Job description

Posting Details

Posting Details

Posting NumberS03676PWorking TitleARTS & SCI IT SUPPORT COORDDepartmentFranklin College Information TechnologyAbout the University of Georgia

The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities is the state’s oldest, most comprehensive, and most diversified institution of higher education ( UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,600 full-time staff. The University’s enrollment exceeds 36,000 students including over 27,500 undergraduates and over 8,500 graduate and professional students. Academic programs reside in 17 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

About the College/Unit/Department

The Franklin College Office of Information Technology (Franklin OIT) is a member of the Dean’s Office and employs more than 40 full-time employees and student workers. As a Help Desk Institute (HDI) Team Certified Organization, Franklin OIT is dedicated to providing exceptional IT support and leadership characterized by optimism, accountability, teamwork, and continuous improvement. Franklin OIT offers a variety of college-wide IT services for free and cost recovery rates. The office is responsible for overseeing department-level and college-wide technology purchases including computer lifecycle, faculty start-up, and student technology fee needs.

College/Unit/Department websitehttp://oit.franklin.uga.eduPosting TypeInternal (PEP)Retirement PlanTRS or ORPEmployment TypeEmployeeBenefits EligibilityBenefits EligibleFull/Part timeFull TimeWork ScheduleAdditional Schedule Information

Monday – Friday, 40 hours a week

Advertised SalaryCommensurate with experiencePosting Date08/01/2019Open until filledYesClosing DateProposed Starting Date09/01/2019Special Instructions to ApplicantsLocation of VacancyAthens Area EEO Policy Statement

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status.

Position Information

Classification TitleIT Client Support ProfessionalPay GradeFLSAExemptJob FamilyGeneral ClericalFTE100Minimum Qualifications

Requires at least a baccalaureate degree in the field. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications

- BA or BS preferred. Relevant certifications desired.

- All team members are expected to be HDI Support Center Analyst certified. Franklin OIT arranges for all new hires who are not certified to attend HDI SCA training and funds one certification exam attempt.

Position Summary

This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units.

The ideal candidate for this position is prepared to serve as a technical lead in an area relevant to Franklin OIT support needs as well as manage workflows and delegate tasks within their support team. This position is also responsible for developing and maintaining relationships with key stakeholders (department or unit heads, business managers, directors) within supported units.

Knowledge, Skills, Abilities and/or Competencies


- Excellent problem-solving and troubleshooting skills

- Experience supporting and maintaining standard desktop and laptop computers, peripherals, and operating systems

- Experience utilizing an endpoint management system (eg Ivanti, Spiceworks)

- Experience developing and deploying desktop images using industry standard tools (eg Ghost, Ivanti, MDT; Franklin OIT utilizes Ivanti)

- Experience with Active Directory

- Knowledge of TCP/IP and experience with troubleshooting wired and wireless networking

- Familiarity with common productivity and security applications


- Meet agreed upon objectives of projects and tasks

- Complete routine requests in a timely manner

- Create a seamless experience for clients

- Perform at a consistently high standard

- Participate in an annual performance development process


- Set and meet realistic goals

- Effectively manage time and stay on-task

- Document interactions with clients and routine tasks in a ticketing system

- Maintain productivity by delegating tasks with junior team members as appropriate


- Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers

- Promote positive morale and serve as a positive representative of Franklin OIT

- Attend department and college activities

- Serve as an example for colleagues

- Demonstrate professionalism and clarity in written and verbal communications


- Demonstrate personal accountability and avoid blaming others

- Participate in the usage and implementation of college wide tools and standards

- Contribute to projects and tasks which have a college wide scope

- Be available and proactive in assisting co-workers and clients during the work day

- Train and develop junior team members

- Manage workflows and processes within assigned team and with junior team members

Strategic Planning

- Demonstrate initiative in planning and organizing work within scope

- Participate in and facilitate decision making and problem solving

- Demonstrate alignment with Franklin OIT policies, and priorities

- Contribute to the development of standards and best practices

- Engage with other Arts & Sci IT Support Coordinators to explore new technologies, recommend alternative solutions, and provide feedback on strategic vision

Physical Demands

- This position spends long periods of time sitting/standing at a desk

- Llift and move computer equipment independently or with assistance from colleagues

- Meeting with clients in buildings that are geographically near each other and the individual’s primary office

Is driving a responsibility of this position?Does this position have operation, access, or control of financial resources?NoDoes this position require a P-Card? NoIs having a P-Card an essential function of this position? NoDoes this position have direct interaction or care of children under the age of 18 or direct patient care?NoDoes this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications)YesCredit 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.



- Manage and delegate tasks for a client support hub to coordinate IT support in multiple Franklin units; function as a member of that team to facilitate support

- Train and develop technical skills with junior team members and mentor them on Franklin OIT standards and policies

- Serve as a technical lead and specialize in an area relevant to Franklin OIT support needs

- Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned

- Provide all aspects of support for desktop and laptop computers (Windows and Mac) including security, networking, peripherals, hardware, and software

- Deploy desktop computer images and collaborate with team members on image development

- Perform some server-side tasks in collaboration with the Systems Management Team

- Serve as a DNL (domain network liaison) and keep DHCP entries up to date. Troubleshoot wired and wireless networking on an as-needed basis

- May support scientific instruments attached to computers and provide limited support for research computing

- Provide support as needed for technology enhanced classrooms, computer labs, and videoconferencing

Percentage of time50 Duties/Responsibilities


- Use a ticketing system to manage his/her time and track requests; this position will participate in a college-level help desk

- Develop documentation, presentations, and training materials for clients and other audiences. Provide training on an as needed basis

- Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT

- Assist with planning and problem solving; explore alternatives and recommend solutions

Percentage of time25 Duties/Responsibilities


- Contribute to the development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects

- Work with team members across Franklin to address coverage gaps

- Help manage equipment life cycles, explore emerging technologies, and recommend solutions that may help improve efficiency and effectiveness Gather quotes as needed and interact with vendors for support

- Participate in and lead IT meetings at the department, college, and/or institutional level

Percentage of time20 Duties/Responsibilities


- Other duties as assigned

Percentage of time5Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Are you a current employee of the University of Georgia?
    • No Response
    • No
    • Yes
Applicant DocumentsRequired Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents




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    Job No:
    Posted: 8/2/2019
    Application Due: 10/17/2019
    Work Type: