End User Computing Specialist I

Job Description :

This position, within the Engineering IT Support office of the Herbert Wertheim College of Engineering (HWCOE), is embedded within one of the College’s departments to provide information technology support to its faculty, staff, and students.

This position is directly supervised by the IT Lead of the embedded department. It is a customer-service oriented position to provide accurate, timely, and sustainable solutions to end-user computer and network problems of a basic to moderate nature to ensure end-user productivity.

As a result of the degree of interaction this position will have with end-users, the successful candidate will present him / herself in a professional manner and appearance and have good communication skills, both oral and written.

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 basic to moderate 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 basic to moderate 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

Expected Salary :

$.-$. per hour; commensurate with qualifications and experience

Minimum Requirements :

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

Preferred Qualifications :

• 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 support unit requires for business, academic, and research efforts
• Ability to communicate orally and in writing
• Ability to establish effective working relationships with peers
4 days ago