IT Professional Assistant

IT Professional Assistant

Position Summary:

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 on-line ticketing system, chat, call-center and walk-in support.

• Please provide names and contact information for three professional references.
• This position is not eligible for work authorization sponsorship.
• This is a full-time, on-site position.

• High school diploma or equivalent (Minimum).
• Knowledge of computer hardware, software, and network systems.
• Problem-solving skills:
  Ability to diagnose and resolve technical problems quickly and efficiently.
• Communication skills:
  Excellent verbal and written communication skills for interacting with clients.
• Time-management skills:
  Ability to prioritize tasks and work under pressure.
• Organization skills:
  Ability to keep track of multiple requests and ensure that each issue is resolved in a timely manner.
• Attention to detail:
  Ability to pay close attention to detail and maintain accurate records.
• Technical writing skills:
  Ability to document technical procedures and information in a clear and concise manner.
• Adaptability:
  Ability to learn new technology and adapt to changes in the industry.
• Teamwork:
  Ability to work effectively with others, including technical and non-technical individuals.

• Troubleshooting:
  Help users identify and resolve technical problems they are experiencing with UGA EITS centrally supported services and/or redirecting unit-level IT support teams when appropriate.
• Customer Service:
  Provide excellent customer service to end-users, communicating effectively and empathetically to understand their needs and respond in a professional and timely manner.
• Documentation:
  Keep accurate and detailed records of customer interactions, technical issues, and solutions provided to ensure that Tier 2 and 3 support teams have access to the information they need.
• Client training and support:
  Provide training and guidance to end-users on how to use various software and IT systems, including answering questions and providing step-by-step instructions.
• Escalation:
  Identifying and escalating more complex technical issues to senior IT Help Desk staff when necessary.
• Monitoring:
  Monitor inbound tickets, chat and call-center calls for evidence of system-wide disruptions and escalated to appropriate EITS units.

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

• Continuous Learning:
  Keep up-to-date with latest IT trends and technologies to ensure knowledge and skills needed to provide effective support to end-users.
• Maintain an accurate and up-to-date knowledge of the organization’s IT systems and infrastructure.

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

Is driving a responsibility of this position? No. Is this a Position of Trust? Yes. Does this position have operation, access, or control of financial resources? No. Does this position require a P-Card? No. Does having a P-Card an essential function of this position? No. Does this position have direct interaction or care of children under the age of 18 or direct patient care?

No. Does this position have Security Access? Yes.

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.

Recruitment Contact:
Jacob Thaxton
Email:
Jacob.

Thaxton

• Resume/CV
• Cover Letter
• List of References with Contact Information