Edtech.com's Summary

The University of Georgia is hiring an IT Professional Assistant - EITS Help Desk to serve as the public-facing first line of technical support for UGA faculty, staff, and students. The assistant answers questions by phone, chat, tickets, and walk-ins about enterprise systems such as MyID, UGAMail, and eLC, and acts as the escalation point for complex issues other first-tier agents cannot resolve. The role also helps maintain the help desk’s knowledge resources and supports its public outreach events.

Highlights

Provide first-tier technical support, about 75 percent of the job, to faculty, staff, and students on enterprise systems such as MyID, UGAMail, and eLC through phone, chat, tickets, and walk-in requests.
Serve as the natural escalation point for complex technical issues that other first-tier agents cannot resolve, and facilitate communication between Help Desk personnel and higher-tier consultants.
Help manage the maintenance and development of internal and external knowledge resources, including the EITS Help Desk website and internal documentation.
Coordinate and volunteer for EITS public outreach events, including the Computer Health and Security Fair and summer orientation.
Knowledge of IT processes, functions, best practices, and procedures, with excellent written and verbal communication and critical thinking skills.
Part-time onsite schedule of up to 20 hours a week, including required Sundays from 1:30 PM to 6:30 PM, at $14.30 per hour.
Not eligible for work authorization sponsorship, and applicants must provide name and contact information for three professional references.

IT Professional Assistant - EITS Help Desk Full Description

Please see Special Instructions for more details. Please provide name and contact information for three professional references. This is a part time onsite position. This position is not eligible for work authorization sponsorship.

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 ([email protected]).

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IT Professional Assistant - EITS Help Desk

Edtech.com's Summary

IT Professional Assistant - EITS Help Desk Full Description

Desktop Support Specialist Intermediate/Associate

Manager of Instructional Computing & Hardware Lifecycle

Support Coordinator

IT Support Specialist

Computer Support Technician