End User Computing Specialist I

University of Florida•Gainesville, FL

19h•$21 - $24•Onsite

About The Position

This position provides first-contact IT support for end-users, handling issues via phone, walk-ins, and ticket queues. Responsibilities include onboarding new employees, troubleshooting connectivity, maintaining documentation, and serving as a technical resource. The role involves installing and repairing computer hardware and peripherals, as well as supporting operating systems and application software. Additionally, the position requires managing Active Directory objects, assisting with email and communication services, utilizing enterprise protection and IT service management platforms, and performing system audits. Administrative duties include IT inventory, asset management, software license management, and tracking problem tickets. The specialist will also stay informed on IT trends, participate in committees, provide training, and communicate IT-related information to employees and students.

Requirements

Associate's degree; or a high school diploma or equivalent and two years of relevant experience.
Ability to establish and maintain effective customer relationships.
Knowledge of computer concepts, terminology, and analytical techniques of computing.
Ability to troubleshoot computer hardware and software problems with applications and services the support unit requires for business, academic, and research efforts.
Ability to communicate orally and in writing.
Ability to establish effective working relationships with peers.

Responsibilities

Provide initial end-user support via phone, walk-ins, and ticket queues.
Onboard departmental employees by assisting with initial sign-on and access to software and file server data.
Establish and troubleshoot connectivity issues (both wired and wireless).
Maintain documentation of end-user support activities and procedures.
Serve as a technical resource for users assisting in basic to moderate issues.
Install new computer equipment and peripherals (printers, monitors, disk drives, etc).
Isolate and repair computer hardware and computer system problems.
Stay informed on current computer hardware standards to make appropriate recommendations.
Troubleshoot and resolve basic to moderate software and hardware issues, escalating to the IT Lead as needed.
Install, configure, and support all operating systems currently supported within the embedded department.
Install, configure, and support application software approved for use by campus policies and adhering to data classification requirements.
Configure and support a variety of mobile devices (smartphones and tablets).
Isolate and fix computer operating system and application software problems.
Work with vendor technical support to isolate and solve software application problems.
Develop employee user guides or procedure manuals for specialized applications or training.
Customize software to user specifications as needed.
Maintain objects within UF’s Active Directory (UFAD) (user, workstation, application and policy objects).
Assist users with issues relating to UF’s email and unified communications service (UFX).
Utilize UF’s enterprise protection platform (UFEM) for workstation management.
Utilize an IT service management (ITSM) platform for trouble ticket, inventory, change and configuration management.
Document procedures associated with maintaining the AD, UFX, UFEM and ITSM environments.
Perform routine auditing of workstations to ensure systems are at current patch levels and isolate causes of potential system failures.
Assist with IT related inventory processes and asset management.
Use UF’s Software Licenses Services liaison dashboard for managing software licenses.
Document, track, and monitor problem tickets to ensure timely resolution.
Stay informed on current trends in the Information Technology industry to assist management with planning future projects.
Participate in UF and College committees, user groups, and training as needed or directed.
Provide training in the use of new infrastructure, services, and applications.
Communicate UF, College, and unit IT topics to unit employees and students.
Move IT assets between locations as needed.