Help Desk Technical Assistant (OPS)

University of North Florida, United States

Updated: 1 day ago
Location: Jacksonville, FLORIDA
Deadline: 06 May 2024

Posting Details
Position Information


Job Title Help Desk Technical Assistant (OPS)
Department User Services
Position Number 945013
Requisition Number 063957
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 904-620-4357
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 www.unfjobs.org 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 (904) 620-4357.
Quicklink https://www.unfjobs.org/postings/27347

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