IT Helpdesk Specialist

  • University of Florida
  • United States
  • Sep 11, 2021
Technology Full Time - Continuing

Job Description:

Classification Title:

IT Professional I

Job Description:

The Lastinger Center for Learning is an education innovation hub within UF's College of Education focused on creating equitable education systems that improve teaching and learning across early childhood and K-12 education. Specifically, the Center targets kindergarten readiness, 3rd grade reading proficiency, and algebra proficiency as critical milestones in children's educational trajectory that are predictive of success in school and life. The Center works at the nexus of research, practice, and policy to develop sustainable systems that leverage educational technologies and improve the implementation of research-based practices. Housed in one of the nation's elite public research universities, the Center operates as a dynamic, entrepreneurial workplace focused on executing against UF's service mission to strengthen the human condition and improve the quality of life.

This position is a member of the Learning Experiences team, led by the Chief Technology Officer, working under the Technology Coordinator.

Responsibilities: this position is responsible for:

Level 1 Support
• Assist practitioners and instructors in the Center's many online content offerings through email, phone calls, and texts, Monday through Friday, weeknights, and weekends during busy times.
• Common support requests are related to enrollment, information about projects and initiatives, information about using a custom learning management system, working through system bugs/errors, login issues, and general computing assistance such as printing, saving and attaching documents.

Support-Related Projects and tasks
• Work with Technology Coordinator to create tutorials and training modules for the Flamingo Learning System.
• Work with Technology Coordinator and Technology Manager to implement future tutorial software initiatives.
• Maintain tutorials for existing Lastinger Products and Services.
• Create schedules for the support team to maintain coverage levels as required.
• Run support-related reports for various contracts and projects as necessary.
• Communicate and implement suggestions for improvements to software used by the support team to Technology Coordinator.

Level 2 Support
• Answer questions and triage issues not solvable by other members on front-line support

Other Tasks as Assigned

Expected Salary:


Minimum Requirements:

Bachelor's degree in an appropriate area and two years of relevant experience; or an equivalent combination of education and experience. Must have a valid State of Florida driver's license.

Preferred Qualifications:
  • Help Desk / Call Center experience
  • Experience working within CRM/ticketing systems.
  • Experience working within Learning and/or Training Management Systems (LMS/TMS))
  • Proficiency assisting clients within iOS and Windows Operating Systems.
  • Fluency, both oral and written, in English and Spanish
Special Instructions to Applicants:

In order to be considered, you must upload your cover letter and resume.

This is a time-limited position.

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

Health Assessment Required:No