Documentation Specialist

 
  • University of Florida
  • United States
  • Jan 13, 2021
Full Time - Continuing

Job Description:

Classification Title:

Documentation Specialist

Job Description:

The Documentation Specialist serves in the UF Computing Help Desk at the University of Florida. The incumbent is responsible for creating, updating, and managing documentation related to the programs and services provided by UF Information Technology. This is done on websites managed by the UFIT Computing Help Desk as well as other UFIT websites. Some key responsibilities and characteristics of this position are:

  • Develop, organize, and publish technical documentation of UFIT services and workflows for the UFIT community as well as documentation for internal UFIT staff use. This will require meeting with service providers such as Research Computing, Teaching and Learning, and others to gain understanding of services and clarifying how to support them. Documentation must be clear, concise, and written appropriately for the intended audience. These materials may include how-to, troubleshooting, or workflow documentation. Materials may also be used in training, promotional activities, and websites.
  • Organize and maintain documentation, both internal and external. This will include keeping a schedule for regular review of content for relevance, accuracy, and findability. Documentation will be updated based on personal review as well as feedback from service providers, Help Desk staff, and end users. This work will require regular interaction with stakeholders such as end users, Help Desk staff, and UFIT Training. Includes website maintenance.
  • Provide direct support to end users by phone, email, chat, and other web-based tools. This includes troubleshooting client requests and problems escalated from other staff, researching issues that may require access to secured data, and coordinating the escalation of issues to other units. Additionally, training may be provided in a specialty area for which this position would serve as a subject matter expert within the Help Desk.
  • Attend regular meetings and trainings for UFIT Service Desk staff to stay aware of technical and workflow changes, discuss new or deprecated services, and further professional and personal development.
  • Assist in oversight of part-time student employees. Participate in interviews, promotions, and evaluations of student employees at the Help Desk. Participate in scheduled meetings and training sessions. Substitute in various technical positions in the Help Desk Call Center when the demand exceeds operational capacity.

About UF Information Technology

The UF Information Technology division is comprised of seven departments reporting to the Vice President & Chief Information Officer. The departments reporting directly to the VP & CIO are: Academic Technology, Research Computing, Infrastructure & Communications Technology, Enterprise Systems, Information Security Office, and the UFIT Business Center. With established governance advisory committees and a set of well-defined, transparent processes aiding decision-making, UFIT strives to provide exceptional IT services in support of UF’s mission. For more information about UFIT and its goals and governance, visit: http://www.it.ufl.edu/vp-cio-office/strategic-plan/.

Learn more about UFIT at https://it.ufl.edu/ and @GoGatorsUFIT.

About the University of Florida

UF is one of the nation’s top universities and a dynamic and rewarding place to work. The University seeks to recruit and retain a diverse workforce as a reflection of its commitment to serve a diverse global community. Plus, UF is in Gainesville, one of Florida’s most livable cities. Known for its natural attractions (wetlands, forests, springs, wildlife) and cultural offerings (music, theater, visual arts, and historic districts), the area also is gaining a reputation as a thriving hub for high-tech start-ups, as well as invention and research collaborations. We are excited about what’s happening here and know you will want to be a part of it.

Diversity and inclusivity make our institution and our community better. We value the fresh ideas and unique perspectives a diverse group of people provides. Achieving a top-5 public university ranking means we make it a priority to employ and work with people from many backgrounds, cultures, abilities, and ethnicities to discover new ways to leverage technology for teaching and learning, research, and the business needs of a comprehensive land-grant institution.

Expected Salary:

$19.15-$21.55 per hour; commensurate based on education and experience.

Minimum Requirements:

Bachelor’s degree in an appropriate area and one year of relevant experience or an equivalent combination of education and experience.

Preferred Qualifications:

The ideal candidate will possess the following education, experience and skills:

  • Professional development in knowledge-centered support methodology
  • 2 - 5 years of IT work experience
  • Previous help desk or call center experience

Preferred skill, expertise, and experience:

  • Website management experience (WordPress or another content management system)
  • Writing experience in an academic setting
  • Mid-level technical proficiency across multiple centrally supported services

To be successful in this position, the incumbent must:

  • Have expertise in American English grammar, style, and usage
Special Instructions to Applicants:

Applicants are requested to submit with their application:

  • Cover Letter
  • Resume and/or CV
  • Professional References (Minimum of 3)

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

This position has been reposted. Previous applicants are still under consideration and need not reapply.

Health Assessment Required:No