IT Generalist I

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 troubleshoo