IT Professional Assistant - EITS Help Desk

Georgia 4-H; Athens (GA); On-site; USD 16,000 - 23,000; Part time

Job summary

University of Georgia's EITS-Client Services seeks a Part-time IT Professional Assistant (NBE) to provide public-facing first-tier support for faculty, staff, and students. The role engages via phone, chat, tickets, and walk-ins, with duties spanning incident handling and knowledge management.

The position requires 1:30 PM–6:30 PM Sundays and up to 20 hours per week, with a salary of $14.30 per hour. Anticipated start date is 11/16/2026 and posting date 10/23/2026.

Qualifications

• Experience providing first-tier IT support for enterprise systems.
• Strong written and verbal communication and critical thinking skills.

Responsibilities

• Provide 1st-tier technical support for enterprise systems (e.g., MyID, UGAMail, eLC). Escalate complex issues to higher tiers.
• Assist in maintaining internal and external knowledge resources (EITS Help Desk website and docs).
• Coordinate and volunteer for EITS public outreach events such as the Computer Health and Security Fair.

Skills

First-tier IT support

Written communication

Verbal communication

Critical thinking

Job description

Position Details

Posting Number: G/R34974P

Working Title: IT Professional Asst (Part-time; NBE)

Department: EITS-Client Services

Classification Title: Temporary Technical Paraprofessional

FLSA: Non-Exempt

FTE: 0.49

Additional Schedule Information: The hours are up to 20 hours a week, and 1:30 PM–6:30 PM on Sundays are required.

Advertised Salary: $14.30 per hour

Anticipated Start Date: 11/16/2026

Posting Date: 10/23/2026

Open Until Filled: Yes

Location of Vacancy: Athens Area

Position Summary

The EITS Help Desk provides tier 1 support to University of Georgia Faculty, Staff, and Students on a variety of EITS products. These products include UGAMail, MyID, eLC, UGA and several other applications. This position will be a public facing support personnel. This will include engagement through phone, chats, tickets, and walk-ins.

Duties/Responsibilities

• First-tier Technical Support: Provides 1st-tier technical support for UGA faculty, staff, and students for enterprise-wide systems (such as MyID, UGAMail, eLC, etc). Facilitate communication between Help Desk personnel and higher tier consultants on complex technical issues. Serve as natural escalation point for complex technical issues that other first tier support agents cannot resolve. (75% of time)
• Technical Writer: Assists in managing maintenance, development of internal and external knowledge resources (i.e. the EITS Help Desk website and internal documentation). (15% of time)
• Public Outreach: Facilitate the coordination of and volunteer for EITS public outreach events including the Computer Health and Security Fair and summer orientation. (10% of time)

Knowledge, Skills, Abilities and/or Competencies

Knowledge of IT processes, functions, best practices and procedures. Excellent written and verbal communication and critical thinking skills.

Physical Demands

Sitting at PC workstation for protracted periods using keyboards, mouse, and telephone.

Required Application Documents

• Resume/CV
• List of References with Contact Information

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.

EEO Statement

The University of Georgia is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, genetic information, national origin, race, religion, sex, or veteran status or other protected status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([e-mail]).