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Help Desk Analyst

University of Florida
Florida, United States
Salary Not specified
Posted Date
Dec 2, 2022
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Help Desk Analyst

Job No: 524838
Work Type:
Location: Main Campus (Gainesville, FL), Alachua
Categories: RealCat
Department: 14200300 - IT-AT UF COMPUTING HELP DSK

Job Description

Classification Title:

End User Computing Spec I

Job Description:

UF Information Technology (UFIT) is currently seeking an entry level Help Desk Analyst to join Academic Technology, a unit within UFIT. The UFIT Help Desk is a fully staffed call center that provides IT support to the entire campus.

Employment with UFIT provides an excellent opportunity to work with other employees dedicated and focused on understanding and interpreting the technological needs of the University of Florida's innovative and inspirational community.

Using strong communications and training skills coupled with specialized technical experience, a Help Desk Analyst is vital in providing support for university enterprise systems, administrative support and academic systems and other computing issues at the UFIT Help Desk.

Some key responsibilities and characteristics of this position are:
  • Provides Tier 1 IT support to all campus technology users via phone, email, chat, and walk-ins
  • Supports Student staff by working shifts in our student run call center
  • Works with core service providers to ensure that the help desk can provide knowledgeable, timely, and friendly support to campus end-users
  • Assists with training new student employees to work in a call center
  • Works heavily with our internal ITSM tool for ticket tracking and resolution (Cherwell)
  • Provides Tier 1 E-learning support
About UF Information Technology
Reporting to the Vice President and Chief Information Officer, UF Information Technology is comprised of eight departments: Academic Technology; Applications, Development, and Integrations; Business Center; Customer Experience and Resource Planning; Data Platform and Analytics; Information Security Office; Infrastructure and Communication Technology; and Research Computing. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF's mission. For more information about UFIT and its goals and governance, visit

Learn more about UFIT at and @GoGatorsUFIT.
About the University of Florida
UF is one of the nation's top-5 universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serving a diverse global community. UF is in Gainesville, one of Florida's most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what's happening here and know you will want to be a part of it.


Full-time TEAMS employees will accrue vacation leave at a rate of 6.769 hours biweekly/22 days annually and sick leave at a rate of 4 hours biweekly/13 days annually. In addition, employees are eligible for ten paid holidays each year.

Vacation accruing TEAMS employees are eligible for four personal leave days/32 hours per year, assuming full-time status, and are intended to give the flexibility to enable units to close from December 26 to 31 when possible, determined on a unit-by-unit basis.

In addition to paid time off, the University of Florida offers a very competitive benefits package.

UF Information Technology is committed to attracting, hiring, and retaining a diverse workforce and values diversity of thought, background, and experience.

Achieving a top-5 public university ranking means we make it a priority to employ and work with people with diverse experiences, backgrounds, and perspectives to discover new ways to leverage technology for teaching, learning, research, and the business needs of a comprehensive land-grant institution.

Every Gator has a part to play, and we invite you to join us as we build a community founded on belonging, inclusion, and the freedom to thrive.

Expected Salary:

$16.76 - $19.16 per hour; commensurate based on education and experience.

Minimum Requirements:

Associate's degree; or a high school diploma or equivalent and two years of relevant experience. Appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience but does not negate the minimum degree requirement(s).

Preferred Qualifications:

The ideal candidate will possess the following experience and skills:
  • Help Desk or call center exposure
  • Experience providing direct customer support
  • Troubleshooting basic hardware and software, operating systems and utilities, and Internet client/server software
  • Macintosh, Email, Exchange & Office 365, SharePoint, Web Conferencing applications, Active Directory, mobile devices
  • Typically has 2 to 5 years of IT work experience including managing projects
  • Working with student staff to provide support

Special Instructions to Applicants:

Applicants are required to submit the following with their application:
  • Cover Letter
  • Resume or CV
  • Professional References (Minimum of 3)

This position is eligible for veteran's preference. If you are claiming veteran's preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

This position requires U.S. work authorization.

The application must be submitted by 11:55 p.m. of the posting end date.

Health Assessment Required:

Advertised Salary:

Minimum Requirements

Preferred Qualifications

Special Instructions to Applicants

Health Assessment Required: $Health

Applications Close: $Closes

To apply, visit

The University is committed to non-discrimination with respect to race, creed, color, religion, age, disability, sex, sexual orientation, gender identity and expression, marital status, national origin, political opinions or affiliations, genetic information and veteran status in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. jeid-ebce58e9b0f85041983b6d3a67734919
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