"IT Client Support Associate"

Job Details

IT Client Support Associate

This position is primarily responsible for end-user support for division employees, including hardware, operating system, and network support for endpoints and devices. This position will provide level one user support for the alumni and donor system and the UGA Foundation financial system, working to resolve common issues and recognizing and escalating unusual or significant issues. This position will assist with equipment imaging, physical equipment moves, managing telephone needs, and will support and perform maintenance on audio-visual equipment while also overseeing meeting & event support. This position will also assist with user access set up and removal across various platforms including but not limited to Zoom, Adobe, and Qualtrics.

Special Instructions to Applicants

This position is structured as a permanent position within the Division of Development & Alumni Relations. We are unable to sponsor a work visa for this position.

Minimum Qualifications

High school diploma or equivalent and 2 years of related experience

Preferred Qualifications

• Experience installing and maintaining Windows and macOS
• Experience with video communication technologies
• Experience with hardware diagnosis and general repairs, examples might include replacing hard drives, cleaning scanners, testing network connections, etc.
• Experience supporting cellular devices
• Prior experience in technology helpdesk environment
• Experience with scripting languages
• General understanding of Active Directory and capabilities

Knowledge, Skills, Abilities and/or Competencies

• Self-starter, takes initiative, and can work independently as well as in a team environment
• Organizational skills
• Demonstrates a commitment to outstanding customer service
• Communicates and employs interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct
• Detail-oriented
• Must demonstrate proficient technical skills and have a functional working knowledge of business technology
• Ability to recognize new problems and determine solutions routinely and accurately
• Ability to initiate communication and interact in a manner that clearly and easily defines issues and predicts effects/outcomes
• Ability to provide positive and effective customer support by recommending technological solutions

Physical Demands

• Work in a standard office environment
• Sit and work at a computer workstation for an extended amount of time
• Work using electronic mail, telephone, face-to-face discussions, paper form correspondence
• Communicate effectively in writing, speaking, and listening
• Organize and establish priorities; Remember detail; multi-task
• Lift and/or move up to 50 pounds
• Walk, stand, stoop, lift, kneel, climb

Duties/Responsibilities

(75%) Provide help desk support for the Division of Development & Alumni Relations (DAR) and UGA Foundation (UGAF) employees for all technology needs; including hardware, operating system, network support, software security, and end point management.

Examples include, but are not limited to:

• Diagnose and resolve software and hardware problems
• Track, prioritize, and document requests using a ticketing system
• Install and configure new computers (Windows and Mac) and other technology equipment including cellular devices
• Diagnose and resolve problems with printers, copiers/scanners, phones, A/V equipment
• Diagnose and resolve network printing issues
• Assist with user access setup and removal
• User setup and permission management for DAR and UGA resources using Active Directory
• Endpoint management safelisting
• Diagnose and resolve network/VPN connectivity
• Support DAR and UGA Foundation audio/video needs for meetings, webinars, and user trainings
• Assist creating and managing virtual meetings using different platforms
• Assist managing and troubleshooting A/V equipment and configurations
• Assist setting up and configuring A/V equipment for in-person meetings at differing locations

(15%)

• Establish and maintain user documentation, provide point-of-use training, create blog entries, and develop and maintain user FAQs.

(10%) Special projects to include, but not limited to, the following.

• Assist with yearly upgrades projects for endpoints and users
• Assist with annual asset inventory
• Assist with newly defined projects within the IT team
• Develop topology diagrams