IT FIRST-CONTACT SUPPORT:
• Initial end-user support contact for hands-on support by answering phones, greeting walk-ins, and monitoring myIT ticket queues.
• Onboards departmental employees by assisting users with initial sign-on and access to software and file server data.
• Establishes and troubleshoots connectivity issues (both wired and wireless).
• Maintains documentation of end-user support activities and procedures.
• Serves as a technical resource for users assisting in basic to moderate issues.

COMPUTER AND PERIPHERAL HARDWARE SUPPORT:
• Installs new computer equipment and peripherals (printers, monitors, disk drives, etc) as needed or requested.
• Isolates and repairs computer hardware and computer system problems.
• Stays informed on current computer hardware standards in order to make appropriate recommendations for computer hardware solutions that satisfy user requirements.

COMPUTER OPERATING SYSTEM AND APPLICATION SOFTWARE SUPPORT:
• Responsible for troubleshooting and resolving basic to moderate software and hardware issues, escalating issues to the IT Lead as needed.
• Installs, configures, and supports all operating systems currently supported within the embedded department.
• Installs, configures, and supports the application software in use within the College of Engineering approved for use by campus policies and adhering to data classification requirements.
• Configures and supports a variety of mobile devices (smartphones and tablets).
• Isolates and fixes computer operating system and application software problems.
• Works with vendor technical support to isolate and solve software application problems.
• Develops employee user guides or procedure manuals as needed for specialized applications or training purposes.
• Customizes software to user specifications as needed.

ENTERPRISE MANAGEMENT TOOLS SUPPORT, USAGE, AND DOCUMENTATION:
• Maintains objects within UF’s Active Directory (UFAD) (user, workstation, application and policy objects).
• Assists users with issues relating to UF’s email and unified communications service (UFX).
• Utilizes UF’s enterprise protection platform (UFEM) for workstation management.
• Utilizes an IT service management (ITSM) platform for trouble ticket, inventory, change and configuration management.
• Documents procedures associated with maintaining the AD, UFX, UFEM and ITSM environments.
• Performs routine auditing of workstations to ensure systems are at current patch levels and isolate causes of potential system failures.

ADMINISTRATIVE AND OTHER DUTIES:
• Assists with IT related inventory processes and asset management.
• Uses UF’s Software Licenses Services liaison dashboard for managing software licenses.
• Documents, tracks, and monitors problem tickets to ensure timely resolution.
• Stays informed on current trends in the Information Technology industry in order assist management with planning future projects.
• Participates in UF and College committees, user groups, and training as needed or directed.

Additionally, the following knowledge and abilities are required to be successful in this position:

• Ability to establish and maintain effective customer relationships.
• Knowledge of computer concepts, terminology, and analytical techniques of computing.
• Ability to troubleshoot computer hardware and software problems with applications and services the support unit requires for business, academic, and research efforts.
• Ability to communicate orally and in writing.
• Ability to establish effective working relationships with peers.