IT Professional AssistantDepartment:
EITS-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 (https://www.uga.edu/). UGA is currently ranked among the top 15 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 7,700 full-time staff. The University’s enrollment exceeds 39,000 students including over 30,000 undergraduates and over 9,000 graduate and professional students. Academic programs reside in 18 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:
EITS is the central information technology organization for students, faculty and staff at the University of Georgia. We provide support for campus-wide technology services, including wireless and wired networks, email, student information systems, software and more.College/Unit/Department website:
Benefits EligibleFull/Part time:
Full TimeAdditional Schedule Information:
Monday – Friday, 8am – 5pm.Advertised Salary:
10/11/2021Open until filled:
YesProposed Starting Date:
11/01/2021Location of Vacancy:
Athens 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. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([email protected]).UGA Statement:
PLEASE NOTE: On December 7, 2021, the federal District Court for the Southern District of Georgia issued a preliminary injunction against enforcing the vaccine requirement forClassification Title:
Federal Contractors pending further review. As a result, the requirements of the Executive Order and associated guidance, including the vaccination requirement for covered contractor employees, are currently not in effect.
The University of Georgia is a Federal Contractor as defined by Presidential Executive Order 14042 and subject to the requirement that Federal Contractors must ensure that all covered employees, including those working remotely, are fully vaccinated by January 4, 2022. You may be required to show proof of your fully vaccinated status at the time of your start date, or have received a medical or religious exemption from the fully vaccinated requirement at the time of your start date. For more information regarding the Federal Contractor fully vaccinated employment requirement please visit https://coronavirus.uga.edu/executive-order/ or call (706) 542-2222.
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.Position Summary:
The EITS Help Desk provides Tier 1 support to University of Georgia faculty, staff, and students for a variety of EITS services. These services include UGAMail, MyID, eLC, Athena, and several other applications. Knowledge, Skills, Abilities and/or Competencies:
This position primarily assists with service desk operations, providing first-tier support through telephone, email, and chat/instant messaging. This includes documenting known problems and solutions in an internal knowledgebase, as providing written guides and documentation for the Help Desk public website.
Knowledge of IT processes, functions, best practices, and procedures. Excellent written and verbal communications skills, critical thinking skills.Physical Demands:
Sitting at PC workstation for protracted periods using keyboard, mouse, and telephone. Lift up to 25 pounds.Is driving a responsibility of this position?:
NoIs 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? :
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.Duties/Responsibilities:
First-tier Technical Support: Percentage of time:
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.
Technical Writer: Percentage of time:
Assists in managing (maintenance, development) of internal and external knowledge resources (i.e. the EITS Help Desk website and internal documentation).
Public Outreach: Percentage of time:
Facilitate the coordination of and volunteer for EITS public outreach events, including the Computer Health and Security Fair and summer orientation.
10Recruitment Contact Name:
Donna ChandlerRecruitment Contact Email: