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POSITION DETAILS

Employment based visa sponsorship will NOT be considered for this position.

Position Number:  110290
Classification Title:  Help Desk Analyst
Working Title:  Classroom Technology and Desktop Support Technician

Department:  ITS General Admin
FLSA Status:  Exempt
Salary Range:  $54,707
Pay Basis:  Annually

POSITION OVERVIEW

JOB SUMMARY:

A Classroom Technology and Desktop Support Technician supports, maintains, and troubleshoots audiovisual (AV) and desktop technologies across classrooms, conference rooms, and other tech-enabled spaces; handles desktop imaging, configuration, software installation, and hardware repair; and ensures systems are secure, patched, and compliant with workstation standards. Key responsibilities include providing immediate in-classroom support, assisting with new AV technology implementations and classroom upgrades, delivering high-quality service under pressure, troubleshooting and resolving IT issues, documenting calls and work orders, supporting hardware, software, and connectivity issues for on-campus and remote users, and performing other duties as assigned, while consistently meeting ITS service standards and delivering excellent customer support to faculty, staff, and students.

Work hours may be shifted to provide extended coverage. On-call is also required to monitor systems and respond to emergencies when the Help Desk is closed. Job often requires working over 40 hours per week including after hours, weekends, and holidays. The volume of work may fluctuate depending upon time of semester.

MINIMUM QUALIFICATIONS:

Broad job knowledge typically obtained through professional entry-level certifications/credentials, advanced education or 1 year of work experience in a technical support role.

POSITION QUALIFICATIONS:

Strong technical and multitasking skills with experience supporting AV and desktop systems. Proficient in hardware and software troubleshooting across Windows and macOS platforms, including desktops, laptops, printers, peripherals, and mobile devices. Knowledgeable in network protocols, wireless connectivity, and common applications such as Microsoft Office and web browsers. Committed to providing excellent customer service and collaborating effectively in a team environment.

PREFERRED QUALIFICATIONS:

Demonstrates strong customer service skills and a collaborative team-oriented approach, with at least 1 year of hands-on experience in a technical support role involving troubleshooting, analysis, diagnosis, and issue resolution. Experience with Crestron AV control systems and familiarity with classroom or enterprise AV technologies in a higher education environment are preferred. Relevant certifications such as CompTIA A+, CTS, or equivalent are a plus.

ESSENTIAL FUNCTIONS/JOB DUTIES:

• 40% - Provide daily end-user support for AV technologies, desktop computers, laptops, printers, and peripherals within AV-enabled and general-use spaces. Communicate effectively with non-technical users to assess and address their needs, responding promptly to service requests and support tickets while maintaining clear communication throughout the resolution process. Troubleshoot and resolve AV system issues in classrooms, meeting spaces, and campus event locations, providing immediate in-classroom assistance and high-quality service in time-sensitive and high-pressure situations. Proactively monitor and ensure proper operation of AV systems before and during scheduled classes or events, offering on-site or remote support as needed. Create and maintain user guides, tutorials, and FAQs for common classroom technology issues, and help ensure compliance with ITS standards and best practices. Train and assist faculty, staff, and students in the use of AV systems and desktop technology. Collaborate and coordinate with ITS teams, outside vendors, contractors, and facilities staff on AV installations, repairs, upgrades, and deployments. Participate in planning discussions for AV system improvements, technology refreshes, and implementation of new AV technologies and learning tools based on faculty and institutional needs. Support the setup and deployment of new classroom technology systems during renovations or upgrades. Train and assist faculty, staff, and students in the use of AV systems and desktop technology. - (Essential)
• 40% - Assist with desktop imaging, configuration, hardware assembly, and software installations in collaboration with ITS staff. Set up and revamp UWF-owned computers by installing sanctioned software, ensuring network connectivity, and verifying proper execution of all desktop applications. Perform hardware repairs and image computers for ITS-supported classrooms. Maintain and support ITS-managed workstations using endpoint management tools to keep systems patched, secure, and compliant with workstation standards. Identify and troubleshoot workstation security vulnerabilities. Research, test, and present information on new technologies and products related to Help Desk support. Troubleshoot, analyze, diagnose, and resolve IT service and hardware/software issues via phone, email, online, or on-site, escalating unresolved issues to the appropriate individuals or workgroups in accordance with Help Desk policies. Record all service requests in the electronic ticketing system with detailed documentation of problems and resolutions, ensuring timely updates and excellent customer service. Provide first-level support for campus and remote network connectivity issues. Maintain accurate documentation and updates of troubleshooting procedures and approved responses in the knowledge base. Meet ITS Support Center service level agreements while interpreting and communicating University technology standards to faculty, staff, and students. Administer UWF systems to ensure optimal performance, security, and reliability for end users and business operations. - (Essential)
• 5% - Provide service in a 24/7 working environment. This function requires after hours monitoring of systems, managing service interruptions, and assisting analysts with emergencies while they are on-call. After hours service is usually done remotely. - (Essential)
• 5% - Assist with ongoing training and mentoring of Help Desk student technicians and new staff members. Assist in providing group training for ITS-supported applications to UWF employees. - (Essential)
• 5% - Assist with monitoring operations of IT enterprise-wide hardware/software, notifying support staff and users about interruptions in services. Assist with software renewal process. Assist in developing processes needed to efficiently streamline Help Desk communication and follow-up. - (Essential)
• 5% - Perform other duties as assigned, including but not limited to projects as they relate to improvement of daily and long-term operations of Help Desk services. - (Essential)

PHYSICAL DEMANDS:

• Physical Requirements: Regularly involves lifting, bending or other physical exertion. Often exposed to one or more disagreeable environmental factors, such as heat, cold, noise, dust, dirt, chemicals, etc., with often to the point of being objectionable.
• Impact of Deadlines: Externally imposed deadlines set and revised beyond one’s control. Interruptions influence priorities. Difficult to anticipate nature or volume of work with certainty beyond a few days.
• Standing: Daily
• Walking: Daily
• Sitting: Daily
• Reaching with hands and arms: Daily
• Climbing or balancing: Occasionally
• Stooping: Frequently
• Use of hands to handle objects: Daily
• Lifting up to 10lbs: Daily
• Lifting up to 25lbs: Frequently
• Lifting over 25lbs: Occasionally
• Talking as express or exchange of ideas verbally: Daily
• Hearing as perceive sound by ear: Daily
• Vision as distinguish colors & depth: Daily

Special Requirements or Considerations of the Job:  

• This position requires a criminal background screen.

• This position requires fingerprinting.

• This position is eligible for veterans’ preference.

• This position requires a valid driver's license.

Special Instructions to Applicants:  Candidates must apply online through the University of West Florida website: https://careers.uwf.edu.

Applicants are required to attach a resume, cover letter and contact information for three references.

An opportunity to upload these documents will be provided during the application process.

For assistance, please contact Human Resources at 850-474-2694 or email jobs@uwf.edu.

This position allows eligible veterans and their spouses to claim Veterans’ Preference pursuant to Section 295.07, F.S.; applicants claiming preference are responsible for providing required documentation on or before the posting deadline date as such documentation is required for eligibility determination. Supporting documentation, in addition to the DD214, may be required based on eligibility criteria. For information on obtaining a DD214, visit http://www.archives.gov/veterans/military-service-records/ or call 1-866-272-6272.

At the conclusion of this search, if a non-preference eligible applicant is appointed to the position and you are a preference-eligible applicant and believe that you were not afforded employment preference in accordance with applicable Florida law and regulation, a written complaint requesting an investigation may be submitted to the Florida Department of Veterans’ Affairs, Division of Benefits and Assistance, 9500 Bay Pines Blvd., Room 214, St. Petersburg, Florida 33708. Such a complaint should be filed within 60 calendar days from the date that the notice the position has been filled is received by the applicant pursuant to Sections 120.569 and 120.57, F.S.

Prior to filing a complaint, it is the responsibility of the preference-eligible applicant to contact the designated Human Resources or other contact person at least one time after 45 days have passed from the final date for submitting an application or the interview date, whichever is later in time, if the applicant has not received notice of a hiring decision.

ADDITIONAL POSTING DETAILS

Number of Vacancies: 1
Work Hours:  8:00-5:00 Work hours may be shifted to provide extended coverage.
FTE:  1.0
Closing Date:  01/12/2026