IT Professional AssistantDepartment:
EITS-Client ServicesAbout 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:
Benefits EligibleFull/Part time:
Full TimeAdditional Schedule Information:
Monday – Thursday, 10:30am – 7:30pmAdvertised Salary:
Friday, 9am – 6pm
09/07/2022Open until filled:
YesProposed Starting Date:
10/10/2022Location 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 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?:
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:
1. Help Desk Support
Percentage of time:
- 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.
2. Collaboration and Process Improvement.
Percentage of time:
- 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:
- Participate and represent the Help Desk at summer orientation sessions.
- Take part in Computer Health and Security fair.
For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. Recruitment Contact Name:
Michael JacobsonRecruitment Contact Email: