End User Computing Spec III

University of Florida•Gainesville, FL

1d•$61,000

About The Position

End User Computer Support Provides Tier-3 hardware and operating system support for end user computing equipment including workstations, printers, scanners, and mobile devices. May also include specialty computing devices which interface with clinical or research equipment. Enterprise Services Support Provides Tier-2 support for telephony, network, file storage, and audio-visual devices or services. Support includes standard configuration and/or troubleshooting steps as documented in process documentation and the knowledgebase. Collaborates with Tier-3 support teams as required to resolve complex service disruptions. Application Support Provides Tier-3 support for unit level applications which support clinical, educational, research, and administrative functions. Support includes consultation and requirements definitions, client installation and configuration, and advanced troubleshooting and vendor collaboration. Systems Support Advises and provides mentoring for Level 1 & 2 technicians. Key contributors for knowledgebase articles related to unit applications, end-user hardware configurations, and diagnostic procedures. Utilizes automation technologies such as scripting, templates, and workflows to enhance productivity. Collaborates with other service teams to troubleshoot and resolve complex problems and identify areas for process improvement. Provides quality assurance for end user hardware configurations and operating system images. May assist manager with IT projects or other duties as required. Designated team leads may also be responsible for ensuring that staffing resources are allocated appropriately for daily work assignments and that service management procedures are being followed

Requirements

Associate’s degree and four years of appropriate experience; or a high school diploma or equivalent and 6 years of relevant experience.
Appropriate college course work or vocational/technical training may substitute at an equivalent rate of required experience.

Nice To Haves

Advanced knowledge of current Windows and/or Mac OS X operating systems in a network environment, demonstrated experience in supporting and troubleshooting complex end-user computing devices, applications, and technology services.
Experience with supporting enterprise environments (10,000+ devices) and/or supporting academic health centers / clinical care
Working knowledge of common administrative, educational and research applications and services and familiarity with service management industry best practices is strongly preferred.
The successful candidate will have a strong customer-centric service orientation and excellent troubleshooting, communication, organizational and collaboration skills.
Discretion, sound judgment, confidentiality, initiative, and interpersonal skills are critical to the success of this position

Responsibilities

Provides Tier-3 hardware and operating system support for end user computing equipment including workstations, printers, scanners, and mobile devices.
Provides Tier-2 support for telephony, network, file storage, and audio-visual devices or services.
Provides Tier-3 support for unit level applications which support clinical, educational, research, and administrative functions.
Advises and provides mentoring for Level 1 & 2 technicians.
Key contributors for knowledgebase articles related to unit applications, end-user hardware configurations, and diagnostic procedures.
Utilizes automation technologies such as scripting, templates, and workflows to enhance productivity.
Collaborates with other service teams to troubleshoot and resolve complex problems and identify areas for process improvement.
Provides quality assurance for end user hardware configurations and operating system images.
May assist manager with IT projects or other duties as required.
Designated team leads may also be responsible for ensuring that staffing resources are allocated appropriately for daily work assignments and that service management procedures are being followed