IT PROFESSIONAL ASSOC

This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units. The ideal candidate for this position is prepared to work as part of a team to meet the support needs of faculty and staff within Franklin College. This position is also responsible for developing and maintaining relationships with supported faculty and staff and working with senior team members to manage these relationships. Knowledge, Skills, Abilities and/or Competencies Technical

• Basic problem-solving and troubleshooting skills
• Experience with standard desktop and laptop computers, peripherals, and operating systems
• Basic knowledge of TCP/IP wired and wireless networking
• Familiarity with common productivity and security applications
• Contributions and assistance with designing new and reviewing current technical processes

Dependability and Integrity

• Meet agreed upon objectives and tasks for supported services
• Complete routine requests in a timely manner
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process
• Use data and critical thinking to make well-judged decisions that enhance processes
• Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM
• Working with team members to address gaps in coverage with supervisor input

Productivity

• Set and meet realistic goals
• Effectively manage time and stay on-task
• Document interactions with clients/colleagues and routine tasks in a ticketing system
• Maintain productivity by collaborating with team members as appropriate
• Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals
• With supervisor input, work with the team to help identify ways to improve processes and productivity.

Relationships and Serving Others

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications
• Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes
• Interact and build relationships with departmental leadership under the tutoring of your supervisor

Teamwork

• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college wide tools and standards
• Contribute to the development and support of services which have a college wide scope
• Be available and proactive in assisting co-workers and clients during the work day
• Participate in a college-wide call center; provide assistance over the phone to clients across the college
• Be receptive to training, coaching, and development from team members
• Complete assigned tasks for workflows and processes within assigned team and/or services
• Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
• Maintain a service orientation by prioritizing the needs of others and delivering exceptional support
• With supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts

Strategic Planning

• Demonstrate initiative in planning and organizing work within scope
• Participate in decision making and problem solving at the assistant level
• Demonstrate alignment with Franklin OIT policies, and priorities
• Provide feedback on standards and consult best practices
• Engage with other colleagues and management to explore new technology, recommend alternative solutions, and provide feedback on strategic vision
• Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic
• Plan and promote ideas for operational improvements that meet the target strategy of the organization and in alignment with your supervisor’s guidance

Physical Demands

• This position spends long periods of time sitting/standing at a desk and working on a computer
• This position will lift and move technology-related equipment and furniture of various shapes and sizes independently or with assistance from colleagues periodically
• This position will bend, squat, reach overhead, and climb ladders to access, disassemble, and/or install equipment periodically
• This position involves walking to meet with clients in buildings that are geographically near each other and the individual’s primary office

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., This position will perform the following tasks at the associate level; this position will consult with his/her/their supervisor and other colleagues as necessary to complete these tasks:

• Manage assigned and incoming tasks to facilitate client support
• Train and develop technical skills and under supervision, provide assistance to junior team members as appropriate
• Understand and implement Franklin OIT standards and policies
• Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
• Provide defined aspects of support for desktop and laptop computers (Windows and Mac) including security, networking, peripherals, hardware, and software.
• Under supervision, assist in creating and deploying desktop computer images
• Perform some server-side tasks in collaboration with the Systems Management Team.
• Serve as a DNL (departmental network liaison) and keep DHCP entries up to date. Troubleshoot wired and wireless networking on an as-needed basis.
• May support scientific instruments attached to computers and provide limited support for research computing.
• Provide support as needed for technology enhanced classrooms, computer labs, and videoconferencing.
• Work with supervisor to make suggestions for improvements and process efficiencies, * Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk.
• Develop documentation, presentations, and training materials for clients and other audiences. Provide training on an as needed basis.
• Attend training or other professional development opportunities regularly.
• With the assistance of senior team members, consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT.
• Work with senior team members to plan work and solve complex problems; explore alternatives and recommend solutions.
• Create solutions and make recommendations to supervisors to improve the technical abilities of the organization and working support hub

Percentage of time 20 Duties/Responsibilities

• Collaborate with colleagues in Franklin OIT to develop and support services as they directly pertain to assigned support area
• Work with team members across Franklin to address coverage gaps
• Help manage equipment life cycles. Gather quotes as needed and interact with vendors for support.
• Attend and participate in IT meetings at the department, college, and/or institutional level department, college, and/or institutional level.

Percentage of time 15, * Other duties as assigned.

High school diploma or equivalent and 2 years of related experience

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 25 institutions of higher education and learning, as well 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 08.02.18.01.02.

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 Franklin College of Arts and Sciences is the heart of the University of Georgia’s learning environment, advancing new knowledge, research, scholarship and creative output by faculty, students, and staff in more than 80-degree programs across 40+ units.