Service Desk Analyst I (Multiple Hires)

Florida State University; Tallahassee (FL); On-site; USD 42,000 - 58,000; Full time

Job summary

Florida State University is seeking a Service Desk Analyst I to join the ITS Campus Team in Tallahassee. You will provide front-line IT support for faculty, staff, and students, perform initial triage, resolve simple issues, and document actions in the help desk system.

Ideal candidates have a high school diploma or equivalent with hands-on IT help desk experience, strong customer service skills, and familiarity with ticketing tools such as Salesforce and TeamDynamix.

Qualifications

• High school diploma or equivalent with two years' IT-related experience.
• Experience in a fast-paced IT help desk environment.
• Familiarity with ticketing systems such as Salesforce and TeamDynamix.

Responsibilities

• Provide initial triage and troubleshooting of hardware and software issues.
• Document actions in the help desk system and communicate solutions to end users.
• Escalate complex issues to appropriate teams.
• Support classrooms, labs, and multimedia equipment.

Skills

IT help desk

Customer service

Communication skills

Education

High school diploma or equivalent

Tools

Salesforce

TeamDynamix

Job description

Job Title: Service Desk Analyst I (Multiple Hires)

Location: Tallahassee, FL

Regular/Temporary: Regular

Full/Part Time: Full-Time

Job ID: 63800

Department

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

Responsibilities

This position is part of the ITS Campus Team. The College of Medicine’s Office of Information Technology, OIT or MED IT, serves to support the faculty, staff, and students in all areas requiring IT assistance, but specifically in these example areas: deployment of individual use computers, classroom technology, conference room technology, software support, administration of Audio Visual equipment and components, event support and live streaming, account support and maintenance, maintenance of departmental servers both on-premise and in the cloud, network support and troubleshooting, systems development and monitoring, development of specialized department software, database maintenance and support, IT purchasing and contract management, monitoring for cybersecurity threats, protection of privacy, and general IT consulting. Team members from MED IT have expertise in each of these areas and support the educational, research, clinical, and community outreach activities for the College of Medicine.

Serves as a point of contact for the distribution and support of information technology resources owned and managed by the College of Medicine.

Responsible for initial triage and troubleshooting of computer hardware and software issues. Uses automated help desk ticketing system and other record keeping procedures to properly document actions taken in a timely and efficient manner. Communicates solutions to end users by providing one-on-one resolution over the phone, electronic communication, and in-person. Collaborates with and escalates to other teams where necessary to resolve the end user's issue.

Assists with administration and support of classrooms, computer labs, library and multi-media equipment. Assists with troubleshooting end-user issues relating to telephone system features and instruments, videoconferencing and remote connectivity of computers. Also assists with the administration of exams and ensuring computers are functioning properly for examinations.

Images and deploys Windows and Mac devices in their appropriate management solutions. Educates end users on their proper use and documents their setups in our hardware inventory systems.

Assists in the use and maintenance of printers. Works with end users to print posters and ships them out in a timely fashion where necessary.

Assists in property inventory tracking. Monitors supplies and equipment inventories for help desk operations and communicates inventory needs with the Business Analyst. Properly processes equipment due for surplus, including erasing all data, and documenting in our inventory tracking system.

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 equivalent and two years' experience or a post high school education and experience equal to two years.

Preferred Qualifications

• Previous experience in a fast-paced IT help desk environment
• Previous experience in IT-centric Customer Service
• Previous experience with ticketing systems such as Salesforce and TeamDynamix

Helpful

Who is an ideal candidate for this position?

Ideally this candidate has previous IT experience and strong customer service skills. Enterprise experience is preferred but not required. If you are comfortable navigating and troubleshooting basic problems with a computer this will help you in this role. The candidate should be knowledgeable of applicable computer software, operating systems and hardware. The candidate should have familiarity with standard concepts, practices and procedures for computer support. The candidate should have the ability to prioritize and organize multiple work assignments in a high-speed work environment and apply fundamental problem-solving skills.

What is a typical day in this position?

We start each day going through our existing/new tickets. We assist walk ins and phone calls with various technical issues. We work in a fast-paced environment. In between tickets we work on upgrading older computers and various equipment. We also work on creating and updating new/existing knowledge base articles and training materials in our environment.

What can I expect in the first 60-90 days?

To be fully versed in our environment. This includes but is not limited to customer service skills in-person and over the phone, troubleshooting computers and other devices, managing our ticketing system, and imaging computers for new/existing faculty/staff/students.

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.

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 Veterans’ Preference eligibility requirements and Veterans’ Preference required documentation (PDF), 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.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.