Help Desk Analyst

Help Desk Analyst

Job No: 531964
Work Type: Staff Full-Time
Location: Main Campus (Gainesville, FL), Remote/Flexible
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, the Help Desk Analyst is vital in providing support for university enterprise systems, administrative support, 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) Tuesday- Saturday 8am to 5pm.

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
UF Information Technology comprises eight departments 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
The University of Florida (UF) is the state's oldest, largest, and most comprehensive land grant university, with an enrollment of over 50,000 students and was ranked 6th in the country among public universities (US News and World Report 2023 rankings) and 1st among public institutions in the Wall Street Journal 2023 survey. UF is in Gainesville, a city of approximately 150,000 residents in North-Central Florida, 50 miles from the Gulf of Mexico, 67 miles from the Atlantic Ocean, and within a 2-hour drive to large metropolitan areas (Orlando, Tampa, Jacksonville). The beautiful climate and extensive nearby parks and recreational areas afford year-round outdoor activities, including hiking, biking, and nature photography. UF's large college sports programs, museums, and performing arts center support various activities and cultural events for residents to enjoy. Alachua County schools are highly rated and offer various programs, including magnet schools and an international baccalaureate program. Learn more about what Gainesville has to offer at Visit Gainesville.

Benefits

Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at 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-6 public university ranking means we prioritize employing and working with people with various 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.

Expected Salary:

$18.50 - $20.50 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 and Office 365, SharePoint, Web Conferencing applications, Active Directory, mobile devices
• 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) Tuesday- Saturday 8am to 5pm

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=5332310andtargetURL=

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-6 public university ranking means we prioritize employing and working with people with various 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.

Expected Salary:

$18.50 - $20.50 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 and Office 365, SharePoint, Web Conferencing applications, Active Directory, mobile devices
• 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) Tuesday- Saturday 8am to 5pm

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:
No

Applications Close: 28 Jun 2024

To apply, visit https://explore.jobs.ufl.edu/en-us/job/531964/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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