University of North Florida
Help Desk Support Tech I
University of North Florida, Jacksonville, Florida, United States, 32290
Nature of Work: This is work involving maintenance, troubleshooting, and repairs of a variety of computer related equipment. Coordinates with other staff members to resolve tech support issues and manage workload.
Typical Responsibilities: Serves as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job related duties at a designated off campus location or place of residence.
Required Qualifications: High school diploma and two years of experience directly related to the job functions. Directly related college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
General Description
Serves as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off campus location or place of residence.
Job Function
10% Create, assign, escalate, and respond to tickets in ITS Help Desk queue.
10% Provide desktop support, troubleshooting and repair for hardware & software issues.
10% Create knowledge base documentation
10% Assist with Inventory Audits
10% Deploy and maintain endpoints using imaging and/or updates
5% Provide Virus Remediation
5% Troubleshoot Basic Mobile Device Configuration
Marginal Functions
10% Collaborate with Campus Technology Services
10% Collaborate with Division of Information Technology Services
10% Actively Identify Current Issues and present Potential Solutions
10% Attend Professional Development
Departmental Requirements
Experience with Windows and Mac operating systems; knowledge of basic client software, local area networks, and basic troubleshooting skills. Ability to prepare system documentation, interpret and apply technical information, plan, organize, coordinate work assignments, and communicate effectively.
Machines/Equipment Used
90% Computers and associated peripherals 5% Telephones 5% A/V Equipment Computer with access to local area networks; network diagnostic tools; network monitoring software; utilities; word processing software; decision support/spreadsheet software; documentation; telephone.
Supervision Exercised
None
Supervision Received
Supervision of a verbal and/or written nature. Supervisor ensures that person in this position is aware of and adhere to state, SUS, University, and departmental policies, standards, and procedures. This position is supervised by Assistant Director Help Desk Operations.
Statement of Understanding
Background Check, Responsible Employee
Statement of Understanding Definition
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Position of Trust
Yes
Level 2 Screening Required
Ability to access underlying codes/processing protocol supporting the University's ITS applications or complete, ITS security access transactions
Form 1 Filer
No
Post-Offer Employment Physical
No
Section 215.422 Florida Statutes - Approval/Processing of vendors' invoices and/or Distribution of vendor warrants
No
Standing
- Occasional: Up to 30%
Walking
- Frequent: 30-70%
Sitting
- Frequent: 30-70%
Lifting up to 30 lbs
- Occasional: Up to 30%
Lifting 30-60 lbs
- Not Required
Lifting 60-90 lbs
- Not Required
Lifting over 90 lbs
- Not Required
Pushing/Pulling
- Occasional: Up to 30%
Reaching
- Occasional: Up to 30%
Climbing
- Not Required
Stooping/Kneeling/Crouching
- Occasional: Up to 30%
Other unusual physical activities or working conditions required of your position
Physical tasks include locomotion to various locations on UNF campus, operation of a computer workstation or control console. Mental tasks include troubleshooting, analyzing, comprehending, evaluating, interpreting, advising, communicating, coordinating and supervising. Work is primarily performed indoors in a climate-controlled office, although field visits are often required.
Applicants must complete an online application and include 3 references and upload supplemental documents in order to be considered for this position. Applicants who do not apply online and/or upload all the required documents will not be considered for this position.
If you have any questions about this position, please contact Gina Motes g.motes@unf.edu
DepartmentHelp Desk Operations
Compensation$18.86 to Negotiable Hourly
Equal Opportunity
In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.
The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity/expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.
Carnegie
UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.
Statement(s) of Understanding
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Typical Responsibilities: Serves as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job related duties at a designated off campus location or place of residence.
Required Qualifications: High school diploma and two years of experience directly related to the job functions. Directly related college coursework or vocational/technical training may substitute at an equivalent rate for the required experience.
General Description
Serves as a first line of contact for help desk customers. May assist in directing workflow, problem escalation and resolution and assign ticket priorities. Serves as a source of information on equipment problems. Configures and maintains a variety of computer equipment including computer terminals, printers, modems, personal computers and data communications equipment. Determines source and nature of computer malfunction using diagnostic and application software. Adjusts, repairs, and replaces malfunctioning equipment. During declared campus emergencies, this position may be required to perform specific job-related duties at a designated off campus location or place of residence.
Job Function
10% Create, assign, escalate, and respond to tickets in ITS Help Desk queue.
10% Provide desktop support, troubleshooting and repair for hardware & software issues.
10% Create knowledge base documentation
10% Assist with Inventory Audits
10% Deploy and maintain endpoints using imaging and/or updates
5% Provide Virus Remediation
5% Troubleshoot Basic Mobile Device Configuration
Marginal Functions
10% Collaborate with Campus Technology Services
10% Collaborate with Division of Information Technology Services
10% Actively Identify Current Issues and present Potential Solutions
10% Attend Professional Development
Departmental Requirements
Experience with Windows and Mac operating systems; knowledge of basic client software, local area networks, and basic troubleshooting skills. Ability to prepare system documentation, interpret and apply technical information, plan, organize, coordinate work assignments, and communicate effectively.
Machines/Equipment Used
90% Computers and associated peripherals 5% Telephones 5% A/V Equipment Computer with access to local area networks; network diagnostic tools; network monitoring software; utilities; word processing software; decision support/spreadsheet software; documentation; telephone.
Supervision Exercised
None
Supervision Received
Supervision of a verbal and/or written nature. Supervisor ensures that person in this position is aware of and adhere to state, SUS, University, and departmental policies, standards, and procedures. This position is supervised by Assistant Director Help Desk Operations.
Statement of Understanding
Background Check, Responsible Employee
Statement of Understanding Definition
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.
Position of Trust
Yes
Level 2 Screening Required
Ability to access underlying codes/processing protocol supporting the University's ITS applications or complete, ITS security access transactions
Form 1 Filer
No
Post-Offer Employment Physical
No
Section 215.422 Florida Statutes - Approval/Processing of vendors' invoices and/or Distribution of vendor warrants
No
Standing
- Occasional: Up to 30%
Walking
- Frequent: 30-70%
Sitting
- Frequent: 30-70%
Lifting up to 30 lbs
- Occasional: Up to 30%
Lifting 30-60 lbs
- Not Required
Lifting 60-90 lbs
- Not Required
Lifting over 90 lbs
- Not Required
Pushing/Pulling
- Occasional: Up to 30%
Reaching
- Occasional: Up to 30%
Climbing
- Not Required
Stooping/Kneeling/Crouching
- Occasional: Up to 30%
Other unusual physical activities or working conditions required of your position
Physical tasks include locomotion to various locations on UNF campus, operation of a computer workstation or control console. Mental tasks include troubleshooting, analyzing, comprehending, evaluating, interpreting, advising, communicating, coordinating and supervising. Work is primarily performed indoors in a climate-controlled office, although field visits are often required.
Applicants must complete an online application and include 3 references and upload supplemental documents in order to be considered for this position. Applicants who do not apply online and/or upload all the required documents will not be considered for this position.
If you have any questions about this position, please contact Gina Motes g.motes@unf.edu
DepartmentHelp Desk Operations
Compensation$18.86 to Negotiable Hourly
Equal Opportunity
In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.
The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community. In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences. The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity/expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers. In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.
Carnegie
UNF is a Carnegie Community Engaged Institution. This designation celebrates the University's collaboration with community partners from the local to the global level. It reflects UNF's mission to contribute to the public good and prepare educated, engaged citizens.
Statement(s) of Understanding
This position requires a background check. In conjunction with the University's policy, this position may also require a credit check.
The holder of this position is designated as a "Responsible Employee" pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University's Title IX Administrator or any divisional Title IX Coordinator.