End User Computing Specialist 2 - LTS Technician

Classification Minimum Requirements: Associate’s degree and two years of appropriate experience; or a high school diploma and four years of appropriate experience. Appropriate college coursework may substitute at an equivalent rate for the required experience.

About the role

As a member of the Enterprise Support Unit within the Library Technology Services department, this position is responsible for assisting in maintaining the library's technology footprint, including desktop devices, software, conference room technology, and mobile device management. This position is a main point of contact for employees experiencing technical issues and requires a strong customer service background, excellent technology troubleshooting techniques, and the ability to work as part of a team of IT professionals.

Library Technology Services serves as the focal point for planning, managing, and coordinating technology-based Information Resources that support Library operations. Library Technology Services manages 43 servers that support approximately 450 workstations and 150 mobile devices used by 225 faculty and staff and over 3 million annual patrons across ten buildings.

Responsibilities

• Configure, install, and maintain library technology systems
• Apply standard troubleshooting methods to diagnose technology issues within a networked environment
• Provide basic audio-visual support for Library conference rooms and events
• Resolve moderately complex software and device problems remotely and on-site across macOS and Windows, handling both mobile and desktop environments
• Transport equipment for installation and repairs
• Arrange and track third-party repair services
• Maintain records necessary for the tracking of technology
• Maintain and update inventory data across library and campus databases (Grover, MyAssets, MAB)
• Assist with Help Desk workflows: route, monitor, and resolve phone, email, and ticketing requests
• Perform inventory checks to keep asset records accurate
• Prepare and modify technical documentation related to troubleshooting, installing, and maintaining managed systems
• Provide consultation and training to end-users for the proper use of their technology
• Orient new users to library-provided technology and best practices
• Provide basic instruction for cloud-based computing and collaboration tools
• Instruct users on Internet security best practices to prevent viruses and malware
• Assist users with the use of the Library's Help Desk system
• Participate in special projects and perform other duties as assigned
• Serve on committees as appointed and participate in staff development opportunities

Qualifications

Required

• Associate’s degree and two years of appropriate experience; or a high school diploma and four years of appropriate experience. Appropriate college coursework may substitute at an equivalent rate for the required experience.

Preferred

• Expert customer service abilities
• Expertise in navigating, diagnosing, and assisting users with computer problems in both Mac and Windows operating system environments
• Expertise in computer troubleshooting methods
• Expert troubleshooting of Microsoft Office 365 applications
• Advanced skills in mobile device management
• Ability to assemble and disassemble computers
• Experience with computing and collaboration tools
• Basic familiarity with the Intune Endpoint Management System
• Basic understanding of Active Directory and Group Policies
• Basic familiarity with the MS Configuration Manager
• Basic familiarity with AV knowledge and troubleshooting
• Strong verbal and written communication skills
• Flexibility and ability to adapt and work in a rapidly changing academic environment
• Ability to work collaboratively and individually to accomplish goals

Pay

$25.38 minimum salary. The Smathers Libraries offer a salary commensurate with experience and credentials.

Benefits

The University of Florida offers a competitive benefits package including health, retirement, paid time off, discount programs, professional development, and worklife support.