OPS Help Desk Formatting Assistant

University of Florida•Gainesville, FL

11d•Onsite

About The Position

UF Information Technology (UFIT) is seeking an entry-level full-time OPS Help Desk Formatting Assistant to join Academic Technology. The UFIT Help Desk is the central IT Help Desk for the University of Florida, offering services like account support, Thesis and Dissertation formatting, and IT knowledge management. This role specifically supports the Thesis and Dissertation formatting service, assisting graduate students in preparing their documents for submission to the UF Graduate School.

Requirements

Must be at least 18 years of age
Associate's degree or high school diploma and two years of experience in the field.
Coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement.

Nice To Haves

Excellent Customer Service
Problem Solving
Effective Communication
Computer Operations
Accuracy and Attention to Detail

Responsibilities

Facilitate appointments with students to assist with their thesis/dissertation formatting
Provide customer support for the UFIT Help Desk
Confer with clients by telephone, email, in person, and video conferencing to respond to inquiries, such as providing information about services and answering formatting questions
Keep records of customer interactions, recording details of inquiries, complaints, or comments, and actions taken.
Learn formatting guidelines required by the UF Graduate School
Exercise attention to detail in evaluating documents for accurate alignment with the formatting requirements, proofreading to catch document formatting errors and inconsistencies
Provide easy-to-understand feedback to students about formatting guidelines and step-by-step instructions on how to resolve identified formatting issues.
Use computers and document editing software to aid students in formatting their thesis/dissertation.
Evaluate options to troubleshoot MS Word/LaTeX document issues and other client IT concerns and implement solutions.
Build rapport with students navigating stressful processes and deadlines, utilizing clear written and verbal communication.