Help Desk Technical Assistant (Student)
Please see Special Instructions for more details.
You MUST be a current UNF student to apply for this posting. Applicants must complete an online application at www.unfjobs.org in order to be considered for this position. Applicants who do not apply online will not be considered for this position. Once you submit your completed application you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact ITS Help Desk at (904) 620-4357.
Posting Details
Position Information
Job TitleHelp Desk Technical Assistant (Student)DepartmentUser ServicesPosition Number965000Requisition Number063956Position TypeStudent AssistantFull Time/Part TimePart-TimeTime-limited throughN/AHoursMax of 28Hourly Rate$12.00Job Summary/Responsibilities
The ITS Help Desk, located in the Thomas G. Carpenter Library, is seeking energetic and dynamic individuals for an entry-level position providing first level technical support to UNF's students, faculty, and staff via telephone, email, or in person. This position offers flexible hours, on the job training and opportunities for advancement.
Job duties include, but are not limited to, the following:
- Consistently demonstrate exceptional customer service
- Provide clients with first level contact and problem resolution for hardware, software, network, and application issues on Windows and Macintosh platforms
- Obtain and convey concise information via the ticketing system for both external and internal service personnel following documentation standards
- Resolve client-reported issues, expertise permitting, using available resources following ITS procedures and guidelines
- Escalate tickets as appropriate in a timely manner following Help Desk procedures
- Act as liaison between clients and internal support staff to ensure accurate interpretation of the reported issue and maintain communication with clients during the resolution process
- Complete required Help Desk training in order to enhance and improve support to the University community
- Develop and maintain knowledge of Help Desk supported products and services
- Develop troubleshooting skills by utilizing available Help Desk tools and ITS Knowledge Base articles
- Act as a mentor to other Help Desk technicians
- Perform other duties and projects as assigned
Required Qualifications
This posting is for UNF Students Only. If you are not a UNF Student, please apply to the NON STUDENT/OPS Help Desk Technical Assistant position.
- Possess exceptional customer service skills
- Demonstrate excellent written and verbal communication skills
- Self-motivated and able to adapt to changing dynamics in workflow
- Ability to support clients both remotely and on site
- Excels in a team environment
- Aptitude to learn on the job from co-workers and supervisors
Preferred Qualifications
- Experience and ability to work with Windows 10
- Experience and ability to work with macOS
- Experience and ability to work with Microsoft Outlook 365
- Virus remediation
- Configuring Office 365 accounts on mobile operating systems
- Audio/Visual Experience
Statement(s) of UnderstandingN/AStatement(s) of Understanding Definition
N/A
Equal Opportunity
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 complains of 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.
Posting Detail Information
Anticipated Start Date05/13/2024Job Posting Date04/12/2024Application Review Date04/30/2024Application Deadline04/29/2024Open Until FilledYesPoint of Contact InformationITS Help Desk (904) 620-4357Hiring OfficialCourtney ChambersLocation if not JacksonvilleN/ASpecial Instructions
You MUST be a current UNF student to apply for this posting. Applicants must complete an online application at www.unfjobs.org in order to be considered for this position. Applicants who do not apply online will not be considered for this position. Once you submit your completed application you will receive a confirmation number. Keep the confirmation number for your records. If you have any questions about this position, please contact ITS Help Desk at (904) 620-4357.
Quicklink
Supplemental Questions
Required fields are indicated with an asterisk (*).

*Are you a current UNF student or will you be enrolled by the time the position begins?

• Yes
• No

*Are you available to work in the evening (6 pm to 10 pm)?

• Yes
• No

*Are you available to work weekends?

• Yes
• No

*Are you available to work during the Summer?

• Yes
• No

*Please describe any previous experience you have working in a customer service enviornment
(Open Ended Question)

*Rate your level of proficiency with Windows 10.

• Beginner
• Intermediate
• Advanced
• Expert

*Rate your level of proficiency with Mac OS X/macOS.

• Beginner
• Intermediate
• Advanced
• Expert

*You are assigned to work on five important tasks and you are short on time. All you can do is either have two tasks completed or have all five tasks started but not finished. What strategy will you choose and why?
(Open Ended Question)

*Write a few sentences explaining why you are interested in working at the UNF ITS Help Desk.
(Open Ended Question)

Documents Needed to Apply
Required Documents

Resume

Optional Documents