Client Support Services Professional II
Athens , GA
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Job Description
Posting Details
Posting Details
Posting Number
S13020P
Working Title
Client Support Services Professional II
Department
Pharmacy-Inst Design & Tech
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 3,000 faculty and more than 7,700 full-time staff. The University's enrollment exceeds 40,000 students including over 30,000 undergraduates and over 10,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.
About the College/Unit/Department
The College of Pharmacy at the University of Georgia ( UGA ) is a distinguished institution known for its excellence in pharmacy education, research, and community service. We are at the forefront of pharmaceutical research, with faculty and students engaged in groundbreaking studies that contribute to advancements in healthcare and medicine. Research areas include drug discovery, pharmacology, and clinical pharmacy. The college is highly ranked, placing 15th out of 141 pharmacy programs nationwide according to US News & World Report, underscoring our reputation for excellence. These elements make the UGA College of Pharmacy a unique and enriching place for students to pursue their pharmacy education and careers.
College/Unit/Department website
https://rx.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
M-F 8am-5pm
Advertised Salary
$40,000 - $55,000+
Posting Date
12/11/2024
Open until filled
Yes
Closing Date Proposed Starting Date
02/03/2025
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
Technical school degree/certificate in a related field preferred.
Position Summary
This is a full-time technology support position in the Information Technology (IT) Department providing support for the College of Pharmacy in the areas of administration, faculty and classroom technology campuses (Albany, Athens, Augusta, Gwinnett, and Savannah). The incumbent serves as a skilled member of a client support services team, working alongside other IT professionals, and reporting to the IT Manager for Client Support Services.
The position involves excellent communication skills, both verbal and written, and the employee will establish and maintain effective working relationships with clients of varying levels of technical expertise. Working independently and in collaborative team environments is necessary. The successful incumbent will be skilled in desktop support delivery for Windows and Mac operating systems, with a strong aptitude in problem solving and a commitment to customer satisfaction. This position may provide technology training or assistance to lower-level technicians.
Knowledge, Skills, Abilities and/or Competencies
• Proficiency in the installation and support of Windows and Mac operating systems.
• Experienced in the installation, configuration and troubleshooting of a wide range of software applications, including Microsoft Office products, Acrobat, Photoshop, antivirus software, web and email applications.
• A thorough understanding of desktop support in a network environment including network printing and peripheral support
• A strong background in IT service delivery and end-user support
Physical Demands
This position involves the incumbent to occasionally engage in strenuous activity, such as lifting heavy computer equipment (systems, printers, UPS , etc.), using a ladder, and crawling beneath desks.
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
Tier 1 support
• Participates as a proactive member of an IT client services team in order to assist College of Pharmacy faculty, staff and students.
• Provides support for the following but not limited to:
• Telephone, remote, in-person for laptop computers, desktop computers, printers, tablets, smartphones and other internet-enabled handheld devices;
• Computer labs and technology-enhanced classrooms;
• Instrumentation PCs, including some legacy or standalone systems.
• Troubleshoots wired and wireless LAN connections.
• Assists with imaging and application deployment in computer labs, classrooms, offices and research labs.
• Performs hardware troubleshooting, initiates warranty requests for service or assists with on-site repairs, as needed.
• Installs and configures new computers and peripherals in offices and labs.
• Provides end-user technical support for cloud-based systems.
• Assists with software application support, including email and standard office applications.
Percentage of time
40
Duties/Responsibilities
Tier 2 support
• Provides technical guidance and training for lower-level technicians.
• Provides advanced troubleshooting for College of Pharmacy desktop and classroom environments.
• Provides advanced technical support to instructional areas as needed for classroom and distance learning technologies.
• Develops images for desktop and laptop computers to meet software requirements of end-users and security requirements of the university.
• Ensures operating system patches and antivirus updates are applied to college computers.
• Works with end-users to determine hardware/software needs and prepares appropriate quotes.
• Works to resolve technology problems escalated from tier 1.
Percentage of time
35
Duties/Responsibilities
Utilizes a service desk ticketing system to report progress with all IT support requests, and to manage and prioritize daily activities and projects.
• Accepts delegated tasks and provides status information to clients and other IT team members through regular ticket updates.
• Escalates tickets to other team members, when necessary to achieve a resolution.
• Monitors day-to-day ticket activity, ensuring that all client requests receive timely, responsive communications, in addition to effective action toward a satisfactory resolution.
Percentage of time
10
Duties/Responsibilities
Assists with technology training and documentation.
• Develops generalized self-service documentation and technical training materials to assist clients.
• Provides personalized training to individual clients, upon request.
• Provides a technical orientation for new hires, demonstrating the essential functions of their workstation and/or network account.
• Consults with faculty, staff and students to tailor technical documents and training to address the individual needs of clients.
Percentage of time
10
Duties/Responsibilities
Other IT duties as needed.
• Reports to the IT Manager for Client Support Services.
• Provides assistance for other IT-related functions and projects not listed above, as assigned.
• Attends Professional Development and UGA Training and Development classes to improve skills and keep abreast of new and changing policies and procedures relating to field as well as University policies and procedures.
Percentage of time
5
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.
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Job Summary
Company
University of Georgia
Start Date
As soon as possible
Employment Term and Type
Regular, Full or Part Time
Required Education
Associate Degree
Required Experience
Open