Helpdesk Support Assistant

Florida State University; Tallahassee (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

Florida State University’s ITS Campus is hiring a Helpdesk Support Assistant in Tallahassee. You will be the first point of contact for Facilities IT helpdesk, screen tickets, determine response levels, and communicate with end users throughout the resolution process.

Responsibilities include handling desktop hardware support, imaging with InTune, maintaining inventory, and documenting actions in AiM. Ideal candidates have a high school diploma and two years' related experience.

Qualifications

• High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.

Responsibilities

• Answer calls, screen service requests, determine the level of response required, and keep end users informed at all times.
• Resolve level 1 & 2 requests and escalate where appropriate.
• Document actions and resolutions within AiM related to IT customer requests and maintain proper ticketing.
• Perform desktop hardware preparation, imaging with InTune, and ensure post-installation usability and satisfaction.

Education

High school diploma or equivalency and two years' related experience

Tools

KACE

InTune

AiM

Salesforce

JAMF

Mosyle

Active Directory

Sharepoint

Microsoft Office

Job description

Job Title: Helpdesk Support Assistant. Location: Tallahassee, FL. Regular/Temporary: Regular. Full/Part Time: Full-Time. Job ID: 63508.

Department

This position is within FSU’s Department of Information Technology Services (ITS).

ITS Campus is a technology collaboration program that involves a unique partnership between member FSU units and ITS. ITS Campus was introduced to help departments of various sizes overcome the challenges of managing computing and other technology resources. Using the ITS Campus model, each unit maintains ownership of its IT resources but collaborates with ITS to manage its IT environment and plan future IT priorities and strategic directions.

Responsibilities

This position is part of ITS Campus, which delivers information technology services to the Facilities and Planning, Design, and Construction departments. It is the first point of contact for the Facilities IT helpdesk and will answer calls, screen service request tickets and determine the level of response required, make contact with the end user and keep them informed at all times. It is responsible for resolving level 1 & 2 requests and escalating where appropriate.

With a focus on customer service: monitors, responds to, and resolves customer requests received in Facilities' integrated work management system (AiM) related to desktop computers, peripherals, and common application support. Works with other IT partners across campus to resolve issues that rely on external resources. Documents actions and resolutions within AiM related to IT customer requests. Maintains customer contact throughout the process keeping them apprised appropriately.

Performs periodic desktop replacements and/or system restorations. This includes inventorying software of old computers and imaging operating systems and software onto new computers utilizing InTune. Ensures functionality and user satisfaction post installation.

Ensures proper organization and inventory of helpdesk and storage areas within IT. This includes ensuring an adequate supply of standby peripherals, cables, and any other necessary IT equipment.

Processes and prepares all IT hardware for surplus. Works with departments to coordinate efforts where needed.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

Qualifications

High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.

Preferred Qualifications

Knowledge of any of the following applications or technologies is preferred: KACE, InTune, AiM, Salesforce, JAMF, Mosyle, Active Directory, Sharepoint, or Microsoft Office. Previous experience providing helpdesk support to a dynamic environment.

Helpful

Who is an ideal candidate for this position? The ideal candidate for this position is someone entering the IT field and desiring to learn in a dynamic environment. They will be able to follow instruction and posses critical thinking skills to troubleshoot a myriad of issues. This person must be a team player and communicate well with their peers and those whom they are supporting.

What is a typical day in this position? Reviewing, updating, and resolving existing help request tickets; communicating with users and instructing them in methods to resolve their issues; preparing desktop and mobile hardware for use; providing remote support for IT issues; communicating with team members regarding actions and resolutions taken.

What can I expect in the first 60-90 days? The candidate will learn about ITS, ITS Campus, and Facilities and Planning, Design & Construction and how they all work together to ensure IT availability. They will learn our methods of tracking help request tickets and communication. They will learn our procedures for system preparation and deployment. They will respond to and assist users in resolving IT related problems.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news! Learn more about Florida State University and our campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

Veterans' Preference

Certain service members and veterans, and the spouses and family members of such service members and veterans, Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

Considerations

This is an USPS (University Support Personnel System) position.

This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.