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 ( - ). - Do you have a valid Driver's license? YES NO Applicant Documents Required Documents Resume/ CV Cover Letter List of References with Contact Information Optional Documents