Help Desk Analyst 118640
Help Desk Analyst 118640
Posted on :
20-06-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
20-06-2025
Job Description
The University of West Florida is an Equal Opportunity/Access/Disabled/Veteran employer. Any individual requiring special accommodation to apply is requested to advise UWF by contacting UWF Human Resources at 850.474.2694 (voice) or 850.857.6158 (TTY). E-Verify is required for employment. All applications for employment at the University are subject to Florida public records law.
Please review job requirements carefully. Failure to submit all pieces of the application may result in disqualification. Applications are accepted on the University of West Florida career site: . For assistance contact UWF Human Resources at 850.474.2694 or .
Employment based visa sponsorship will NOT be considered for this position.
Work hours are shifted on a rotating basis to provide extended coverage. On-call is also required to monitor systems and respond to emergencies when the Help Desk is closed. Job often requires working over 40 hours per week including after hours weekends and holidays. The volume of work may fluctuate depending upon time of semester.
- 50% - Troubleshoot analyze diagnose and resolve issues regarding UWF information technology services and hardware/software issues through various channels such as telephone email online or on-site. Redirect unresolved questions or problems to relevant individuals or workgroups in a timely manner in line with Help Desk policies and procedures. Record all requests into an electronic ticketing system providing detailed explanations of problems accurately documenting problem resolutions and demonstrating desire to provide excellent customer service. Provide first level support for connectivity problems for campus main network and for remote users. Ensure proper documentation and regular updates of troubleshooting procedures and approved responses are in the current knowledge base/collaboration system. Interpret and communicate departmental and University standards regarding the appropriate use of technology services and equipment to faculty staff and students. Administer UWF systems ensuring optimal performance security and liability for end users and business operations. - (Essential)
- 20% - Provide service in a 24/7 working environment. Shift in-office hours on a rotating basis to provide coverage during extended hours. Provide on-call service during closed hours which includes monitoring of systems managing service interruptions and responding to customer requests for outages/emergencies; on-call monitoring is usually done remotely. - (Essential)
- 5% - Assist in new set up/revamps of UWF owned computers assembling hardware/peripherals installing UWF sanctioned software ensuring that computers successfully connect to UWF network and all desktop applications execute appropriately. Perform some hardware repairs. Help with imaging computers for ITS-supported classrooms. Assist in maintaining workstations supported by ITS using endpoint management software keeping workstations patched healthy and compliant with workstation standards. Identify and troubleshoot workstation security vulnerabilities. Research test and present information regarding new technology and products related to Help Desk support to managers/leads. - (Essential)
- 5% - Assist with ongoing training and mentoring of Help Desk student technicians and new staff members. Assist in providing group training for ITS-supported applications to UWF employees. - (Essential)
- 5% - Assist with monitoring operations of IT enterprise-wide hardware/software notifying support staff and users about interruptions in services. Assist with software renewal process. Assist in developing processes needed to efficiently streamline Help Desk communication and follow-up. - (Essential)
- 5% - Troubleshoot and provide support for instructors in classrooms. - (Essential)
- 5% - Assist with providing technical assistance and support for telecommunication systems including telephone voicemail video conferencing and other communication technologies. - (Essential)
- 5% - Perform other duties as assigned including but not limited to projects as they relate to improvement of daily and long-term operations of Help Desk services. - (Essential)
- Physical Requirements: Regularly involves lifting bending or other physical exertion. Often exposed to one or more disagreeable environmental factors such as heat cold noise dust dirt chemicals etc. with often to the point of being objectionable.
- Impact of Deadlines:Externally imposed deadlines set and revised beyond ones control. Interruptions influence priorities. Difficult to anticipate nature or volume of work with certainty beyond a few days.
- Standing: Daily
- Walking:Daily
- Sitting:Daily
- Reaching with hands and arms:Daily
- Climbing or balancing:Occasionally
- Stooping:Frequently
- Use of hands to handle objects:Daily
- Lifting up to 10lbs:Daily
- Lifting up to 25lbs:Frequently
- Lifting over 25lbs:Occasionally
- Talking as express or exchange of ideas verbally:Daily
- Hearing as perceive sound by ear:Daily
- Vision as distinguish colors & depth:Daily
This position requires a criminal background screen.
This position requires fingerprinting.
This position is eligible for veterans preference.
Applicants are required to attach a resume cover letter and contact information for three references.
An opportunity to upload these documents will be provided during the application process.
For assistance please contact Human Resources at or email
This position allows eligible veterans and their spouses to claim Veterans Preference pursuant to Section 295.07 F.S.; applicants claiming preference are responsible for providing required documentation on or before the posting deadline date as such documentation is required for eligibility determination. Supporting documentation in addition to the DD214 may be required based on eligibility criteria. For information on obtaining a DD214 visit or call 1-.
At the conclusion of this search if a non-preference eligible applicant is appointed to the position and you are a preference-eligible applicant and believe that you were not afforded employment preference in accordance with applicable Florida law and regulation a written complaint requesting an investigation may be submitted to the Florida Department of Veterans Affairs Division of Benefits and Assistance 9500 Bay Pines Blvd. Room 214 St. Petersburg Florida 33708. Such a complaint should be filed within 60 calendar days from the date that the notice the position has been filled is received by the applicant pursuant to Sections 120.569 and 120.57 F.S.
Prior to filing a complaint it is the responsibility of the preference-eligible applicant to contact the designated Human Resources or other contact person at least one time after 45 days have passed from the final date for submitting an application or the interview date whichever is later in time if the applicant has not received notice of a hiring decision.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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