Help Desk Analyst

Florida International University; Miami (FL); On-site; USD 38,000 - 42,000; Full time

Job summary

Florida International University in Miami is seeking an IT Support professional to assist FIU students, faculty, and staff with a range of technology issues. The role includes handling first-call resolutions for accounts, desktops, laptops, and network connectivity in a busy call center setting.

The candidate will research, diagnose, and resolve problems on Windows and Mac systems, use documented processes, and contribute to knowledge base and process improvements.

Qualifications

• Bachelor's degree in related discipline with two years of experience in a related field; OR six years of experience in a related field; OR an equivalent combination of relevant education and/or experience.
• Experience in customer service.
• Experience utilizing an Interactive Voice Response (IVR) telephone system.
• Experience in utilizing a help Desk incident tracking software like ServiceNow.
• Experience in providing Remote Support using Bomgar or equivalent.

Responsibilities

• Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems in a call center environment for FIU students, faculty, and staff.
• Assists in researching, analyzing, and diagnosing problems with client systems including Windows and Macintosh operating systems, peripheral equipment, and networks.
• Assists in resolving problems using documented processes where available and best practices where not.
• Assists in providing person-to-person technical support as necessary.
• Assists in creation of standard operating documentation as appropriate (e.g., knowledge base, e-mails, process improvements).

Skills

Customer Service

IVR

ServiceNow

Remote Support

Education

Bachelor's degree in related discipline

Job description

About FIU

Florida International University is a Top 50, preeminent public research university with 55,000 students from all 50 states and more than 140 countries, as well as an alumni network of more than 340,000. Located in the global city of Miami, the university offers more than 200 degree programs at the undergraduate, graduate and professional levels, including medicine and law. FIU faculty are leaders in their fields and include National Academy members, Fulbright Scholars and MacArthur Genius Fellows. A Carnegie R1 institution, FIU drives impactful research in environmental resilience, health and technology and innovation. Home to the Wall of Wind and Institute of Environment, FIU stands at the forefront of discovery and innovation. With a focus on student success, economic mobility and community engagement, FIU is redefining what it means to be a public research university.

Job Summary

Supports FIU Students, Faculty, and Staff via Call Center and Walk-up support with a variety of types of technologies provided by Division of Information Technology.

• Provides first call resolution/support for user accounts, desktop, laptop, and network connectivity related problems in a call center environment for FIU students, faculty, and staff.
• Assists in researching, analyzing, and diagnosing problems with client systems including windows and Macintosh operating systems, peripheral equipment, and networks.
• Assists in resolving problems using documented processes where
• available and best practices where not.
• Assists in providing person-to-person technical support as necessary.
• Assists in creation of standard operating documentation as
• appropriate (e.g., knowledge base, e-mails, process improvements).

Minimum Qualifications

Bachelor's degree in related discipline with two (2) years of experience in a related field; OR six (6) years of experience in a related field; OR an equivalent combination of relevant education and/or experience.

Desired Qualifications

• Customer Service Experience
• Experience utilizing an Interactive Voice Response (IVR) telephone system.
• Experience in utilizing a help Desk incident tracking software like ServiceNow
• Experience in providing Remote Support using Bomgar or equivalent

Job Category

Staff

Advertised Salary

$38,000 - $42,000

Work Schedule

Begin time: 8:00 AM

End time: 5:00 PM

Pre-Employment Requirements

Criminal Background Check

Other Information

• Ability to work flexible hours as needed.
• Shift may vary according to departmental needs.

How To Claim Vet Preference

• Veterans with a VA service-connected disability
• Spouses of veterans with permanent and total service-connected disability
• Honorably discharged veterans with wartime service.
• Unmarried widow or widower of a veteran who died as a result of a service-connected disability
• A veteran who has served in a qualifying campaign or expedition for which a campaign badge has been authorized, to include the Global War on Terrorism Expeditionary Medal.

Florida International University honors this policy and will comply with Veterans' Preference guidelines when filling staff positions. Any applicant claiming Veterans' Preference will be required to attach a DD214 with each application submitted for verification.

If there are any questions concerning Veterans' Preference, please contact Talent Acquisition & Management by calling 305-348-2500.

For additional information on Veterans' Preference, visit http://www.floridavets.org/.

Disclosures

Clery Notice

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the University Police department at Florida International University provides information on crimes statistics, crime prevention, law enforcement, crime reporting, and other related issues for the past three (3) calendar years. The FIU Annual Security report is available online at: https://police.fiu.edu/download/annual-security-fire-safety-report/.

To obtain a paper copy of the report, please visit the FIU Police Department located at 885 SW 109th Avenue, Miami, FL, 33199 (PG5 Market Station).

Pay Transparency

Florida International University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Notice of Non-Discrimination

FIU is a State University System of Florida member, Equal Opportunity, Equal Access, and Aff­irmative Action Employer for individuals with disabilities and veterans. All qualified applicants will receive consideration for employment decisions, programs, and events without regard to race, color, religion, sex, age, national origin, disability, or protected veteran status. For inquiries regarding non-discrimination, contact FIU's Office of Civil Rights at 305.348.2785 or email [e-mail].

Reasonable Accommodation Statement

Should you need an ADA accommodation to participate in a University event, program, or activity or need to request materials in an accessible format, please contact FIU's Office of Civil Rights (OCR) at 305-348-2785 or [e-mail]. All requests for ADA accommodation or accessible materials for this event must be submitted to OCR at least seven (7) business days prior to the event or at the earliest possible opportunity.