IT Services Coordinator

Florida State University; Tallahassee (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

Florida State University is seeking an IT Services Coordinator in Tallahassee, FL. The role focuses on data center security, access control, and responding to phone, email, and service tickets on a rotating schedule.

Ideal candidates will have a high school diploma or equivalent with several years of related experience, along with familiarity with data center operations and security practices. The position requires weekend/evening hours as part of a 24x7 operational environment.

Qualifications

• High school diploma or equivalent required; four years' experience or equivalent combination.
• Knowledge of data center operations and security practices is preferred.

Responsibilities

• Assist with security of the data center, including ID checks and responding to calls and tickets.
• Maintain knowledge of platforms, peripheral devices, and facility infrastructure.
• Provide shift supervision, guidance, and performance feedback to operations staff.
• Create and track incident tickets; escalate issues as needed to ensure timely service.
• Ability to work overtime and holidays as scheduled.

Skills

Customer Service

Education

High school diploma or equivalent

Job description

Job Title: IT Services Coordinator

Location: Tallahassee, FL

Regular/Temporary: Regular

Full/Part Time: Full-Time

Job ID: 62171

Department

This position is within FSU’s Department of Northwest Regional Data Center (NWRDC)

Responsibilities

This is NOT a highly technical position. Team is responsible for the security of the data center. This includes checking and verifying ID access listed as well as answering phone calls, emails, and service tickets.

This position is responsible for maintaining a working knowledge of the individual platforms, peripheral devices and facility infrastructure that support NWRDC. Performs basic commands and monitors platforms and facility. Responsible for identifying problems and taking appropriate action in order to ensure timely and error free service to the businesses being supported by NWRDC. As a shift supervisor, provides leadership, counseling, direction, performance feedback and development of career paths for operations staff. Evaluates employees using established criteria and maintains a consistent dialogue with them to keep them informed of their progress. Individual must be available to work overtime and holidays as scheduled. Responsible for the security of the data center. This includes checking and verifying identification and access lists as well as answering phone calls, emails, and service tickets.

Establish or maintain a working knowledge of Data Center policies and procedures to include production control run schedules. Monitor building security and computer room access. Maintain a working knowledge of facility and infrastructure. Maintain a working knowledge of Enterprise Network Monitoring Tools. Monitor all platforms for outstanding system messages, report issues, and escalation as needed. Monitor the status of customer-owned equipment and access to that equipment. Maintain Data Center logs and forms. Maintain a working knowledge of the ITSM Incident & Service Request processing tool. Create incident and service tickets, report issues, and escalation as needed. Supervises operations staff on assigned shifts.

Attend/complete facility training as follows: Weekly load test (Switchgear/Generator) training, a minimum of once a quarter if proficient with the systems, or once a month for all new employees. Must be able to react to an emergency on the generator within a 5-minute time frame. Must be able to communicate all issues clearly and concisely to facility staff in order to avert a facility shutdown.

Responsible for reviewing Smartsheet monthly to check for any expired CJIS requirements and notifying the customer that the unescorted status has been removed. Responsible for reviewing Sign-in sheets for the week to check for any discrepancies.

This position involves frequent decision-making skills. The individual will be responsible for identifying problems and taking appropriate action in order to ensure timely and error-free service to the businesses being supported by NWRDC. Individual must be available to work overtime and holidays as scheduled.

Participates in approved professional development opportunities per NWRDC's policy. Professional development and training is defined as learning undertaken by the employee to maintain and advance their skills, knowledge, and competencies, specifically as they relate and add value to the job and workplace.

NWRDC provides support for a wide range of state and local government, as well as K-20 organizations across the State of Florida. These organizations are dependent on NWRDC in order to accomplish their missions. This requires NWRDC to maintain services 24x7, even during times of crisis or emergency. As such, all NWRDC staff are considered essential staff for operations of the State of Florida. This position’s hours are as follows: Saturday 3pm – 11pm, Sunday 3pm -11pm, and three weeknights 7pm- 3am. Employee may select preference for the weeknights upon hire.

Qualifications

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

Preferred Qualifications

• Supervisor Experience
• Flexible hours
• Customer Service Background

Helpful

• Who is an ideal candidate for this position? Reliable person who can work weekends and nights
• What is a typical day in this position? Typical day would include monitoring multiple applications and alerts and security walk-throughs as well as taking phone calls
• What can I expect in the first 60-90 days? Meet staff team members and training

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 our university and campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our interactive tool 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, 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.

IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.

Click the links for eligibility information and required documentation, or call FSU Human Resources at [phone].

Considerations

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

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

Saturday 3pm – 11pm, Sunday 3pm -11pm, and three weeknights 7pm- 3am. Employee may select preference for the weeknights upon hire.

Must be able to work nights and weekends.

Position eligible for shift differential.

This position is being re-advertised. Previous applicants need not apply.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.