Serve as the point of contact providing phone and in-person help desk support for the staff and faculty in the Division of Student Life departments, offices, programs and residents living on-campus; ensure communication is handled in the most appropriate manner and/or routed appropriately

• Assists on-campus residents with setup and software install for personally owned computers
• Input and process work order requests utilizing web-based work order management system, as needed
• Serve as the point of contact for help desk support, answering telephone calls, assisting residents and
• Ensure compliance with departmental and University policies, guidelines, and other relevant regulations
• Writes and maintains documentation including internal IT staff wiki

Assist with the installation and implementation of desktop and mobile computing devices, printers and other peripheral devices, and wireless computing and communications devices

• Assist users with initial sign-on and access to software and files as designated by their supervisors
• Provide Tier 1 support to users for basic software and hardware of end-user computing needs and elevates to Tier 2 or 3, as required

Assists with large division-wide projects and initiatives

Assist in maintaining inventory of materials, supplies, and/or equipment throughout area of responsibility; ensure organized workstations and storage closets as directed

Develop reports, handle special projects, and perform other duties as assigned

• Serve on departmental, Division of Student Life or University of Florida committees or program support as needed

• Troubleshooting Windows and Mac computers in an enterprise environment, troubleshooting unmanaged personal computers, troubleshooting network (wired and wireless) issues
• IT Service Management fundamentals, Windows operating system, Mac operating system, Linux operating system, IP networking fundamentals, 802.1x
• Experience troubleshooting hardware, software, network connectivity, and peripheral device issues in a customer support or help desk environment

SKILLS

• Microsoft Exchange, Microsoft Active Directory, MS Intune, SafeConnect Posture Assessment, 802.1x On-boarding, Support Ticketing, Microsoft O365, IP networking, wiki software, Microsoft Powershell Scripting
• Demonstrated communication skills (verbal and written) and ability to communicate with various levels of staff
• Demonstrated attention to detail, professionalism, dependability, and timeliness

ABILITIES

• Ability to problem-solve with the ability to diagnose and resolve technical issues in a timely manner
• Demonstrated ability to handle multiple projects or tasks simultaneously
• Demonstrated ability to understand, interpret, and apply rules, regulations, policies, and procedures
• Demonstrated ability to work as a member of a team in a collaborative environment