IT Professional Assistant

We need to output HTML fragment with sections: About the role? Actually we have "About the University of Georgia" and "About The College/Unit/Department". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should only include sections when posting has real specific content. We have content about University, College/Unit/Department, Position Summary, Knowledge, Skills, Abilities, Duties/Responsibilities (multiple bullet lists), Physical Demands maybe not needed, but we can include as part of Responsibilities? Probably not. We have no explicit Benefits, Pay, Schedule specifics (only schedule M-F 8am-5pm mentioned under Additional Schedule Information). That is schedule info, so we can include a Schedule section with that detail. Pay: "Advertised Salary Commensurate with experience" - that's not specific, we should NOT include Pay section because it's filler (commensurate with experience). Benefits: "Employment Type Employee Benefits Eligibility Benefits Eligible Full/Part time Full Time" - not specific benefits, so we should not include Benefits section. Requirements: we have Minimum Qualifications: High school diploma or equivalent. Preferred Summary Preferred Qualifications (maybe empty). We can include Requirements section with that. Skills: we have Knowledge, Skills, Abilities And/or Competencies broken into categories; we can include Skills section with those bullet points. Responsibilities: we have Duties/Responsibilities with percentages; we can include Responsibilities section with bullet list (maybe combine). Also we have Position Summary (maybe About the role). Could treat "About the role" as Position Summary. Also we have "About the University of Georgia" and "About The College/Unit/Department" maybe could be under "About the role"? But instruction says use headings like About the role, Responsibilities, etc. We could include an "About the role" section containing the Position Summary and maybe university/college description? However they said do NOT repeat the job title as a heading. The page already shows it. So we can include About the role with description of role (Position Summary). The university/college description could be considered background but not required; but we might include as part of About the role? Might be okay to include as separate sections? The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but suggests those as examples. Safer to stick to those headings only when we have content. We have content for About the role (Position Summary). Responsibilities (Duties/Responsibilities). Requirements (Minimum Qualifications). Skills (Knowledge, Skills, Abilities). Schedule (Additional Schedule Information). Possibly also Qualifications? Could combine Requirements and Qualifications. But we have Minimum Qualifications and Preferred Summary (maybe empty). We'll put Requirements with Minimum Qualifications. Skills with the KSAs. We must not include filler like "commensurate with experience". So no Pay. Benefits none. Schedule we have M-F 8am-5pm. That's specific, so include Schedule. We must remove boilerplate like EEO, etc. We must preserve all substantive information. So we need to include all duties/responsibilities bullet points (the three groups with percentages). Also include Position Summary text. Also include Minimum Qualifications. Also include Knowledge, Skills, Abilities categories (Technical, Dependability and Integrity, Productivity, Relationships & Serving Others, Teamwork, Strategic Planning). Also include Physical Demands? Not in headings list; maybe we could include under Responsibilities? But it's substantive; we could add a section "Physical Demands" but not in examples; but instruction says use h3 for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid other headings, but says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. However Physical Demands is substantive; maybe we can incorporate into Responsibilities or Skills? It's about physical demands, not a skill. Could be part of Responsibilities? Might be okay to add a separate section but risk deviating. Safer to include as a subsection under Responsibilities? But we must preserve all substantive info; we could add a

under Responsibilities for Physical Demands. However the instruction: "Use

• for any list of duties/requirements/benefits, and

  for prose." So we can have prose paragraphs. Thus we can have:

  About the role

  Position Summary: This position will utilize industry standard tools to deliver high quality proactive support to desktops, laptops, computer labs, and technology-enhanced classrooms, meeting and anticipating the needs of faculty and staff within supported units. The ideal candidate for this position is prepared to work as part of a team to meet the support needs of faculty and staff within Franklin College. This position is also responsible for developing and maintaining relationships with supported faculty and staff and working with senior team members to manage these relationships.

  Maybe also include university/college description? Could be considered background but not required. Might be okay to add a short paragraph about University and College under About the role? But that might be mixing. I'd keep it just position summary.

  Responsibilities

  • Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
  • Provide support for desktop and laptop computers (Windows, Mac), including security, networking, peripherals, hardware, and software in accordance with our standard service levels.
  • Develop and deploy desktop computer images.
  • Serve as a DNL (departmental network liaison) and maintain DHCP entries. Troubleshoot wired and wireless networking on an as-needed basis.
  • Provide front-line support for technology-enhanced classrooms, computer labs, and videoconferencing.
  • Provide support for unit-specific software.
  • Train and develop technical skills; become familiar with Franklin OIT standards and policies.
  • Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk.
  • Develop documentation, presentations, and training materials for clients and other audiences. Provide training.
  • Participate in the helpdesk telephone and messaging systems as part of a call center.
  • Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT.
  • Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions.
  • Assist with planning and problem solving; explore alternatives and recommend solutions.
  • Contribute to development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects.
  • Work with team members across Franklin to address coverage gaps.
  • Help manage equipment life cycles, explore emerging technologies, and recommend solutions that may help improve efficiency and effectiveness. Gather quotes as needed and interact with vendors for support.
  • Participate in IT meetings at the department, college, and/or institutional level.
  • Other duties as assigned.

  Physical Demands: This position spends long periods of time sitting/standing at a desk and working on a computer; this position will lift and move technology-related equipment and furniture of various shapes and sizes independently or with assistance from colleagues periodically; this position will bend, squat, reach overhead, and climb ladders to access, disassemble, and/or install equipment periodically; this position involves walking to meet with clients in buildings that are geographically near each other and the individual’s primary office. Driving is not a responsibility. This is a Position of Trust. No operation, access, or control of financial resources. No P-Card required. No direct interaction or care of children under 18 or direct patient care. Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) is required.

  Requirements

  • High school diploma or equivalent.

  Skills

  • Technical: Basic problem-solving and troubleshooting skills; Experience with standard desktop and laptop computers, peripherals, and operating systems; Basic knowledge of TCP/IP wired and wireless networking; Familiarity with common productivity and security applications.
  • Dependability and Integrity: Build trust and respect, utilizes university resources responsibly, maintains a strong work ethic, and provides continuous and all-encompassing excellence in service; Meet agreed upon objectives and tasks for supported services; Complete routine requests in a timely manner; Create a seamless experience for clients; Perform at a consistently high standard; Participate in an annual performance development process; Use data and critical thinking to make well-judged decisions that enhance processes; Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM.
  • Productivity: Set and meet realistic goals; Effectively manage time and stay on-task; Document interactions with clients/colleagues and routine tasks in a ticketing system; Maintain productivity by collaborating with team members as appropriate; Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations; Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals.
  • Relationships & Serving Others: Communicate effectively through active listening, conflict management, and through verbal and written methods; Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers; Promote positive morale and serve as a positive representative of Franklin OIT; Attend department and college activities; Serve as an example for colleagues; Demonstrate professionalism and clarity in written and verbal communications; Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes.
  • Teamwork: Learn and share knowledge by finding and applying relevant information, being agile in learning, shares and contributes back to the organization, and builds university knowledge; Serve others through cooperation, teamwork, and being service-oriented; Demonstrate personal accountability and avoid blaming others; Participate in the usage and implementation of college wide tools and standards; Contribute to the development and support of services which have a college wide scope; Be available and proactive in assisting co-workers and clients during the work day; Participate in a college-wide call center; provide assistance over the phone to clients across the college; Be receptive to training, coaching, and development from team members; Complete assigned tasks for workflows and processes within assigned team and/or services; Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals; Maintain a service orientation by prioritizing the needs of others and delivering exceptional support.
  • Strategic Planning: Make sound decisions including critical thinking, sound judgement and choices, continually strives to improve processes in a strategic direction; Demonstrate initiative in planning and organizing work within scope; Participate in decision making and problem solving at the assistant level; Demonstrate alignment with Franklin OIT policies, and priorities; Provide feedback on standards and consult best practices; Engage with other colleagues and management to explore new technology, recommend alternative solutions, and provide feedback on strategic vision; Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic.

  Schedule

  M-F, 8am-5pm

  We must ensure no extra headings like About the University etc. We omitted them. Also we omitted any mention of Posting Number, etc. Good. Check that we didn't include any boilerplate like EEO, etc. We didn't. We preserved all substantive info: Position Summary, duties/responsibilities (including percentages?