Job Information
University of Florida Helpdesk Specialist in Gainesville, Florida
Helpdesk Specialist
Apply now (https://secure.dc4.pageuppeople.com/apply/674/gateway/default.aspx?c=apply&lJobID=532071&lJobSourceTypeID=796&sLanguage=en-us) Job no: 532071
Work type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Information Technology
Department: 18300000 - ED-LASTINGER CENTER
Classification Title:
IT Generalist I
Job Description:
The University of Florida Lastinger Center for Learning’s mission is to improve the quality of teaching, learning, and childcare. We research, develop, and scale equitable educational innovations for adults and children that put all learners on trajectories for lifelong success. Specifically, the Center targets kindergarten readiness, 3rd grade reading proficiency, and algebra proficiency as critical milestones in children's educational trajectory that are predictive of success in school and life. The Center works at the nexus of research, practice, and policy to develop sustainable systems that leverage educational technologies and improve the implementation of research-based practices. Housed in one of the nation's elite public research universities, the Center operates as a dynamic, entrepreneurial workplace focused on executing against UF's service mission to strengthen the human condition and improve the quality of life. The Lastinger Center is committed to attracting, hiring, and retaining top talent by valuing diversity of thought, skill, and experience. As an equal opportunity employer, we believe in fostering environments where team members feel included, valued for their differences, and empowered to do their best work.
Level 1 Support
Assists with user accounts, file rights management and backup recovery.
Assists the development of appropriate technology solutions for information delivery and/or learning environments.
Creates graphical interactive training resources and related documentation as directed by the project.
Assist practitioners and with the Center's online content offerings through email, phone calls, and texts, including during weeknights and weekends when required.
Handle common support requests related to enrollment, project information, navigating and utilizing a custom learning management system, resolving system bugs/errors, login issues, and providing general computing assistance such as printing, saving, and attaching documents.
Act as a primary contact for users experiencing technical difficulties, providing timely and accurate customer service.
Escalate complex issues to higher-level support teams while ensuring comprehensive documentation of the problem and solutions offered.
Support-Related Projects and Tasks
Work with the Success Enablement Specialist to maintain and update tutorials for the Flamingo Learning System and other Lastinger Products and Services.
Assist in the implementation of tutorial software initiatives under the guidance of the Success Enablement Specialist.
Run support-related reports for various contracts and projects as necessary.
Communicate and implement suggestions for improvements to software used by the support team to the Technology Coordinator
Other Tasks as Assigned
Travel may be needed quarterly.
Hybrid work location policy:
Lastinger Center for Learning supports and promotes a healthy work-life balance. To achieve this, the Lastinger Center offers a flexible, hybrid work schedule that aligns with the university’s Flexibility in the Workplace Policy. Allowing employees to stagger arrival and departure times as necessary and to vary the number of workdays in the office so long as an employee’s FTE commitment is fulfilled within the university workweek. This policy also allows for occasional, incidental remote work based on individual circumstances.
Expected Salary:
$48,000 - $52,500
Minimum Requirements:
Bachelor's degree in an appropriate area; or an equivalent combination of education and experience
Preferred Qualifications:
Help Desk/Call Center experience
Experience working within CRM/ticketing systems.
Experience working within Learning and/or Training Management Systems (LMS/TMS)
Proficiency assisting clients within iOS and Windows Operating Systems.
Fluency, both oral and written, in English and Spanish
Special Instructions to Applicants:
In order to be considered, you must upload your cover letter and resume.
Application must be submitted by 11:55 p.m. (ET) of the posting end date.
Health Assessment Required:No
Advertised: 26 Jun 2024 Eastern Daylight Time
Applications close: 10 Jul 2024 Eastern Daylight Time