IT Associate

Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 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 formed School of Medicine.

Monday through Friday 8:00 am - 5:00 pm

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu).

The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as 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 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653.

Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Terry OIT's Tier 1 Team is a customer-facing team that manages the intake and fulfillment of IT support requests for Instructional Support; Classroom Technology; and Faculty and Staff computing. To ensure ample coverage and classroom support from 8am to 6pm, Monday through Friday, the IT Associate would be responsible for opening the Solutions Center at 7:30am. Every morning the Associate will audit all open cases in SalesForce to ensure proper delegation of cases for the day; meet client deadlines; and handle critical cases that may have appeared overnight. From there, daily duties will be to assist the Tier 1 Manager with daily operations including: delegation of tasks to student workers; student worker training; and liaison for critical resources only full-timers have access to. The Associate will maintain certification of Profession Education Portal Learning Admin to implement and create training materials to enhance digital literacy; maintain compliance with USG policies; and facilitate the growth of TerryTechTutors.

* Knowledge of Windows and Mac OSX Desktop Operating Systems.
* Knowledge of iOS and Android mobile devices.
* Ability to troubleshoot end user devices such as laptops and desktop computers.
* Ability to explain sophisticated concepts to end users and student workers.
* Be a self-starter and have the ability to work independently or as part of a team.
* Ability to communicate effectively in both written and oral forms.
* Good time management and punctuality.
* Customer Service attitude and experience.

Working in a normal office environment.

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.

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.

Tier 1 Operations:
* Manage Solutions Center day-to-day operations, process development, prioritization, and delegation of tickets.
* Familiarity/support with Qualtrics, ELC, Zoom, Kaltura, SalesForce, Adobe CC, Office.
* Development of documentation and training materials for known problems and their solutions.
* Work closely with outside vendors to coordinate maintenance and service calls that are sometimes after hours.
* Provide training to support staff and others; evaluate products and services; and prepare and present reports.
* Provide direct, timely, hands-on technology support to the client including the diagnosis and resolution of issues with standalone or interconnected hardware, software, peripherals, and network devices. This includes support and maintenance of some systems supporting labs, studios, and meeting spaces.

Assist Tier 1 IT Manager in Recruiting, selection, hiring, training, delegation of cases, scheduling, facilitating jobs requiring elevated privileges, maintaining a productive environment, and management of 6-8 student workers.

Assist Tier 1 IT Manager in Coordination with Other IT Personnel and Leadership to:
* Ensure staff have appropriate and consistent access to IT resources and information systems.
* Assist in the planning, development, organization and delivery of training events/programs.
* Actively participate and contribute to IT planning and management efforts.

Assist Tier 2 team with imaging tasks and other miscellaneous duties as needed and assigned by the Service Desk manager.