Job Title :

Help Desk Support Specialist II

Position Number : 356760

356760

Requisition Number : B08741

B08741

Position Type :

Support Staff Non Exempt

Class Code : 2117

2117

Time-limited through :

N / A

Type of Appointment :

Full-Time

Faculty Position Sub-Type :

N / A

Length of Appointment :

N / A

Internal Recruitment? :

Working Hours : 8 : 00am - 5 : 00pm

8 : 00am - 5 : 00pm

Department : User Services

User Services

Organization :

Information Technology Services

Division : College :

College : N / A

N / A

Approved Hiring Salary Range :

$42,000.00 to negotiable

Pay Basis : Annually

Annually

Equal Opportunity :

In 2020, the University of North Florida (UNF) received the prestigious INSIGHT Into Diversity magazine Higher Education Excellence in Diversity (HEED) Award, the only application-based national award for U.

S. colleges and universities that exhibit an outstanding commitment to diversity and inclusion across their campuses. In addition, UNF ranked highest among the HEED institutions and was recognized as a 2020 Diversity Champion.

The University of North Florida (UNF) is committed to providing an inclusive and welcoming environment for all who interact in our community.

In building this environment, we strive to attract students, faculty and staff from a variety of cultures, backgrounds and life experiences.

The University of North Florida is an Equal Opportunity Employer and does not commit or permit discrimination or harassment on the basis of genetic information, race, color, religion, age, sex, disability, gender identity / expression, sexual orientation, marital status, national origin, or veteran status in any educational, employment, social, recreational program or activity that it offers.

In addition, UNF will not commit or permit retaliation against an individual who reports discrimination or harassment or an individual who cooperates in an investigation of an alleged violation of university regulation.

Carnegie :

UNF is a Carnegie Community Engaged Institution. This designation celebrates the University’s collaboration with community partners from the local to the global level.

It reflects UNF’s mission to contribute to the public good and prepare educated, engaged citizens.

Faculty Initiatives :

The University of North Florida promotes the quality and effectiveness of education and strives to maintain the highest standards of academic excellence in all phases of instruction, research / scholarship / creative activity, and service.

General Description / Primary Purpose :

Supervisor of ITS Help Desk technical assistant staff. Direct workflow, resolve problem escalation, provide resolution, assign incident priorities, and be proactive with management of the volume in the ITS Help Desk.

Supervise, train, and educate all technical assistant staff; Provide 2nd level support of campus hardware and software. Provide 2nd level support of student residence hall network.

Act as a secondary liaison between ITS Help Desk and other ITS user support teams. Document internal services and service levels.

Work with other ITS Help desk supervisors to maintain a cohesive ITS user support team. Coordinate ITS Teaching Technology equipment reservations.

Job Function :

25% Direct workflow, resolve problem escalation, provide resolution, assign incident priorities, and be proactive with management of the workload volume in the ITS Help Desk.

10% Coordinate ITS Teaching Technology equipment reservations.10% Document computing security procedures and incidents.10% Act as a secondary liaison between ITS Help Desk and other ITS user support teams.

10% Provide 2nd level support of campus hardware and software.

5% Provide 2nd level support of student dormitory network.10% Work with other ITS Help Desk supervisors to maintain a cohesive ITS user support team.

5% Train and educate all technical assistant staff.

Marginal Functions :

10% Document & enforce ITS Help Desk procedures. Maintain Help Desk equipment inventory & security. Create & maintain internal ITS Help Desk manuals and documentation.

Maintain staff scheduling system. Assist with Ticketing System workflow.5% Assist with creation of standard client images to be deployed to campus users.

5% Create new CMS web pages, update existing pages; test / repair web pages for WCAG compliance; and upload accessible documents.

Required Qualifications :

High school diploma and three years of experience directly related to the job functions. Directly related college coursework or vocational / technical training may substitute at an equivalent rate for the required experience.

Faculty Position Required Qualifications :

N / A

Departmental Requirements :

Knowledge / skills : Computer software and hardware, client and network operating systems, local area networks, Office automation software, strong human relations skills, ability to prepare technical documentation, ability to interpret and apply technical information.

Statement(s) of Understanding Definition :

• This position requires a background check. In conjunction with the University’s policy, this position may also require a credit check.
• The holder of this position is designated as a Responsible Employee pursuant to their role under Title IX. Therefore, the incumbent must promptly report allegations of sexual misconduct, sexual violence, and child sexual abuse by or against any student, employee, contractor, or visitor to the University’s Title IX Administrator or any divisional Title IX Coordinator.

Required Licensure or Certification :

N / A

Machines / Equipment used regularly :

90% Computers and associated peripherals 5% Telephones 5% A / V Equipment Computer with access to local area networks; network diagnostic tools;

network monitoring software; utilities; word processing software; decision support / spreadsheet software; documentation; telephone.

Anticipated Start Date :

04 / 13 / 2024

Job Posting Date : 02 / 20 / 2024

02 / 20 / 2024

Application Review Date :

03 / 04 / 2024

Application Deadline :

03 / 25 / 2024

Open Until Filled :

Point of Contact Information :

Madeleine Muller (m.muller@unf.edu)

Hiring Official : Courtney Chambers

Courtney Chambers

Location if not Jacksonville :

N / A

Special Instructions :

org in order to be considered for this position. Applicants who do not apply online and / or upload all the required documents will not be considered for this position.

Supplemental Documents :

• Cover Letter
• Resume

Once you submit both your completed application and uploaded documents you will receive a confirmation number. Keep the confirmation number for your records.

If you have any questions about this position, please contact Madeleine Muller (m.muller@unf.edu).

Quicklink :

https : / / www.unfjobs.org / postings / 26945

Last updated : 2024-02-23