminatory harassment, on the basis of race, ethnicity, ancestry, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, national origin, age, disability, genetics, or veteran status in its programs, activities, employment, and admissions. This prohibition applies to faculty, staff, students, and all other members of the Georgia Tech community, including affiliates, invitees, and guests. 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.
All members of the USG community must adhere to the USG Statement of Core Values, which consists of Integrity, Excellence, Accountability, and Respect. These values shape and fundamentally support our University¿s work. Additionally, all faculty, staff, and administrators must also be aware of and comply with the Board of Regents and Georgia Institute of Technology's policies on Freedom of Expression and Academic Freedom. More information on these policies can be found here: Board of Regents Policy Manual | University System of Georgia (usg.edu).
This is 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.
Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening
