IT Service Desk Lead – Student & Staff Support

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

Job summary

Florida State University in Tallahassee seeks a Service Desk Representative to be the first point of contact for campus IT support, handling inquiries from students, faculty, and staff.

You will manage ticketing, perform basic troubleshooting, route requests, and help ensure fast, accurate resolutions while upholding customer service standards.

The role emphasizes teamwork, strong attendance, and the ability to work in a busy call-center environment, with training provided.

Qualifications

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

Responsibilities

• Serve as first line of contact for campus IT support via phone, email, and chat.
• Route, document, and escalate tickets to ITS service providers.
• Provide guidance to tier one and tier two staff and ensure timely issue resolution.
• Maintain data quality in ITS systems and knowledge bases.
• Support testing, training, and documentation related to new systems and procedures.

Skills

Customer service

Teamwork

Time management

Call center experience

Education

High school diploma or equivalent

Job description

Florida State University in Tallahassee seeks a Service Desk Representative to be the first point of contact for campus IT support, handling inquiries from students, faculty, and staff.

You will manage ticketing, perform basic troubleshooting, route requests, and help ensure fast, accurate resolutions while upholding customer service standards.

The role emphasizes teamwork, strong attendance, and the ability to work in a busy call-center environment, with training provided.