Job description

Posting Details

Posting Details

Posting NumberS03784PWorking TitleIT PROFESSIONAL ASSOCIATEDepartmentFranklin 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 PlanTRSEmployment TypeEmployeeBenefits EligibilityBenefits EligibleFull/Part timeFull TimeWork ScheduleAdditional Schedule Information

40 hours per week, M-F

Advertised SalaryCommensurate with experiencePosting Date08/14/2019Open until filledYesClosing DateProposed Starting Date09/23/2019Special Instructions to Applicants

Must be a current UGA employee.

Location 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 Technical/Paraprofessional/ProfessionalPay Grade112FLSANon-ExemptJob FamilyITFTE1.00Minimum Qualifications

Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. 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 work as part of a team to meet the support needs of faculty and staff within Franklin College. This position is also responsible for developing and maintaining relationships with supported faculty and staff and working with senior team members to manage these relationships.

Knowledge, Skills, Abilities and/or Competencies


- Basic problem-solving and troubleshooting skills
- Experience supporting and maintaining standard desktop and laptop computers, peripherals, and operating systems
- Knowledge of endpoint management; experience with endpoint management tools (eg Ivanti, Spiceworks)
- Experience deploying desktop images using industry standard tools (eg Ghost, Ivanti, MDT; Franklin OIT utilizes Ivanti)
- Knowledge of 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 and tasks for supported services
- Complete routine requests in a timely manner
- Create a seamless experience for clients
- Participate in an annual performance development process


- Set and meet realistic goals
- Manage time and stay on-task
- Document interactions with clients and routine tasks in a ticketing system


- Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
- Promote positive morale and serves 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
- Utilize college wide tools and followed standards
- Contribute to the development and maintenance of services which impact direct support area
- Be available and proactive in assisting co-workers and clients during the work day
- Participate in a college-wide call center; provide assistance over the phone to clients across the college.

Strategic Planning

- Demonstrate initiative in planning and organizing work within scope
- Participate in problem solving and contribute feedback in decision making
- Demonstrate alignment with Franklin OIT policies, and priorities
- Provide feedback on the development of standards and best practices
- Engage with senior team members to explore new technologies, develop new skills, and provide feedback related to direct support area

Physical Demands

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

Lift and move computer equipment independently or with assistance from colleagues

Meet 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, or patient records)?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 assigned and incoming tasks to facilitate client support
- Train and develop technical skills
- Understand and implement Franklin OIT standards and policies
- Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned
- Provide defined aspects of support for desktop and laptop computers (Windows and Mac) including security, networking, peripherals, hardware, and software
- Deploy desktop computer images
- 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 time60 Duties/Responsibilities


- Use a ticketing system to manage his/her time and track requests; this position will participate in a college-level helpdesk
- Develop documentation, presentations, and training materials for clients and other audiences. Provide training on an as needed basis
- With the assistance of senior team members, 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
- Work with senior team members to plan work and solve complex problems; explore alternatives and recommend solutions

Percentage of time20 Duties/Responsibilities


- Collaborate with colleagues in Franklin OIT to develop and support services as they directly pertain to assigned support area
- Work with team members across Franklin to address coverage gaps
- Help manage equipment life cycles. Gather quotes as needed and interact with vendors for support
- Attend and participate in IT meetings at the department, college, and/or institutional level

Percentage of time15 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: 8/15/2019
    Application Due: 10/14/2019
    Work Type: