End User Computing Specialist II

University of Florida-posted 11 months ago
$24 - $26/Yr
Full-time
Gainesville, FL
Educational Services
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The End User Computing Spec II serves as the initial contact for end-user support, providing hands-on assistance through phone calls, walk-ins, and monitoring ticket queues. This role involves onboarding departmental employees, troubleshooting connectivity issues, and maintaining documentation of support activities. The position also includes responsibilities for computer and peripheral hardware support, operating system and application software support, and enterprise management tools support. The specialist will assist with IT-related inventory processes and participate in committees and training as needed.

  • Initial end-user support contact for hands-on support by answering phones, greeting walk-ins, and monitoring myIT ticket queues.
  • Onboards departmental employees by assisting users with initial sign-on and access to software and file server data.
  • Establishes and troubleshoots connectivity issues (both wired and wireless).
  • Maintains documentation of end-user support activities and procedures.
  • Serves as a technical resource for users assisting in moderate to complex issues.
  • Installs new computer equipment and peripherals (printers, monitors, disk drives, etc) as needed or requested.
  • Isolates and repairs computer hardware and computer system problems.
  • Stays informed on current computer hardware standards to make appropriate recommendations.
  • Responsible for troubleshooting and resolving moderately complex software and hardware issues.
  • Installs, configures, and supports all operating systems currently supported within the embedded department.
  • Installs, configures, and supports the application software in use within the College of Engineering.
  • Configures and supports a variety of mobile devices (smartphones and tablets).
  • Isolates and fixes computer operating system and application software problems.
  • Works with vendor technical support to isolate and solve software application problems.
  • Develops employee user guides or procedure manuals as needed.
  • Customizes software to user specifications as needed.
  • Maintains objects within UF's Active Directory (UFAD).
  • Assists users with issues relating to UF's email and unified communications service (UFX).
  • Utilizes UF's enterprise protection platform (UFEM) for workstation management.
  • Utilizes an IT service management (ITSM) platform for trouble ticket, inventory, change and configuration management.
  • Documents procedures associated with maintaining the AD, UFX, UFEM and ITSM environments.
  • Performs routine auditing of workstations to ensure systems are at current patch levels.
  • Assists with IT related inventory processes and asset management.
  • Uses UF's Software Licenses Services liaison dashboard for managing software licenses.
  • Documents, tracks, and monitors problem tickets to ensure timely resolution.
  • Stays informed on current trends in the Information Technology industry.
  • Participates in UF and College committees, user groups, and training as needed.
  • Provides training in the use of new infrastructure, services, and applications.
  • Communicates UF, College, and unit IT topics to unit employees and students.
  • Moves IT assets between locations as needed.
  • Associate's degree and two years of relevant experience; or a high school diploma or equivalent and four years of relevant experience.
  • Appropriate college coursework may substitute at an equivalent rate for the required 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.
  • Ability to communicate orally and in writing.
  • Ability to establish effective working relationships with peers.
  • Eligible for veteran's preference.
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