Help Desk Technician II

Job Summary: The Help Desk Technician II is the first point of contact for providing customer-focused IT support and resolving hardware, software, network and application issues. 

 UGA offers full-time employees a benefit package that includes employer-subsidized health insurance, dental and vision insurance, voluntary life and short-term disability insurance, a Simple IRA with a 3% match, and Paid Time Off, including 4 hours of Volunteer Time Off per year. 
 

Principle Responsibilities: 

• Serve as the first point of contact for users seeking technical support via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, and network issues across Windows and Mac environments.
• Provide technical support for desktops, laptops, printers, mobile devices, and applications.
• Escalate complex or unresolved issues as needed.
• Log all incidents, service requests, and change requests using ticketing system.
• Follow up with users to ensure issue resolution and maintain high levels of customer satisfaction.
• Assist in user account creation, password resets, and access rights management (Active Directory, Microsoft 365).
• Install, configure, and maintain computer systems and software applications.
• Support onboarding and offboarding processes, including hardware setup and software provisioning.
• Document solutions and maintain a knowledge base of common issues and fixes.

Knowledge, Skills, and Abilities:  

• Effective organizational and time management skills.
• Effective verbal and written communication skills. 
• Effective customer service skills; service-oriented and able to resolve customer grievances. 
• Effective interpersonal skills with a proven ability to collaborate with a team.
• Demonstrated critical thinking and problem-solving skills.
• Strong technical skills, with ability to learn/administer the following equipment: Personal Computer/laptop, printers, multi-line telephone, fax machine, photocopier, adding machine, and software including Microsoft Office and Salesforce.
• Basic knowledge of AD, Networking, and PC Setup OR programming languages. 
• Basic understanding of clerical procedures and systems such as recordkeeping and documentation.

Work Experience:  

• 1-2 years related experience in a help desk/customer service role in an IT environment.
• Strong technical background/aptitude. 

Training and Education:  

• Associated degree in a related field and/or enrollment in an educational program focused on Information Technology degree/certification preferred. 
• Complete all required training as assigned.

Working Environment and Requirements to Perform Job Responsibilities

• Ability to work assigned hours/shifts as scheduled.  
• Ability to work in a shared office, private office, and/or cubicle in accordance with job duties and responsibilities. 
• Ability to be on location and/or assigned confidential location(s) for client services for all work hours.  
• Effective with shifting roles, responsibilities, and expectations in a changing work environment.  
• Ability to see computer screen, read, and complete forms
• Ability to lift up to 10 pounds with the ability to push, pull, bend, reach, and sit.
• Ability to sit for prolonged periods of time/work at a desk. 
• Ability to answer the phone in a busy environment – hear callers and be responsive.  
• Ability to work in a high intensity/fast paced work environment and be able to multi-task and prioritize.