Job no: 496058
Work type: Staff Full-time
Location: Pensacola - Main Campus
Categories: ITS General Admin
The University of West Florida is an Equal Opportunity/Access/Disabled/Veteran employer. Any individual requiring special accommodation to apply is requested to advise UWF by contacting UWF Human Resources at 850.474.2694 (voice) or 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.

• 50% - Troubleshoot, analyze, diagnose, and resolve issues regarding UWF information technology 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 an 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 are in the current knowledge base/collaboration system. 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)
• 20% - 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)
• 5% - 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% - Troubleshoot and provide 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