As a comprehensive institution of the University System of Georgia, Valdosta State University (VSU) is a welcoming, aware, and vibrant community founded on and dedicated to serving our communities’ rich and diverse heritages. Through excellence in teaching, basic and applied research, and service, VSU provides rigorous programs and opportunities that enrich our students, our university, and our region. As such, the VSU mission consists of three interrelated parts that includes a student mission, university mission and regional mission. The university is equally dedicated to the core values of community, including a commitment to practice civility, integrity and citizenship. As members of this community and proud Blazers we strive to uphold these core values for the advancement of the University.

Provide front-line support of institutional users of enterprise applications, desktops, networks, and information resources.

The Solutions Center is an inbound only call center that handles issues regarding three main areas to include: VSU Welcome Center, Information Technology, and VSU Admissions where the use of telephony, computer technology and applications are used to take calls. You will prioritize, categorize, and resolve problems for our customers and escalate some via a ticketing system known as the Ivanti Service Manager’s (ISM) Technology Services Portal (TSP).

Typical Allocation of Duties

Respond to user inquiries and resolves problems - 50%
Answer user inquiries regarding software or hardware operation in order to resolve problems. Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support. Refer complex problems to vendors or supervisor for service.

Oversees systems operations - 20%
Oversees daily operations of assigned computer systems.

Maintain records - 15%
Maintain record of daily transactions, problems, remedial actions taken, and installations completed.

Equipment set up - 15%
Set up equipment for employee and student use, ensuring the proper installation of cables, operating systems, or software.

Supervisor Expectations

• Valid Driver’s License.

• Primarily an on-premises position located at the university’s main campus at Odum Library where the environment is composed of Windows PCs (physical and virtual), Macs, and iOS devices.

• Schedule Flexibility. We have extended daily hours of operation that can, and may, include weekends.

• Strong teamwork with a Customer Service oriented mindset and desire to help others.

• Serve as the Admissions liaison between the Solutions Center and the Admissions Department.

• Serve as the Technology liaison between the Solutions Center and the Information Technology (IT) Department.

• Responsible for collaboration, knowledge gathering, documentation and transfer of information to team members via training.

• Serve as administrator for ISM/TSP where basic programming, syntax, problem-solving and modern programming techniques are a plus.

• Team oriented mindset willing to train and develop others.

• Understands non-IT departmental needs.

• Collaborates with IT departments.

• Organized with good written and verbal communication skillset.

Required Experience
Associate's degree and three (3) years of related work experience.

$38,427

Employment is contingent upon successful completion of a background check. Position May Require Credit Check (if using P-Card, working with Cash, etc.).

Position Requires completion of VSU’s Annual Compliance Training course (such as State Business Transactions, Drug Free Workplace, Anti-Harassment Policy, Introduction to Information Security, Workers Compensation, Motor Vehicle Policy, USG Ethics Policy, Conflict of Interest/ Outside Activities Policy, Leave Procedures for Faculty and Staff, Georgia Open Records Act, Family Educational Rights and Privacy Act (FERPA), and Contracts 101. Supervisory positions require training in FMLA and Worker’s Compensation.

Valdosta State University is an Equal Opportunity educational institution and has a strong institutional commitment to diversity and inclusion. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including, but not limited to minorities and individuals with disabilities. Valdosta State University has a non-discrimination policy that includes sex, race, color, sexual orientation, religion, age, marital status, national origin, disability, and veteran status.

VSU reserves the right to:

• View social media outlets
• Check references at any point during the search process
• Shut down a posting without additional notification.

• Position of Trust + Credit

If you are a qualified individual with a disability, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings, apply for a job on this site, or participate in the search process as a result of your disability. You can request reasonable accommodations by contacting Catherine Wills, in the Office of Human Resources at croark@valdosta.edu.