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 UGA - Mail, My. ID, e. LC, and Archpass Duo). This employee provides public facing client service through on-line ticketing system, chat, call-center and walk-ins support. Knowledge, Skills, Abilities and/or Competencies Technical knowledge: 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 task 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. Physical Demands 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 Is 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 (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) Yes Credit and P-Card policy Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website. Background Investigation Policy Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website. Duties/ Responsibilities Duties/ Responsibilities EITS Help Desk Support: Troubleshooting: Help users identify and resolve technical problems they are experiencing with UGA EITS centrally supported services and/or redirecting t 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 in-bound tickets, chat and call-center calls for evidence of system-wide disruptions and escalate to appropriate EITS units. Percentage of time 60 Duties/ Responsibilities Collaboration, Training and Process Improvement: 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. Percentage of time 30 Duties/ Responsibilities Professional Development: 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. Percentage of time 10 Contact Information Recruitment Contact Contact Details For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. Recruitment Contact Name Jacob Thaxton Recruitment Contact Email Jacob. Thaxton@uga.edu Recruitment Contact Phone Posting Specific Questions Required fields are indicated with an asterisk ( - ). Applicant Documents Required Documents Resume/ CV Cover Letter List of References with Contact Information Optional Documents

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