End User Computing Specialist I

University of Florida•Gainesville, FL

About The Position

This position provides first-contact IT support for end-users, handling inquiries via phone, walk-ins, and ticket queues. Responsibilities include onboarding new employees by assisting with initial sign-on and access, troubleshooting connectivity issues, and maintaining documentation of support activities. The role serves as a technical resource for users, addressing basic to moderate issues. Additionally, the specialist will install, configure, and support computer hardware, peripherals, operating systems, and application software, including mobile devices. This includes isolating and repairing hardware and software problems, working with vendor support, and developing user guides. The role also involves managing objects within UF’s Active Directory, assisting with UF’s email and unified communications service (UFX), utilizing UF’s enterprise protection platform (UFEM) for workstation management, and using an IT service management (ITSM) platform for various management tasks. Routine auditing of workstations for patch levels and potential failures is also required. Administrative duties include assisting with IT inventory and asset management, managing software licenses, tracking problem tickets, and staying informed on IT industry trends. Participation in UF and College committees, user groups, and training is expected. Other duties may include providing training on new infrastructure, services, and applications, communicating IT topics to employees and students, and moving IT assets.

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 users 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 as needed for specialized applications or training purposes.
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.