Posting Details

Posting NumberG/R09896PWorking TitleIT Professional Assistant (Part-time; NBE)DepartmentEITS Client ServicesAbout 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 (http://www.uga.edu/). 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/DepartmentCollege/Unit/Department websiteEmployment TypeEmployeeAdditional Schedule Information

Weekends from 1pm – 7pm on Saturday and Sundays. Some additional hours Monday – Friday, as needed.

Advertised Salary$14.00 per hourAnticipated Start Date09/07/2020Posting Date09/01/2020Closing DateOpen Until FilledYesSpecial Instructions to ApplicantsLocation of VacancyAthens Area EOO 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. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

Duties/Responsibilities

Please approximate the percentage of time spent on each task (out of 100%) during a typical work week. List these tasks in order of importance, with the most critical task coming first. Do not list more than 6 entries – do not go below 5% time per assigned duty.

Duties/Responsibilities

First-tier Technical Support:
Provides 1st-tier technical support for UGA faculty, staff, and students for enterprise-wide systems (such as MyID, UGAMail, eLC, etc). Facilitate communication between Help Desk personnel and higher tier consultants on complex technical issues. Serve as natural escalation point for complex technical issues that other first tier support agents cannot resolve.

Percentage of time75Duties/Responsibilities

Technical Writer:
Assists in managing maintenance, development of internal and external knowledge resources (i.e. the EITS Help Desk website and internal documentation).

Percentage of time15Duties/Responsibilities

Public Outreach:
Facilitate the coordination of and volunteer for EITS public outreach events including the Computer Health and Security Fair and summer orientation.

Percentage of time10Position Details

Classification TitleTemporary Technical ParaprofessionalFLSANon-ExemptUGA Job CodeJob FamilyFTE0.49Minimum QualificationsPosition Summary

The EITS Help Desk provides tier 1 support to University of Georgia Faculty, Staff, and Students on a variety of EITS products. These products include UGAMail, MyID, eLC, UGA and several other applications. This position will be a public facing support personnel. This will include engagement through phone, chats, tickets, and walk-ins.

Relevant/Preferred Education, Experience, Licensure, Certification in Position

Experience in providing front-end Tier One support.

Knowledge, Skills, Abilities and/or Competencies

Knowledge of IT processes, functions, best practices and procedures. Excellent written and verbal communication skills and critical thinking skills.

Physical Demands

Sitting at PC workstation for protracted periods using keyboards, mouse, and telephone.

Is this a Position of Trust?YesDoes 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? NoIs driving a requirement 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)YesPosting Specific Questions

Required fields are indicated with an asterisk (*).

Applicant DocumentsRequired Documents

1. Resume/CV

Optional Documents

1. Cover Letter