Information Technology Support Engineer

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 School of Industrial and Systems Engineering at Georgia Institute of Technology
The H. Milton Stewart School of Industrial and Systems Engineering (ISyE) has achieved national and international prominence through its tradition of unparalleled excellence and leadership in research, education, and service. ISyE has almost fifty world-class faculty members, top-notch students including 1,500 undergraduates and 400 graduate students, outstanding curricula, and extensive research focused on improving quality of life. ISyE supports a broad spectrum of academic concentrations with several that have achieved best-in-class rankings. Fifteen different academic degrees are awarded by ISyE, from the bachelor to the Ph.D. level.

Information Technology Support Engineers provide advanced technical support and solutions for complex hardware and software issues within the institution. This role involves diagnosing problems, implementing fixes, and collaborating with other IT teams to ensure the reliability and efficiency of technology services provided to faculty, staff, and students.

Job Duty 1 -
Provide advanced technical support for complex hardware and software issues, diagnosing problems and implementing effective solutions.

Job Duty 2 -
Document technical processes, configurations, and solutions to create a knowledge base that supports continuous improvement in support services.

Job Duty 3 -
Assist in the development and implementation of Information Technology policies, procedures, and standards to ensure consistent and effective support operations.

Job Duty 4 -
Conduct training sessions for other Information Technology staff and end-users on technical topics, promoting knowledge sharing and skill development within the team.

Job Duty 5 -
Monitor and analyze system performance, identifying trends and potential issues to proactively address them before they impact users.

Job Duty 6 -
Stay informed about emerging technologies and industry trends, evaluating their potential impact on the institution and recommending adoption as appropriate.

Job Duty 7 -
Participate in project teams to implement new technology solutions, providing technical expertise and support throughout the project lifecycle.

Job Duty 8 -
Prepare and present reports on support activities, metrics, and system performance to management, highlighting successes and areas for improvement.

Job Duty 9 -
Collaborate with Information Technology teams to troubleshoot and resolve incidents that require specialized knowledge and expertise in technology systems.

Job Duty 10 -
Perform other job-related duties as assigned.

Educational Requirements
Bachelor's Degree in related discipline or equivalent combination of education and experience. Advanced certification may be preferred or required (some profiles may require additional education).

Required Experience
Six or more years of relevant experience.

• Preferred Work Experience: Experience with devops/systems administration of linux servers and workstations. Storage infrastructure solutions including Ceph, ZFS, and/or other resilient data storage technologies. Infrastructure as code practices leveraging templating technology such as Terraform, AWS CloudFormation, or Azure Resource Manager.
• Preferred Certifications: N/A
• Preferred Skills: Broad set of technical knowledge crossing multiple IT systems and services; Agility in learning and applying new emerging technologies

• Linux and associated OS/application deployment technologies
• Containers and container management
• CI/CD practices and tools
• Databases and SQL
• Github and Github workflows
• Endpoint configuration management tools (such as Ansible, SALT, or Puppet)
• UNIX scripting (bash, python, php, etc.)
• Server virtualization technologies such as VMware ESX, OpenStack, Proxmox

Excellent skills in problem solving, decision making, customer service, system documentation. Knowledge of how to identify and mitigate vulnerabilities posing threats to information assets will be a plus. Proven ability to work across organizations to build partnerships, develop stakeholder buy-in and support, and influence without direct authority. Ability to work in a collaborative, distributed environment. Strong communication, organization, and presentation skills.

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 on-line 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 on-line at https://www.usg.edu/policymanual/section6/C2653.

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 individuals 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.

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.

Successful candidate must be able to pass a background check. Please visit http://policylibrary.gatech.edu/employment/pre-employment-screening

SALARY RANGE - $91k - $120k

LOCATION - Atlanta, GA

JOB GRADE: T06