What are the responsibilities and job description for the IT Professional Associate (Team Lead) position at University of Georgia?
Posting Details
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
Posting Details
| Posting Number | S13168P |
|---|---|
| Working Title | IT Professional Associate (Team Lead) |
| Department | EITS-Client Services |
| About the University of Georgia | Since our founding in 1785, the University of Georgia has operated as Georgia's oldest, most comprehensive, and most diversified institution of higher education (https://www.uga.edu/). The proof is in our more than 235 years of academic and professional achievements and our continual commitment to higher education. UGA is currently ranked among the top 20 public universities in U.S. News & World Report. The University's main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA employs approximately 3,100 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 41,000 students including over 31,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 19 schools and colleges, including our newly formed School of Medicine. |
| About the College/Unit/Department | |
| College/Unit/Department website | eits.uga.edu |
| Posting Type | External |
| Retirement Plan | TRS |
| Employment Type | Employee |
| Benefits Eligibility | Benefits Eligible |
| Full/Part time | Full Time |
| Work Schedule | |
| Additional Schedule Information | Monday - Friday, 7:30am - 4:30pm. |
| Advertised Salary | Up to 40,157 |
| Posting Date | 01/31/2025 |
| Open until filled | Yes |
| Closing Date | |
| Proposed Starting Date | 03/02/2025 |
| Special Instructions to Applicants | |
| Location of Vacancy | Athens Area |
| EEO Policy Statement | The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR (hrweb@uga.edu). |
| USG Core Values Statement | The University System of Georgia is comprised of our 26 institutions of higher education and learning, as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found online at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct. Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found online at https://www.usg.edu/policymanual/section6/C2653. |
Position Information
| Classification Title | IT Technical/Paraprofessional/Professional |
|---|---|
| FLSA | Non-Exempt |
| FTE | 1.00 |
| Minimum Qualifications | Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications. |
| Preferred Qualifications | |
| Position Summary | This position will serve as the Team Lead for the EITS Help Desk. In addition to the day-to-day tasks of providing Tier 1 Technical Support to the University of Georgia faculty, staff, students and external UGA stakeholders on EITS applications and technologies (such as UGAMail, MyID, Archpass Duo, and eLC), the EITS Help Desk Team Lead will assist in the development, training and mentorship of EITS Help Desk IT Professional Assistants. |
| Knowledge, Skills, Abilities and/or Competencies |
|
| Physical Demands |
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| Is driving a responsibility of this position? | No |
| Is this a Position of Trust? | Yes |
| Does this position have operation, access, or control of financial resources? | No |
| Does this position require a P-Card? | No |
| Is having a P-Card an essential function of this position? | No |
| Does this position have direct interaction or care of children under the age of 18 or direct patient care? | No |
| Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications) | Yes |
| Credit and P-Card policy | Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website. |
| Background Investigation Policy | Offers of employment are contingent upon completion of a background investigation including, a criminal background check demonstrating your eligibility for employment with the University of Georgia; confirmation of the credentials and employment history reflected in your application materials (including reference checks) as they relate to the job-based requirements of the position applied for; and, if applicable, a satisfactory credit check. You may also be subject to a pre-employment drug test for positions with high-risk responsibilities, if applicable. Please visit the UGA Background Check website. |
Duties/Responsibilities
| Duties/Responsibilities |
Help Desk Lead Support * Deliver knowledgeable and reliable service as first point of client contact offering advice and support for EITS supported services * Provide Tier 1 technical support to all faculty, staff, students and external stakeholders of the University of Georgia through phone, ticket, email and chat * Supervise EITS Help Desk team of IT Professionals to provide technical assistance and support to end users * Maintain EITS Help Desk Queue. Assign tasks and responsibilities to team members and ensuring that all incidents are resolved in a timely and efficient manner * Assist in training and mentorship of new EITS Help Desk employees * Communicate time sensitive issues to EITS Help Desk Manager and/or Director of Client Services * Collaborate with internal EITS departments and external stakeholders to resolve complex technical issues and improve overall IT support services |
|---|---|
| Percentage of time | 60 |
| Duties/Responsibilities |
Help Desk Reporting and Processes * Suggest and collaborate on development and implementation of processes and procedures to improve the efficiency and effectiveness of the EITS Help Desk * Monitor and evaluate the performance of team members to ensure they are meeting performance standards * Provide leadership and guidance to the team in order to meet service level agreements and customer satisfaction goals * Provide regular reports on team performance and customer satisfactions to senior management * Assist with the review and maintenance of the EITS Help Desk Knowledge Base and associated documentation |
|---|---|
| Percentage of time | 30 |
| Duties/Responsibilities | Keep up-to-date with new technologies and industry trends to make recommendations for technology upgrades and improvements * Maintain an accurate and up-to-date knowledge of the organization's IT systems and infrastructure * Participate in EITS, UGA and other professional learning programs |
|---|---|
| Percentage of time | 10 |
The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
