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IT Professional Assistant

Employer
The University of Georgia
Location
Athens Area

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Administrative Jobs
Technology, IT Support & Training
Employment Type
Full Time
Institution Type
Four-Year Institution
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Job Details

Posting Number:

S09127P

Working Title:

IT Professional Assistant

Department:

EITS-Client Services

About the University of Georgia:

Since our founding in 1785, the University of Georgia has operated as Georgia’s oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to 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 employs approximately 1,800 full-time instructional faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 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.

College/Unit/Department website:

https://eits.uga.edu/

Posting Type:

External

Retirement Plan:

TRS

Employment Type:

Employee

Benefits Eligibility:

Benefits Eligible

Full/Part time:

Full Time

Additional Schedule Information:

Monday – Thursday, 10:30am – 7:30pm
Friday, 9am – 6pm

Advertised Salary:

33,106

Posting Date:

09/07/2022

Open until filled:

Yes

Proposed Starting Date:

10/10/2022

Location 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 for
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.

Classification Title:

IT Technical/Paraprofessional/Professional

FLSA:

Non-Exempt

Job Family:

IT

FTE:

1.00

Minimum 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.

Position 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 client engagement through phones, chats, tickets and walk-ins.

Knowledge, Skills, Abilities and/or Competencies:

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.

Is driving a responsibility of this position?:

No

Is this a Position of Trust?:

Yes

Does this position have operation, access, or control of financial resources?:

No

Does this position require a P-Card? :

No

Is having a P-Card an essential function of this position? :

No

Does this position have direct interaction or care of children under the age of 18 or direct patient care?:

No

Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications):

Yes

Credit 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:

1. Help Desk Support

  • Providing EITS support to all faculty, staff, and students of the University of Georgia, through phone, email, and chat.
  • Deliver knowledgeable and reliable service at first point of contact, offering advice and support for centrally provided IT service.
  • Assist in resolving and/or routing EITS tickets.
  • Assist in documenting and improving Help Desk processes.
  • Assist in training and monitoring student EITS tickets.
  • Take on more complex issues sent from Student Workers
  • Other duties as assigned.

Percentage of time:

70

Duties/Responsibilities:

2. Collaboration and Process Improvement.

  • Communicate reoccurring issues to Help Desk Manager and Help Desk Lead.
  • Suggest improvements for processes to Help Desk Management team.
  • Review internal processes and procedures and assist in developing internal knowledgebase.

Percentage of time:

20

Duties/Responsibilities:

3. Outreach

  • Participate and represent the Help Desk at summer orientation sessions.
  • Take part in Computer Health and Security fair.

Percentage of time:

10

Contact Details:

For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below.

Recruitment Contact Name:

Michael Jacobson

Recruitment Contact Email:

[email protected]

Organization

The University of Georgia, a land-grant and sea-grant university with statewide commitments and responsibilities, is the state’s oldest and most comprehensive institution of higher education. Founded in 1785, it is the birthplace of public higher education in America.

Today, UGA enrolls more than 40,000 undergraduate, graduate, and professional students. The main campus has 460 buildings on 767 acres of land. The total acreage of UGA in 30 Georgia counties is 41,539. UGA has 18 colleges and schools, which include Agricultural and Environmental Sciences, Arts and Sciences, Business, Ecology, Education, Engineering, Environment and Design, Family and Consumer Sciences, Forestry and Natural Resources, Graduate School, Journalism and Mass Communication, Law, Pharmacy, Public Health, Public and International Affairs, Social Work, Veterinary Medicine, and the Honors College. It offers 24 baccalaureate degrees in more than 140 fields; 33 master’s degrees in 144 fields; 8 educational specialist degrees; four doctoral degrees in 99 areas; professional degrees in law, pharmacy and veterinary medicine; and more than 170 study-abroad and exchange programs. UGA Libraries rank among the nation’s best research libraries and contain a total of 5.3 million volumes and one of nation’s largest map collections. The university has had 25 recipients of the prestigious Rhodes Scholarship, making it one of the nation’s top Rhodes producers among public universities. UGA is home of the Peabody Awards, presented annually for distinguished achievement and meritorious public service for television, podcast/radio, and digital media. It also is home of Georgia’s State Botanical Garden, state Museum of Art and State Museum of Natural History. Additionally, UGA has one of the largest and most comprehensive public service and outreach programs conducted by an American educational institution.

Find Us
Telephone
706-542-3000
Location
215 S. Jackson St.
Athens
Georgia
30602
US
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