Student Assistant ­ - Help Desk Technician

A Help Desk Technician is responsible for providing mainly phone support to UWF students, faculty, and staff who need guidance or technical assistance with University technology services including account services, online instructional tools, supported software, basic networking assistance, cybersecurity guidance, and for providing on-site support for classroom technology.

ESSENTIAL FUNCTIONS OF JOB:

- Provides excellent customer service and fosters a productive, positive team environment.
- Demonstrates working knowledge of operating systems and application installations, commonly used web browsers, and Microsoft applications.
- Displays excellent troubleshooting skills with software and hardware related problems.
- Demonstrates and articulates knowledge of ArgoNet services, MyUWF applications, ArgoAir (UWF’s wireless network), eLearning (Canvas), and all enterprise-wide UWF systems.
- Dispatches on campus to assist instructors with ITS-supported classroom equipment.
- Provides basic networking support and troubleshooting for the wired and wireless campus network.
- Uses electronic ticketing system to document support provided and initiate issue escalation when appropriate.
- Assists customers with ArgoAir configuration and connectivity.
- Applies cybersecurity best practices and awareness when offering technical support.
- Adheres to departmental and University policies.

MARGINAL FUNCTIONS OF JOB:

- Seeks to learn and understand the latest in networking and computing technology.
- Works on projects as needed for the improvement of the ITS Help Desk operation.