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Help Desk Analyst

Employer
University of Florida
Location
Gainesville

View more

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


Help Desk Analyst

Job No: 530271
Work Type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Information Technology, Veteran's Preference Eligible
Department: 14200300 - IT-AT UF COMPUTING HELP DSK

Job Description


Classification Title:

End User Computing Specialist I

Job Description:

UF Information Technology (UFIT) is currently seeking an entry level Help Desk Analyst to join Academic Technology, a unit within UFIT. The UFIT Help Desk is a fully staffed call center that provides IT support to the entire campus.

Employment with UFIT provides an excellent opportunity to work with other employees dedicated and focused on understanding and interpreting the technological needs of the University of Florida's innovative and inspirational community.

Using strong communications and training skills coupled with specialized technical experience, a Help Desk Analyst is vital in providing support for university enterprise systems, administrative support and academic systems and other computing issues at the UFIT Help Desk.

The UFIT Help Desk schedule is highly variable and split between multiple shifts. The individual filling this position will be scheduled (and should be available to work on) Tuesdays - Saturdays.

Some key responsibilities and characteristics of this position are:
  • Provides Tier 1 IT support to all campus technology users via phone, email, chat, and walk-ins
  • Supports Student staff by working shifts in our student run call center
  • Works with core service providers to ensure that the help desk can provide knowledgeable, timely, and friendly support to campus end-users
  • Assists with training new student employees to work in a call center
  • Works heavily with our internal ITSM tool for ticket tracking and resolution (Cherwell)
  • Provides Tier 1 E-learning support
About UF Information Technology
Reporting to the Vice President and Chief Information Officer, UF Information Technology is comprised of eight departments: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF's mission. For more information about UFIT and its goals and governance, visit http://www.it.ufl.edu/vp-cio-office/strategic-plan/.

Learn more about UFIT at https://it.ufl.edu/ and @GoGatorsUFIT.
About the University of Florida
UF is one of the nation's top-5 universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serving a diverse global community. UF is in Gainesville, one of Florida's most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what's happening here and know you will want to be a part of it.

Benefits

Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at a rate of 4 hours biweekly/13 days annually. In addition, employees are eligible for ten paid holidays each year.

Vacation accruing TEAMS employees are eligible for four personal leave days/32 hours per year, assuming full-time status, and are intended to give the flexibility to enable units to close from December 26 to 31 when possible, determined on a unit-by-unit basis.

In addition to paid time off, the University of Florida offers a very competitive benefits package.

Achieving a top-5 public university ranking means we make it a priority to employ and work with people with diverse experiences, backgrounds, and perspectives to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution.

Every Gator has a part to play, and we invite you to join us as we build a community founded on belonging, inclusion, and the freedom to thrive.

Expected Salary:

$18.20 - $19.16 an hour; commensurate based on education and experience.

Minimum Requirements:

Associate's degree; or a high school diploma or equivalent and two years of relevant experience.

Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement(s).

Preferred Qualifications:

The ideal candidate will possess the following experience and skills:
  • Help Desk or call center exposure
  • Experience providing direct customer support
  • Troubleshooting basic hardware and software, operating systems and utilities, and Internet client/server software
  • Macintosh, Email, Exchange & Office 365, SharePoint, Web Conferencing applications, Active Directory, mobile devices
  • Typically has 2 to 5 years of IT work experience, including managing projects
  • Working with student staff to provide support


Special Instructions to Applicants:

The UFIT Help Desk schedule is highly variable and split between multiple shifts. The individual filling this position will be scheduled (and should be available to work on) Tuesdays - Saturdays.

This position requires U.S. work authorization.

This role will be based in one of our Gainesville offices and may include a hybrid schedule of 3 days in the office (Wednesday required), and 2 days remote.

Applicants are required to submit the following with their application:
  • Cover Letter
  • Resume or CV
  • Professional References (Minimum of 3)

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position is eligible for veteran's preference. If you are claiming veteran's preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our https://apptrkr.com/get_redirect.php?id=5007515&targetURL=

Vacation accruing TEAMS employees are eligible for four personal leave days/32 hours per year, assuming full-time status, and are intended to give the flexibility to enable units to close from December 26 to 31 when possible, determined on a unit-by-unit basis.

In addition to paid time off, the University of Florida offers a very competitive benefits package.

Achieving a top-5 public university ranking means we make it a priority to employ and work with people with diverse experiences, backgrounds, and perspectives to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution.

Every Gator has a part to play, and we invite you to join us as we build a community founded on belonging, inclusion, and the freedom to thrive.

Expected Salary:

$18.20 - $19.16 an hour; commensurate based on education and experience.

Minimum Requirements:

Associate's degree; or a high school diploma or equivalent and two years of relevant experience.

Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement(s).

Preferred Qualifications:

The ideal candidate will possess the following experience and skills:
  • Help Desk or call center exposure
  • Experience providing direct customer support
  • Troubleshooting basic hardware and software, operating systems and utilities, and Internet client/server software
  • Macintosh, Email, Exchange & Office 365, SharePoint, Web Conferencing applications, Active Directory, mobile devices
  • Typically has 2 to 5 years of IT work experience, including managing projects
  • Working with student staff to provide support


Special Instructions to Applicants:

The UFIT Help Desk schedule is highly variable and split between multiple shifts. The individual filling this position will be scheduled (and should be available to work on) Tuesdays - Saturdays.

This position requires U.S. work authorization.

This role will be based in one of our Gainesville offices and may include a hybrid schedule of 3 days in the office (Wednesday required), and 2 days remote.

Applicants are required to submit the following with their application:
  • Cover Letter
  • Resume or CV
  • Professional References (Minimum of 3)

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position is eligible for veteran's preference. If you are claiming veteran's preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Health Assessment Required:
None



Applications Close: 22 Feb 2024

To apply, visit https://explore.jobs.ufl.edu/en-us/job/530271/help-desk-analyst

The University is committed to non-discrimination with respect to race, creed, color, religion, age, disability, sex, sexual orientation, gender identity and expression, marital status, national origin, political opinions or affiliations, genetic information and veteran status in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.









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