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

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 DetailsPosition InformationJob TitleHelp Desk Technical Assistant (OPS)DepartmentUser ServicesPosition Number945013Requisition Number063957Position TypeOther Personnel Services Part TimeFull Time/Part TimePart-TimeTime-limited throughN/AHours28Hourly Rate$12.00Job Summary/ResponsibilitiesThe 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 serviceProvide clients with first level contact and problem resolution for hardware, software, network, and application issues on Windows and Apple platformsObtain and convey concise information via the ticketing system for both external and internal service personnel following documentation standardsResolve client-reported issues, expertise permitting, using available resources following ITS procedures and guidelinesEscalate tickets as appropriate in a timely manner following Help Desk proceduresAct as liaison between clients and internal support staff to ensure accurate interpretation of the reported issue and maintain communication with clients during the resolution processComplete required Help Desk training in order to enhance and improve support to the University communityDevelop and maintain knowledge of Help Desk supported products and servicesDevelop troubleshooting skills by utilizing available Help Desk tools and ITS Knowledge Base articlesAct as a mentor to other Help Desk techniciansPerform other duties and projects as assignedRequired QualificationsThis posting is for Non UNF Students Only.

Possess exceptional customer service skillsDemonstrate excellent written and verbal communication skillsSelf-motivated and able to adapt to changing dynamics in workflowAbility to support clients both remotely and on siteExcels in a team environmentAptitude to learn on the job from co-workers and supervisorsPreferred QualificationsExperience and ability to work with Windows 10Experience and ability to work with OSX/macOSExperience and ability to work with Microsoft Outlook 2016 and 365Virus remediationAudio/Visual ExperienceConfiguring Exchange accounts on mobile operating systemsStatement(s) of UnderstandingBackground Check, Responsible EmployeeStatement(s) of Understanding DefinitionThis 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 OpportunityThe 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.

CarnegieUNF 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 InitiativesThe 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 InformationAnticipated Start Date05/13/2024Job Posting Date04/12/2024Application Review Date05/07/2024Application Deadline05/06/2024Open Until FilledNoPoint of Contact InformationITS Help Desk Hiring OfficialCourtney ChambersLocation if not JacksonvilleN/ASpecial 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 QuicklinkSupplemental QuestionsRequired 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)?YesNo *Are you available to work weekends?YesNo *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.BeginnerIntermediateAdvancedExpert *Rate your level of proficiency with Mac OS X/macOS.BeginnerIntermediateAdvancedExpert *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 ApplyRequired DocumentsResumeOptional Documents