What are the responsibilities and job description for the IT Professional Assistant position at The University of Georgia?
Posting Details
Posting Details
Posting Number S14175P Working Title IT Professional Assistant Department EITS-Client Services About the University of Georgia
Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.
About the College/Unit/Department College/Unit/Department website eits.uga.edu Posting Type External Retirement Plan TRS Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information
Monday – Friday, 9:30am – 6:30pm
Advertised Salary 36,400 Posting Date 09/29/2025 Open until filled Yes Closing Date Proposed Starting Date 10/20/2025 Special Instructions to Applicants
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. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
USG Core Values Statement
The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.
Position Information
Classification Title IT Support Technician I FLSA Non-Exempt FTE 1.00 Minimum Qualifications
High school diploma or equivalent
Preferred Summary
Preferred Qualifications 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 on-line ticketing system, chat, call-center and walk-ins support.
Knowledge, Skills, Abilities And/or Competencies
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
Collaboration, Training And Process Improvement
Professional Development
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
Posting Details
Posting Number S14175P Working Title IT Professional Assistant Department EITS-Client Services About the University of Georgia
Chartered by the state of Georgia in 1785, the University of Georgia is the birthplace of public higher education in America and is the state’s flagship university (https://www.uga.edu/). The proof is in our more than 240 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly established School of Medicine.
About the College/Unit/Department College/Unit/Department website eits.uga.edu Posting Type External Retirement Plan TRS Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time Work Schedule Additional Schedule Information
Monday – Friday, 9:30am – 6:30pm
Advertised Salary 36,400 Posting Date 09/29/2025 Open until filled Yes Closing Date Proposed Starting Date 10/20/2025 Special Instructions to Applicants
- Please provide names and contact information for three professional references.
- This position is not eligible for work authorization sponsorship.
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. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).
USG Core Values Statement
The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.
Position Information
Classification Title IT Support Technician I FLSA Non-Exempt FTE 1.00 Minimum Qualifications
High school diploma or equivalent
Preferred Summary
Preferred Qualifications 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 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.
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.
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.
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.
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
