End User Computing Spec I

University of Florida•Gainesville, FL

About The Position

The End User Computing Spec I provides helpdesk support to end users, responds to incoming tickets and calls, and assists with technical issues ranging from basic to moderately complex. The position installs and supports computers, peripherals, Windows and Mac operating systems, and software, and uses enterprise management tools to troubleshoot user and device issues. It also maintains IT documentation, assists with equipment relocations and inventory, prepares reports, and develops basic user guides. Other duties may be assigned by the IT Supervisor or college leadership.

Requirements

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

Nice To Haves

CompTIA A+ certification or equivalent certification.
Knowledge of computer concepts, terminology, and analytical techniques for troubleshooting IT-related issues.
Experience with Active Directory, SCCM, JAMF, Microsoft Entra, or Microsoft Intune.
Experience with Windows and Mac operating systems in an enterprise environment.
Demonstrated excellence in customer service, both in person and over the phone.
Ability to effectively create and maintain documentation.

Responsibilities

Monitor the helpdesk for incoming tickets and proactively communicate with customers.
Answer incoming helpdesk calls and create service tickets as needed.
Assist end users with basic to moderately complex technical issues.
Create and maintain DCP IT documentation to track projects and issues and document processes.
Install computers and peripheral equipment for customers.
Isolate hardware issues and replace basic parts on computers, peripherals, and other systems.
Coordinate with third-party vendors to troubleshoot hardware, complete warranty claims, or schedule on-site support visits.
Assist DCP departments with IT equipment relocation.
Install, configure, and troubleshoot Windows and Mac operating systems.
Install and troubleshoot software and resolve related issues.
Communicate with third-party vendors for software troubleshooting as needed.
Use Active Directory to troubleshoot basic issues with user, computer, and group objects.
Use SCCM and JAMF to troubleshoot basic issues with Windows and Apple devices.
Use Microsoft Entra and Intune to troubleshoot basic issues with cloud-based user, computer, and group objects.
Perform college-wide equipment inventory as directed by the IT Supervisor.
Provide IT-related reports to the IT Supervisor as needed.
Develop basic user guides for common tasks.
Perform other duties assigned by the IT Supervisor or college leadership.