IT Client Support Associate

This position is primarily responsible for end-user support for division employees, including hardware, operating system, and network support for endpoints and devices. This position will provide level one user support for the alumni and donor system and the UGA Foundation financial system, working to resolve common issues and recognizing and escalating unusual or significant issues. This position will assist with equipment imaging, physical equipment moves, managing telephone needs, and will support and perform maintenance on audio-visual equipment while also overseeing meeting & event support. This position will also assist with user access set up and removal across various platforms including but not limited to Zoom, Adobe, and Qualtrics.

Preferred Qualifications: 

• Technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate such as CompTIA, HDI-SCA, ACMT, or ITIL
• Experience installing and maintaining Windows and macOS 
• Experience with video communication technologies
• Experience with hardware diagnosis and general repairs, examples might include replacing hard drives, cleaning scanners, testing network connections, etc. 
• Experience supporting cellular devices
• Prior experience in technology helpdesk environment
• Experience with scripting languages 
• General understanding of Active Directory and capabilities   

Special Instructions to Applicants: 

• This position is structured as a permanent position within the Division of Development & Alumni Relations. We are unable to sponsor a work visa for this position.

Knowledge, Skills, Abilities and/or Competencies: 

• Self-starter, takes initiative, and can work independently as well as in a team environment
• Organizational skills
• Demonstrates a commitment to outstanding customer service
• Communicates and employs interpersonal actions that model high standards of professional, responsible, accountable, and ethical conduct
• Detail-oriented
• Must demonstrate proficient technical skills and have a functional working knowledge of business technology
• Ability to recognize new problems and determine solutions routinely and accurately
• Ability to initiate communication and interact in a manner that clearly and easily defines issues and predicts effects/outcomes
• Ability to provide positive and effective customer support by recommending technological solutions

Additional Division Expectations:

• Through open, honest, and respectful communication, all staff, supervisors, and colleagues of the Division of Development & Alumni Relations are expected to interact with fairness, compassion, and decency. All employees will be held accountable for meeting the expectation of promoting a stable, productive, and healthy work environment
• Adherence to CASE standards and commonly accepted industry standards relating to fundraising reporting are expected of all fundraisers. All fundraisers will be held accountable for meeting this expectation.

Duties/Responsibilities

(75%) Provide help desk support for the Division of Development & Alumni Relations (DAR) and UGA Foundation (UGAF) employees for all technology needs; including hardware, operating system, network support, software, security, and end point management. Examples include, but are not limited to:

• Diagnose and resolve software and hardware problems
• Track, prioritize, and document requests using a ticketing system
• Install and configure new computers (Windows and Mac) and other technology equipment including cellular devices
• Diagnose and resolve problems with printers, copiers/scanners, phones, A/V equipment
• Diagnose and resolve network printing issues
• Assist with user access setup and removal
• User setup and permission management for DAR and UGA resources using Active Directory
• Endpoint management safelisting
• Diagnose and resolve network/VPN connectivity
• Support DAR and UGA Foundation audio/video needs for meetings, webinars, and user trainings
• Assist creating and managing virtual meetings using different platforms
• Assist managing and troubleshooting A/V equipment and configurations
• Assist setting up and configuring A/V equipment for in person meetings at differing locations

(15%) 

• Establish and maintain user documentation, provide point-of-use training, create blog entries, and develop and maintain user FAQs

(10%) 

• Special projects: Assist with yearly upgrades projects for endpoints and users, assist with annual asset inventory, assist with newly defined projects within the IT team, develop topology diagrams, and other items as assigned

About the Division of Development and Alumni Relations

The Division of Development and Alumni Relations at the University of Georgia advances the goals, objectives, and priorities of the university by generating private financial support, building, and maintaining relationships with alumni and donors, and assisting students with career development opportunities.

About the University of Georgia:

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 3,000 faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

EEO Policy Statement:

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).

USG Core Values Statement:

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.