Help Desk Analyst - Flexible Hours & Remote Support

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

Job summary

Florida International University is seeking a Staff IT Support specialist to assist FIU Students, Faculty, and Staff via a centralized call center and walk-up support. The role provides first-line resolution for account, desktop, laptop, and network issues in a busy FIU environment.

Responsibilities include researching and diagnosing problems on Windows and Mac operating systems, peripherals, and networks, following documented processes, offering remote assistance, and creating knowledge-base

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.
• Customer Service Experience
• Experience utilizing an Interactive Voice Response (IVR) telephone system.
• 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

Tech support

Education

Bachelor's degree

Tools

ServiceNow

Bomgar

Job description

Florida International University is seeking a Staff IT Support specialist to assist FIU Students, Faculty, and Staff via a centralized call center and walk-up support. The role provides first-line resolution for account, desktop, laptop, and network issues in a busy FIU environment.

Responsibilities include researching and diagnosing problems on Windows and Mac operating systems, peripherals, and networks, following documented processes, offering remote assistance, and creating knowledge-base