End User Computing Spec II

IT FIRST-CONTACT SUPPORT:

• Initial end-user support contact for hands-on support by answering phones, greeting walk-ins, and monitoring myIT ticket queues.
• Onboards departmental employees by assisting users with initial sign-on and access to software and file server data.
• Establishes and troubleshoots connectivity issues (both wired and wireless).
• Maintains documentation of end-user support activities and procedures.
• Serves as a technical resource for users assisting in moderate to complex issues.

COMPUTER AND PERIPHERAL HARDWARE SUPPORT:

• Installs new computer equipment and peripherals (printers, monitors, disk drives, etc) as needed or requested.
• Isolates and repairs computer hardware and computer system problems.
• Stays informed on current computer hardware standards in order to make appropriate recommendations for computer hardware solutions that satisfy user requirements.

COMPUTER OPERATING SYSTEM AND APPLICATION SOFTWARE SUPPORT:

• Responsible for troubleshooting and resolving moderately complex software and hardware issues, escalating issues to the IT Lead as needed.
• Installs, configures, and supports all operating systems currently supported within the embedded department.
• Installs, configures, and supports the application software in use within the College of Engineering approved for use by campus policies and adhering to data classification requirements.
• Configures and supports a variety of mobile devices (smartphones and tablets).
• Isolates and fixes computer operating system and application software problems.
• Works with vendor technical support to isolate and solve software application problems.
• Develops employee user guides or procedure manuals as needed for specialized applications or training purposes.
• Customizes software to user specifications as needed.

ENTERPRISE MANAGEMENT TOOLS SUPPORT, USAGE, AND DOCUMENTATION:

• Maintains objects within UF’s Active Directory (UFAD) (user, workstation, application and policy objects).
• Assists users with issues relating to UF’s email and unified communications service (UFX).
• Utilizes UF’s enterprise protection platform (UFEM) for workstation management.
• Utilizes an IT service management (ITSM) platform for trouble ticket, inventory, change and configuration management.
• Documents procedures associated with maintaining the AD, UFX, UFEM and ITSM environments.
• Performs routine auditing of workstations to ensure systems are at current patch levels and isolate causes of potential system failures.

ADMINISTRATIVE AND OTHER DUTIES:

• Assists with IT related inventory processes and asset management.
• Uses UF’s Software Licenses Services liaison dashboard for managing software licenses.
• Documents, tracks, and monitors problem tickets to ensure timely resolution.
• Stays informed on current trends in the Information Technology industry in order assist management with planning future projects.
• Participates in UF and College committees, user groups, and training as needed or directed.

OTHER DUTIES AS ASSIGNED BY SUPERVISOR, SUCH AS:

• Provided training in the use of new infrastructure, services, and applications as they are added to the computing environment
• Communicate UF, College, and unit IT topics to unit employees and students in a suitable and understandable manner
• Move IT assets between locations as needed

$24.00 - $28.00 per hour; commensurate with qualifications and experience

Associate's degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience. Appropriate college coursework may substitute at an equivalent rate for the required experience.

• Ability to establish and maintain effective customer relationships
• Knowledge of computer concepts, terminology, and analytical techniques of computing
• Ability to troubleshoot computer hardware and software problems with applications and services the supporting unit requires for business, academic, and research efforts
• Ability to communicate orally and in writing
• Ability to establish effective working relationships with peers

In order to be considered for this position, applicants must upload a cover letter and resume with application.

We offer flexible work arrangements such as hybrid remote work locations and/or schedules that fall outside of a unit’s usual working hours. 

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.

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