Desktop Support Engineer 110300

Job no: 495896
Position type: Staff Full-time
Location: Ft Walton Beach
Division/Equivalent: Academic Affairs Division
School/Unit: Emerald Coast Ctr Admin
Categories: Emerald Coast Ctr Admin

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The University of West Florida is an Equal Opportunity/Access/Disabled/Veteran employer. Any individual requiring special accommodation to apply is requested to advise UWF by contacting UWF Human Resources at 850.474.2694 (voice) or 850.857.6158 (TTY). E-Verify is required for employment. All applications for employment at the University are subject to Florida public records law. 

Please review job requirements carefully.  Failure to submit all pieces of the application may result in disqualification. Applications are accepted on the University of West Florida career site: https://careers.uwf.edu. For assistance contact UWF Human Resources at 850.474.2694 or jobs@uwf.edu.

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

Position Title (Classification Title):  Desktop Support Engineer 110300
Working Title:  Desktop Support Engineer I
Job Summary: This position is responsible for supporting services and equipment associated with the use of information technology. Primary areas of support include classroom technology, hardware and software; conferencing services, physical and virtual; and desktop hardware and peripherals. Major responsibilities include 1) responding to a problem for the purpose of diagnosis and repair; 2) completing routine maintenance; 3) collaborating with ITS Operations for troubleshooting/repairing issues related to network, phone, classroom technology, and wireless services; 4) executing tasks related to service improvements and equipment expansions; 5) recording work activities in an electronic tracking system ensuring that adequate details are provided about issues, problems, and resolutions; and 6) ensuring that problems are resolved in a timely manner and that all unresolved problems or issues are escalated or redirected to an appropriate resource.
Department Emerald Coast Ctr Admin
FLSA: Exempt
Minimum Qualifications: Step I: Desktop Support Engineer I Responsibilities: Requires good time management and organizational skills as the job may have little support from direct supervisors. Handles non-complex issues and explains facts, policies, and practices related to the job area. Checks in with their supervisor on a regular basis, at least weekly. 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. Step II: Desktop Support Engineer II Duties: Includes all duties from the previous step. Coordinates with internal support groups and/or vendors to resolve issues. Responds to complex problems associated with UWF information technology services. Responsibilities: Works independently with general supervision. Handles difficult problems and may influence others within the job area through explanation of facts, policies, and practices. Minimum qualifications: Qualifications appropriate for previous step, recent related credential or certification and practical knowledge of the job area, advanced education or 2 years work experience in a technical support role. Step III: Desktop Support Engineer III Duties: Includes all duties from previous steps with added responsibilities like providing real-time major or critical systems support, problem identification, and training for knowledge transfer and prevention of problem recurrence. Responsibilities: Manages projects/processes with limited supervision. May manage, coach or review work of lower-level professionals. Handles difficult and sometimes complex problems. Documented and continued increase in responsibilities within the workgroup. Minimum qualifications: Qualifications appropriate for the previous step. Advanced knowledge of the job area typically obtained through advanced education or extensive 4 years work experience.
Position Qualifications: Hardware and software troubleshooting, installation, and repair skills. Working knowledge of audio/visual equipment and computer equipment and peripherals. Understanding of networking (wired and wireless data service and VolP) in order to provide remote assistance to network engineers. Hold one or more professional certifications, maintain specific product certifications.
Preferred Qualifications College with 4 years experience in primary areas of support.
Essential Functions / Job Duties:
  • 60% - Provide on-site, remote, and phone support for the troubleshooting, diagnoses, and repair of classroom technology (hardware and software), conferencing services and equipment (hardware and software), and desktop hardware and peripherals. Software support adheres to standards developed and promoted by the ITS Help Desk. Network troubleshooting and support. - (Essential)
  • 25% - Complete and document routine maintenance of equipment in primary support areas. Participate in the management of an inventory system for maintenance and repairs. - (Essential)
  • 5% - Research hardware, software, services, and related products as they apply to areas of support. Provide technical advice and assistance to end users and departments in areas of expertise. Evaluate technology proposals and agreements, and provide recommendations to management. - (Essential)
  • 5% - Provide end-user support and training in the correct use of services and equipment. Draft and review support and end-user documentation. - (Essential)
  • 5% - Serve as a project member in workgroup and departmental projects. - (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: Frequently
  • 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 veteran's preference.
Number of Vacancies 1
Work Hours 8:00 a.m. - 5:00 p.m.
FTE 1
Salary Range $53,000-$55,000
Pay Basis Annually
Closing Date: February 24, 2025
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.

Advertised: Central Standard Time
Application close: Central Standard Time

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