S12947P

IT Professional Assistant

Franklin-Deans OIT

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 3,000 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.

The Franklin College Office of Information Technology (Franklin OIT) is a
member of the Dean’s Office and employs more than 40 full-time employees
and student workers. The office supports the instruction, research, and service
missions of Franklin College by aligning information technology resources
and services with priorities and needs identified by the college and our
departments. We strive to be proactive, demonstrate an optimistic and
positive attitude, and provide high-quality service to our faculty, staff, and
students. We add value by harnessing the transformative potential of
information technology to accomplish the mission of Franklin College.

http://oit.franklin.uga.edu

External

TRS

Employee

Benefits Eligible

Full Time

• On-campus, Monday – Friday, 40 hours per week
• Some evenings, weekends, or holidays may be required for on-call assistance and to meet project deadlines.

Commensurate with Experience

11/22/2024

Yes

12/16/2024

Athens Area

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).

The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

IT Technical/Paraprofessional/Professional

Non-Exempt

1.0

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.

• BA or BS preferred or equivalent work experience.
• Relevant certifications desired.
• All team members are expected to be HDI support Center Analyst certified.
• Franklin OIT arranges for all new hires who are not certified to attend HDI SCA training and funds one certification exam attempt.

This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units.

The ideal candidate for this position is prepared to work as part of a team to meet the support needs of faculty and staff within Franklin College. This position is also responsible for developing and maintaining relationships with supported faculty and staff and working with senior team members to manage these relationships.

Technical

• Basic knowledge of wired and wireless networking (or TCP/IP)
• Familiarity with common productivity and security applications

Dependability

• Meet agreed upon objectives and tasks for supported services
• Complete routine requests in a timely manner
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process

Productivity

• Set and meet realistic goals
• Effectively manage time and stay on-task
• Document interactions with clients/colleagues and routine tasks in a ticketing system
• Maintain productivity by collaborating with team members as appropriate

Relationships

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications

Teamwork

• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college wide tools and standards
• Contribute to the development and support of services which have a college wide scope
• Be available and proactive in assisting co-workers and clients during the work day
• Be receptive to training, coaching, and development from team members
• Complete assigned tasks for workflows and processes within assigned team and/or services

Strategic Planning

• Demonstrate initiative in planning and organizing work within scope
• Participate in decision making and problem solving at the assistant level
• Demonstrate alignment with Franklin OIT policies, and priorities
• Provide feedback on standards and consult best practices
• Engage with other colleagues and management to explore new technology, recommend alternative solutions, and provide feedback on strategic vision

• This position spends long periods of time sitting/standing at a desk

• Lift and move computer equipment independently or with assistance from colleagues

• Travel to clients in buildings that are geographically near each other and the individual’s primary office

No

Yes

No

No

No

No

Yes

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.

Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website.

This position will perform the following tasks at the assistant level; this position will consult with his/her/their supervisor and other colleagues as necessary to complete these tasks:

• Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
• Provide support for desktop and laptop computers (Windows, Mac) including security, networking, peripherals, hardware, and software in accordance with our standard service levels.
• Develop and deploy desktop computer images.
• Perform some server-side tasks in collaboration with senior colleagues.
• Serve as a DNL (domain network liaison) and keep DHCP entries up to date. Troubleshoot wired and wireless networking on an as-needed basis.
• Provide front-line support for technology-enhanced classrooms, computer labs, and videoconferencing.
• Provide support for unit specific software.
• Train and develop technical skills; become familiar with Franklin OIT standards and policies

70

• Use a ticketing system to manage his/her time and track requests; this position will participate in a college level help desk

• Develop documentation, presentations, and training materials for clients and other audiences. Provide training on an as needed basis.

• Consult with faculty and staff and recommend appropriate IT solutions; keep faculty and staff informed about policies and practices in IT.

15

• Contribute to development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects.

• Work with team members across Franklin OIT to address coverage gaps

• Help manage equipment life-cycles, explore emerging technologies, and recommend solutions that may help improve efficiency and effectiveness. Gather quotes as needed and interact with vendors for support.

• Participate in IT meetings at the department, college, and/or institutional level.

10

• Other duties as assigned.

5

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

Michael Hill

foitnews@uga.edu