OPS - IT Support

University of Florida; Gainesville (AL); On-site; USD 28,000 - 34,000; Full time

Job summary

University of Florida is seeking a User Support and Service Management professional to provide walk-in, ticket, email, and remote technical support for faculty, staff, students, and visitors. You will troubleshoot computers, printers, accounts, networks, and devices across Windows, macOS, and Ubuntu Linux, and document requests in TeamDynamix.

You will also assist with A/V setups, Crestron systems, projectors, and room devices, plus manage Microsoft 365 services and department-facing systems.

Qualifications

• Experience providing customer-facing technical support.
• Working knowledge of Windows, macOS; familiarity with Ubuntu or another Linux distribution.
• Experience with Microsoft 365 and an interest in workflow automation.
• Familiarity with classroom A/V, ticketing systems, websites and web content management systems, scripting, databases, or CRM platforms.
• Ability to explain technical issues clearly, manage competing priorities, work independently, and escape appropriately.

Responsibilities

• Provide walk-in, ticket, email, and remote technical support for faculty, staff, students, and visitors.
• Troubleshoot computers, software, printers, accounts, networks, peripherals, and mobile devices across Windows, macOS, and Ubuntu Linux.
• Manage and document support requests and submit escalated support requests for users in TeamDynamix, resolving issues when possible and coordinating escalations with central IT teams.
• Assist with A/V setup and troubleshooting for Monday symposiums, classes, hybrid meetings, and other departmental events.
• Support classroom and conference-room equipment, including Crestron systems, projectors, displays, microphones, speakers, and Apple TV devices.
• Test equipment before classes and events to identify and address problems in advance.
• Support shared printers, scanners, kiosks, digital signage, and other departmental technology.
• Assist users with Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, Forms, Exchange, and related tools.
• Assist with user accounts, groups, computers, and software through Active Directory, Microsoft 365, and SCCM.
• Prepare, image, configure, deploy, replace, and retire departmental computers and related equipment.
• Build, maintain, and troubleshoot automated processes using Power Automate, Microsoft Forms, and SharePoint lists.
• Maintain departmental websites and existing web applications using content management systems, HTML, CSS, PHP, SQL, and Apache-based services.
• Use Python or other scripting tools when helpful for troubleshooting, automation, data handling, or maintaining departmental systems.
• Assist with Salesforce and other departmental systems used to organize data and support administrative workflows.
• Install and support instructional, research, laboratory, microscopy, data-analysis, and bioinformatics software.
• Perform basic troubleshooting for Wi-Fi, wired networks, VPN connections, IP settings, and device connectivity.
• Create and maintain user guides, procedures, onboarding materials, screenshots, and instructional videos.
• Help respond to security incidents by documenting issues, isolating affected equipment when directed, reimaging systems, and coordinating with UF security staff.
• Follow university requirements for information security, access, software licensing, equipment management, and institutional data.
• Perform other related IT, A/V, web, and technology-support duties as assigned.

Skills

Customer-facing support

Windows/macOS/Linux

Microsoft 365 & workflow automation

A/V, ticketing systems, web CMS

Clear communication & prioritization

Tools

TeamDynamix

Active Directory

SCCM

Power Automate

Job description

Classification Title: OPS

Classification Minimum Requirements:

• Experience providing customer-facing technical support.
• Working knowledge of Windows and macOS; familiarity with Ubuntu or another Linux distribution.
• Experience with Microsoft 365 and an interest in workflow automation.
• Familiarity with classroom A/V, ticketing systems, websites and web content management systems, scripting, databases, or CRM platforms.
• Ability to explain technical issues clearly, manage competing priorities, work independently, and escape appropriately.

Job Description:

User Support and Service Management

• Provide walk-in, ticket, email, and remote technical support for faculty, staff, students, and visitors.
• Troubleshoot computers, software, printers, accounts, networks, peripherals, and mobile devices across Windows, macOS, and Ubuntu Linux.
• Manage and document support requests and submit escalated support requests for users in TeamDynamix, resolving issues when possible and coordinating escalations with central IT teams.

Classroom, Event, and Shared Technology Support

• Assist with A/V setup and troubleshooting for Monday symposiums, classes, hybrid meetings, and other departmental events.
• Support classroom and conference-room equipment, including Crestron systems, projectors, displays, microphones, speakers, and Apple TV devices.
• Test equipment before classes and events to identify and address problems in advance.
• Support shared printers, scanners, kiosks, digital signage, and other departmental technology.

Microsoft 365, Accounts, and Device Management

• Assist users with Microsoft 365 services, including Outlook, Teams, SharePoint, OneDrive, Forms, Exchange, and related tools.
• Assist with user accounts, groups, computers, and software through Active Directory, Microsoft 365, and SCCM.
• Prepare, image, configure, deploy, replace, and retire departmental computers and related equipment.

Automation, Web, and Departmental Systems

• Build, maintain, and troubleshoot automated processes using Power Automate, Microsoft Forms, and SharePoint lists.
• Maintain departmental websites and existing web applications using content management systems, HTML, CSS, PHP, SQL, and Apache-based services.
• Use Python or other scripting tools when helpful for troubleshooting, automation, data handling, or maintaining departmental systems.
• Assist with Salesforce and other departmental systems used to organize data and support administrative workflows.

Software and Connectivity

• Install and support instructional, research, laboratory, microscopy, data-analysis, and bioinformatics software.
• Perform basic troubleshooting for Wi-Fi, wired networks, VPN connections, IP settings, and device connectivity.

Documentation, Security, and Compliance

• Create and maintain user guides, procedures, onboarding materials, screenshots, and instructional videos.
• Help respond to security incidents by documenting issues, isolating affected equipment when directed, reimaging systems, and coordinating with UF security staff.
• Follow university requirements for information security, access, software licensing, equipment management, and institutional data.
• Perform other related IT, A/V, web, and technology-support duties as assigned.

Expected Salary:

$20-$25/ hour

Required Qualifications:

• Experience providing customer-facing technical support.
• Working knowledge of Windows and macOS; familiarity with Ubuntu or another Linux distribution.
• Experience with Microsoft 365 and an interest in workflow automation.
• Familiarity with classroom A/V, ticketing systems, websites and web content management systems, scripting, databases, or CRM platforms.
• Ability to explain technical issues clearly, manage competing priorities, work independently, and escape appropriately.

Preferred:

• Experience providing customer-facing technical support.
• Working knowledge of Windows and macOS; familiarity with Ubuntu or another Linux distribution.
• Experience with Microsoft 365 and an interest in workflow automation.
• Familiarity with classroom A/V, ticketing systems, websites and web content management systems, scripting, databases, or CRM platforms.
• Ability to explain technical issues clearly, manage competing priorities, work independently, and escape appropriately.

Health Assessment Required:

No