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    Help Desk Technical Assistant - Jacksonville, United States - University of North Florida

    University of North Florida
    University of North Florida Jacksonville, United States

    3 weeks ago

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    Description
    Help Desk Technical Assistant (OPS)

    Please see Special Instructions for more details.

    Applicants must complete an online application, as well as upload supplemental documents, at in order to be considered for this position. Applicants who do not apply online and/or upload required documents will not be considered for this position. Once you submit your completed application you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact ITS Help Desk at

    Posting Details

    Position Information

    Job Title Help Desk Technical Assistant (OPS) Department User Services Position Number Requisition Number Position Type Other Personnel Services Part Time Full Time/Part Time Part-Time Time-limited through N/A Hours 28 Hourly Rate $12.00 Job Summary/Responsibilities
    The ITS Help Desk, located in the Thomas G. Carpenter Library, is seeking energetic and dynamic individuals for an entry-level position providing first level technical support to UNF's students, faculty, and staff via telephone, email, or in person. This position offers flexible hours, on the job training and opportunities for advancement.

    Job duties include, but are not limited to, the following:
    • Consistently demonstrate exceptional customer service
    • Provide clients with first level contact and problem resolution for hardware, software, network, and application issues on Windows and Apple platforms
    • Obtain and convey concise information via the ticketing system for both external and internal service personnel following documentation standards
    • Resolve client-reported issues, expertise permitting, using available resources following ITS procedures and guidelines
    • Escalate tickets as appropriate in a timely manner following Help Desk procedures
    • Act as liaison between clients and internal support staff to ensure accurate interpretation of the reported issue and maintain communication with clients during the resolution process
    • Complete required Help Desk training in order to enhance and improve support to the University community
    • Develop and maintain knowledge of Help Desk supported products and services
    • Develop troubleshooting skills by utilizing available Help Desk tools and ITS Knowledge Base articles
    • Act as a mentor to other Help Desk technicians
    • Perform other duties and projects as assigned
    Required Qualifications
    This posting is for Non UNF Students Only.
    • Possess exceptional customer service skills
    • Demonstrate excellent written and verbal communication skills
    • Self-motivated and able to adapt to changing dynamics in workflow
    • Ability to support clients both remotely and on site
    • Excels in a team environment
    • Aptitude to learn on the job from co-workers and supervisors
    Preferred Qualifications
    • Experience and ability to work with Windows 10
    • Experience and ability to work with OSX/macOS
    • Experience and ability to work with Microsoft Outlook 2016 and 365
    • Virus remediation
    • Audio/Visual Experience
    • Configuring Exchange accounts on mobile operating systems
    Statement(s) of Understanding Background Check, Responsible Employee Statement(s) 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.
    Equal Opportunity
    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 complains of 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.
    Faculty Initiatives
    The University of North Florida promotes the quality and effectiveness of education and strives to maintain the highest standards of academic excellence in all phases of instruction, research/scholarship/creative activity, and service.

    Posting Detail Information

    Anticipated Start Date 05/13/2024 Job Posting Date 04/12/2024 Application Review Date 05/07/2024 Application Deadline 05/06/2024 Open Until Filled No Point of Contact Information ITS Help Desk Hiring Official Courtney Chambers Location if not Jacksonville N/A Special Instructions
    Applicants must complete an online application, as well as upload supplemental documents, at in order to be considered for this position. Applicants who do not apply online and/or upload required documents will not be considered for this position. Once you submit your completed application you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact ITS Help Desk at
    Quicklink

    Supplemental Questions

    Required fields are indicated with an asterisk (*).
  • Are you a current employee of the university?
    • Yes
    • No
  • Are you available to work in the evening (6 pm to 10 pm)?
    • Yes
    • No
  • Are you available to work weekends?
    • Yes
    • No
  • Please describe any previous experience you have working in a customer service enviornment
    (Open Ended Question)
  • Write a few sentences explaining why you are interested in working at the UNF ITS Help Desk.
    (Open Ended Question)
  • Describe your level of computer skills (be specific).
    (Open Ended Question)
  • Rate your level of proficiency with Windows 10.
    • Beginner
    • Intermediate
    • Advanced
    • Expert
  • Rate your level of proficiency with Mac OS X/macOS.
    • Beginner
    • Intermediate
    • Advanced
    • Expert
  • You are assigned to work on five important tasks and you are short on time. All you can do is either have two tasks completed or have all five tasks started but not finished. What strategy will you choose and why?
    (Open Ended Question)
    • Documents Needed to Apply

    Required Documents
  • Resume
    • Optional Documents
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