Help Desk Analyst 103900
Job no: 495470
Work type: Staff Full-time
Location: Pensacola - Main Campus
Categories: Information Technology, Staff
The University of West Florida is an Equal Opportunity/Access/Affirmative Action/Disabled/Veteran employer. Any individual requiring special accommodation to apply is requested to advise UWF by contacting UWF Human Resources at 1-850-474-2694 (voice) or 1-850-857-6158 (TTY). E-Verify is required for employment. All applications for employment at the University are subject to Florida public records law.
Please review job requirements carefully. Failure to submit all pieces of the application may result in disqualification. Applications are accepted on the University of West Florida career site: https://careers.uwf.edu. For assistance contact UWF Human Resources at 850-474-2694 or jobs@uwf.edu.
Employment based visa sponsorship will NOT be considered for this position.
Position Number: 103900
Position Title (Classification Title): Help Desk Analyst 103900
Working Title: Help Desk Analyst I
Job Summary: This job is an on-campus position that reports to the ITS Help Desk Manager and is responsible for providing technology support for faculty, staff, and students. Responsibilities include troubleshooting hardware/software issues, resolving problems regarding University IT services, assisting with computer setups/revamps, assisting with training and mentoring, troubleshooting and providing support for instructors in classrooms, providing telecommunications support, and performing other duties as assigned. Developing skill levels which parallel emerging technologies, through research, computer-based training, literature, and on- and off-site training; participating in the identification and development of Help Desk support policies, procedures, and standards, offering ideas and suggestions for improvement; serving on university committees or task forces as requested by ITS management.
Work hours are shifted on a rotating basis to provide extended coverage. On-call is also required to monitor systems and respond to emergencies when the Help Desk is closed. Job often requires working over 40 hours per week including after hours, weekends, and holidays. The volume of work may fluctuate depending upon time of semester.
Department ITS General Admin
FLSA: Exempt
Minimum Qualifications: Masters degree in an appropriate area of specialization; or a bachelors degree in an appropriate area of specialization and two years of appropriate experience.
Position Qualifications: Strong knowledge of Windows and MacOS. Familiarity with common software applications, such as Microsoft Office Suite and web browsers. Experience with hardware troubleshooting and repair, including desktops, laptops, printers, and peripherals. Understanding of network protocols, wireless networks, and network troubleshooting. Knowledge of mobile devices, tablets, and related technologies. Must demonstrate ability to provide excellent customer service and work effectively within a team-oriented environment.
Preferred Qualifications Broad job knowledge typically obtained through professional entry-level certifications/credentials, advanced education or 2 years of work experience in a technical support role.
Essential Functions / Job Duties:

• 45% - Troubleshoot, analyze, diagnose, and resolve issues related to university IT services and hardware/software issues through various channels such as telephone, email, online, or on-site. Redirect unresolved questions or problems to relevant individuals or workgroups in a timely manner, in line with Help Desk policies and procedures. Record all requests into electronic ticketing system, providing detailed explanations of problems, accurately documenting problem resolutions, and demonstrating desire to provide excellent customer service. Provide first level support for connectivity problems for campus main network and for remote users. Ensure proper documentation and regular updates of troubleshooting procedures and approved responses in the current knowledge base/collaboration system, and follow up as needed. Interpret and communicate departmental and University standards regarding the appropriate use of technology services and equipment to faculty, staff, and students. Administer UWF systems ensuring optimal performance, security, and liability for end users and business operations. - (Essential)
• 15% - Provide service in a 24/7 working environment. Shift in-office hours on a rotating basis to provide coverage during extended hours. Provide on-call service during closed hours which includes monitoring of systems, managing service interruptions, and responding to customer requests for outages/emergencies; on-call monitoring is usually done remotely. - (Essential)
• 15% - Assist in new set up/revamps of UWF owned computers, assembling hardware/peripherals, installing UWF sanctioned software, ensuring that computers successfully connect to UWF network and all desktop applications execute appropriately. Perform some hardware repairs. Help with imaging computers for ITS-supported classrooms. Assist in maintaining workstations supported by ITS using endpoint management software, keeping workstations patched, healthy, and compliant with workstation standards. Identify and troubleshoot workstation security vulnerabilities. Research, test, and present information regarding new technology and products related to Help Desk support to managers/leads. - (Essential)
• 5% - Assist with ongoing training and mentoring of Help Desk student technicians and new staff members. Assist in providing group training for ITS-supported applications to UWF employees. - (Essential)
• 5% - Assist with monitoring operations of IT enterprise-wide hardware/software, notifying support staff and users about interruptions in services. Assist with software renewal process. Assist in developing processes needed to efficiently streamline Help Desk communication and follow-up. - (Essential)
• 5% - Troubleshooting and providing support for instructors in classrooms. - (Essential)
• 5% - Assist with providing technical assistance and support for telecommunication systems, including telephone, voicemail, video conferencing, and other communication technologies. - (Essential)
• 5% - Perform other duties as assigned, including but not limited to projects as they relate to improvement of daily and long-term operations of Help Desk services. - (Essential)

Physical Demands:

• Physical Requirements: Regularly involves lifting, bending or other physical exertion. Often exposed to one or more disagreeable environmental factors, such as heat, cold, noise, dust, dirt, chemicals, etc., with often to the point of being objectionable.
• Impact of Deadlines: Externally imposed deadlines set and revised beyond one's control. Interruptions influence priorities. Difficult to anticipate nature or volume of work with certainty beyond a few days.
• Standing: Daily
• Walking: Daily
• Sitting: Daily
• Reaching with hands and arms: Daily
• Climbing or balancing: Occasionally
• Stooping: Frequently
• Use of hands to handle objects: Daily
• Lifting up to 10lbs: Daily
• Lifting up to 25lbs: Frequently
• Lifting over 25lbs: Occasionally
• Talking as express or exchange of ideas verbally: Daily
• Hearing as perceive sound by ear: Daily
• Vision as distinguish colors & depth: Daily

Special Requirements or Considerations of the Job:
This position requires fingerprinting.
This position requires a criminal background screen.
This position requires a valid driver's license.
Number of Vacancies 1
Work Hours 8 to 5; work hours shift on rotating basis to provide extended coverage; on-call required to monitor systems/respond to emergencies when closed; job often requires working over 40 hours/week including after hours, weekends, and holidays
FTE 1
Salary Range $49,766
Pay Basis Annually
Closing Date: 5/6/2024
Special Instructions to Applicants: Candidates must apply online through the University of West Florida website: https://careers.uwf.edu. Applicants are required to attach a resume, cover letter and contact information for three references. An opportunity to upload these documents will be provided during the application process. For assistance, please contact Human Resources at 850-474-2694 or email jobs@uwf.edu.
Advertised: April 11, 2024
Applications close: May 06, 2024