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The University of Georgia · 1 month ago

IT Professional Assistant

Athens, GA

Full-time

Onsite

New Grad, Entry Level

The University of Georgia is the state’s flagship university, committed to higher education and academic excellence. The IT Professional Assistant will provide proactive support for technology needs within Franklin College, assisting faculty and staff with desktop and laptop support, networking, and technology-enhanced classrooms.

Artificial Intelligence (AI)Information TechnologyRoboticsSoftware

H1B Sponsor Likely

Responsibilities

Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned

Provide support for desktop and laptop computers (Windows, Mac), including security, networking, peripherals, hardware, and software in accordance with our standard service levels

Develop and deploy desktop computer images

Serve as a DNL (departmental network liaison) and maintain DHCP entries. Troubleshoot wired and wireless networking on an as-needed basis

Provide front-line support for technology-enhanced classrooms, computer labs, and videoconferencing

Provide support for unit-specific software

Train and develop technical skills; become familiar with Franklin OIT standards and policies

Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk

Develop documentation, presentations, and training materials for clients and other audiences. Provide training

Participate in the helpdesk telephone and messaging systems as part of a call center

Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT

Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions

Assist with planning and problem solving; explore alternatives and recommend solutions

Contribute to development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects

Work with team members across Franklin to address coverage gaps

Help manage equipment life cycles, explore emerging technologies, and recommend solutions that may help improve efficiency and effectiveness. Gather quotes as needed and interact with vendors for support

Participate in IT meetings at the department, college, and/or institutional level

Other duties as assigned

Qualification

Desktop supportNetworking knowledgeTicketing system proficiencyTechnical trainingDocumentation skillsProblem-solvingTeamworkCommunication skills

Required

High school diploma or equivalent

Basic problem-solving and troubleshooting skills

Experience with standard desktop and laptop computers, peripherals, and operating systems

Basic knowledge of TCP/IP wired and wireless networking

Familiarity with common productivity and security applications

Build trust and respect, utilizes university resources responsibly, maintains a strong work ethic, and provides continuous and all-encompassing excellence in service

Meet agreed upon objectives and tasks for supported services

Complete routine requests in a timely manner

Create a seamless experience for clients

Perform at a consistently high standard

Participate in an annual performance development process

Use data and critical thinking to make well-judged decisions that enhance processes

Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM

Set and meet realistic goals

Effectively manage time and stay on-task

Document interactions with clients/colleagues and routine tasks in a ticketing system

Maintain productivity by collaborating with team members as appropriate

Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations

Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals

Communicates effectively through active listening, conflict management, and through verbal and written methods

Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers

Promote positive morale and serve as a positive representative of Franklin OIT

Attend department and college activities

Serve as an example for colleagues

Demonstrate professionalism and clarity in written and verbal communications

Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes

Learn and share knowledge by finding and applying relevant information, being agile in learning, shares and contributes back to the organization, and builds university knowledge

Serves others through cooperation, teamwork, and being service-oriented

Demonstrate personal accountability and avoid blaming others

Participate in the usage and implementation of college wide tools and standards

Contribute to the development and support of services which have a college wide scope

Be available and proactive in assisting co-workers and clients during the work day

Participate in a college-wide call center; provide assistance over the phone to clients across the college

Be receptive to training, coaching, and development from team members

Complete assigned tasks for workflows and processes within assigned team and/or services

Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals

Maintain a service orientation by prioritizing the needs of others and delivering exceptional support

Make sound decisions including critical thinking, sound judgement and choices, continually strives to improve processes in a strategic direction

Demonstrate initiative in planning and organizing work within scope

Participate in decision making and problem solving at the assistant level

Demonstrate alignment with Franklin OIT policies, and priorities

Provide feedback on standards and consult best practices

Engage with other colleagues and management to explore new technology, recommend alternative solutions, and provide feedback on strategic vision

Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic

This position spends long periods of time sitting/standing at a desk and working on a computer

This position will lift and move technology-related equipment and furniture of various shapes and sizes independently or with assistance from colleagues periodically

This position will bend, squat, reach overhead, and climb ladders to access, disassemble, and/or install equipment periodically

This position involves walking to meet with clients in buildings that are geographically near each other and the individual's primary office