Classification Title:

IT Generalist I

Job Description:

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 moderate to complex 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 moderately complex 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(s). 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 GatorCloud services (including email and unified communications). Utilizes UF’s enterprise protection platform (UFEM) for workstation management. Utilizes UF’s IT service management (ITSM) platform for trouble ticket, inventory, change and configuration management. Utilizes UF’s IP Address Management (IPAM or MAB) systems for establishing network connections to systems. Utilizes UF’s risk management systems to assist the unit IT Lead in the Integrated Risk Management (IRM) risk assessments. 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.

IPPD PROGRAM SPECIFIC IT SUPPORT:

Designs, develops, and maintains the applications used by students for applying to the IPPD program. Designs, develops, and maintains the applications used by students, IPPD faculty and coaches, and outside representatives to support the collaboration, communication, and peer review of IPPD teams. Assists in the setup and teardown of design review events. Attends, as technical support, design review events.

OTHER DUTIES AS ASSIGNED BY SUPERVISOR, SUCH AS:

Provided training in the use of new infrastructure, services, and applications as they are added to the computing environment. Communicate UF, College, and unit IT topics to unit employees and students in a suitable and understandable manner. Move IT assets between locations as needed. Expected Salary:

$60,000-$65,000; commensurate with qualifications and experience

Minimum Requirements:

Bachelor's degree in an appropriate area; or an equivalent combination of education and experience. 

Preferred Qualifications: Knowledge and experience installing, configuring, administering, and troubleshooting various operating systems (specifically Red Hat and Ubuntu Linux, Microsoft Windows and Mac OSX). Knowledge and experience administering systems in an enterprise environment (specifically active directory, group policy, SharePoint, Exchange, Office 365, and endpoint management tools (managed anti-virus, Microsoft Configuration Manager, InTune, cloud backup, etc). Knowledge and experience installing, configuring, and troubleshooting common desktop software and office productivity suites (i.e. Microsoft Office). Knowledge and experience with Microsoft Office 365 development and collaboration tools (specifically Teams, Lists, Forms, PowerAutomate, PowerApps, SharePoint Online, and Bookings). Knowledge and experience with the core principles of Software Engineering. Ability to troubleshoot computer hardware and software problems (including, but not limited to, Windows, Mac and Linux operating systems, Microsoft Office, Microsoft Exchange, SharePoint, Office 365, and Endpoint Management suites). Ability to coordinate and communicate effectively both orally and in writing. Ability to effectively interpret written guidelines and policies. Ability to work independently with minimal daily supervision. Ability to work under pressure to meet deadlines. Ability to work well with others / establish and maintain effective working relationships. Good technical writing skills in order to write and maintain documentation and instructional/training materials. Special Instructions to Applicants:

In order to be considered for this position, applicant must upload a cover letter and resume with application.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required: No