IT Professional Assistant

Location of Vacancy

Athens Area

S15299P

IT Professional Assistant

EITS-Client Services

Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://(Use the "Apply for this Job" box below).). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton.

UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.

External

Benefits Eligible

Employee (Full Time)

Monday – Friday, 9:30am – 6:30pm

36,400

This incumbent serves to provide Tier 1 technical support to University of Georgia faculty, staff, students, and external stakeholders on centrally supported Enterprise Information Technology Services such as UGAMail, MyID, eLC, and Archpass Duo. This employee provides public‑facing client service through an online ticketing system, chat, call‑center, and walk‑in support.

• High school diploma or equivalent

• Technical knowledge of computer hardware, software and network systems.
• Problem‑solving skills to diagnose and resolve technical problems quickly and efficiently.
• Excellent verbal and written communication skills for interacting with clients.
• Time‑management skills to prioritize tasks and work under pressure.
• Organization skills to keep track of multiple requests and ensure timely resolution.
• Attention to detail to maintain accurate records.
• Technical writing skills to document procedures clearly and concisely.
• Adaptability to learn new technology and adapt to industry changes.
• Teamwork ability to work effectively with others, including technical and non‑technical individuals.

Sitting at a PC workstation for protracted periods using keyboard, mouse, and telephone. Lift up to 25 pounds.

Yes

Offers of employment are contingent upon completion of a background investigation, including a criminal background check, confirmation of credentials and employment history, and, if applicable, a satisfactory credit check. A pre‑employment drug test may be required for positions with high‑risk responsibilities.

• Troubleshoot:
  Help users identify and resolve technical problems with UGA EITS services and redirect to unit‑level IT support as appropriate.
• Customer Service:
  Provide excellent customer service, communicating effectively and empathetically to understand needs and respond timely.
• Documentation:
  Keep accurate and detailed records of interactions, issues, and solutions for Tier 2 and 3 support.
• Client Training and Support:
  Provide training and guidance on software and IT systems, including step‑by‑step instructions.
• Escalation:
  Identify and elevate complex issues to senior Help Desk staff when necessary.
• Monitoring:
  Monitor inbound tickets, chat and call‑center calls for system‑wide disruptions and report to appropriate units.

• Collaboration:
  
  Develop and maintain working relationships with EITS service staff to improve responsiveness and client satisfaction.
• Internal Documentation:
  Work with service units to develop and maintain internal and external support knowledge base.
• Internal Training:
  Assist with training new Help Desk Professional Assistants.
• Process Improvement:
  Review internal processes to identify areas for service improvement.

• Continuous Learning:
  Keep up‑to‑date with IT trends and technologies to provide effective support.
• Maintain accurate knowledge of the organization’s IT systems and infrastructure.

Recruitment Contact Name:
Jacob Thaxton

Recruitment Contact Email:
Jacob.

Thaxton

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb).