Technology Support Specialist II

Florida Institute of Technology; Melbourne (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Florida Institute of Technology seeks a Technology Support Specialist to deliver tier 1–2 IT support for students and staff. You will supervise student workers, track incidents, and help maintain inventories and training materials.

The role emphasizes onboarding/offboarding, software, hardware, and security best practices. Ideal candidates have 1–3 years of experience in IT support, and a preferred MIS-related degree.

Qualifications

• 1-3 years of experience in a related IT support field.
• Associate or Bachelor’s Degree in MIS or related field preferred.
• Strong customer service and analytical skills required.

Responsibilities

• Provide tier 1 and 2 IT support for end-users (students, employees).
• Troubleshoot and escalate tickets per procedures to resolve incidents quickly.
• Assist with onboarding/offboarding and hardware setup.

Skills

Customer service

Analytical skills

Communication

Training sessions

PC & Mac

Office 365

Prioritization

Self-management

Education

MIS degree

Tools

Ticketing system

MS Office

Job description

The Technology Support Specialist is responsible tier 1 and 2 day-to-day operation of the Technology Support Center’s functions and works with student workers to support Florida Tech end-user technology. This specialty covers the delivery of support services including installations, consultations, troubleshooting, user assistance, and training for Florida Tech employees and students.Responsibilties Include:Troubleshoot technical issues and respond to service requests following agreed procedures.Follow ticket escalation procedures for tier III support resolutionEnsure that the student support staff have been trained and updated to help support all technology related issues and concerns from end-users.Assists with student technician work schedules.Track support ticket progress and oversee incident workflows to ensure fast resolution of issues and requests.Log incidents and service requests and maintain relevant records:Identify and classify incident types and service interruptionsRecord incidents by cataloging by symptom and service offeringProvide tier 1 and tier 2 customer support for all IT related servicesAssist with employee onboarding and offboarding including computer setup and training.Execute routine activities of Information Technology such as shipping and receiving of hardware.Assist to develop and lead training sessions for faculty, staff, and students.Assist in maintaining IT hardware and software inventories Assist with the creation of training materials for IT staff and University-wide use.Propose services, applications, and procedures to improve or assist with business processes.Assist in maintaining documentation of IT standard operating procedures for the institution.Enforce security practices and controls according to institutional policy and industry best practices.Collaborate with IT staff and leadership to enhance IT services for the Florida Tech community.Perform other job-related duties as assigned.Requirements Include:1-3 years of experience in related fieldPrevious experience working in a fast-paced team environmentPreferred – Associate Degree or Bachelor’s Degree in Management Information Systems or other equivalent combination of education and experienceStrong customer service skillsStrong analytical skills and attention to detailAbility to interact professionally and effectively across all levels of an organization to conduct training sessions and resolve technical support issuesStrong knowledge of PC systems and MAC systems (desktop and laptops)Experience supporting mobile devicesAbility to prioritize multiple projects and tasks and work independently with little supervisionExperience entering/tracking tickets in incident management systemsExtensive experiencing using and supporting Microsoft Office components including Word, Excel, Outlook and the Office 365 cloud-based toolsAbility to read, interpret, and apply technical documentationPerform job duties with the utmost integrity and adherence to institutional policyEqual OpportunityFlorida Institute of Technology does not discriminate on the basis of race, color, national or ethnic origin, religion, disability, age, genetic information, marital status, citizenship status, veteran status, and other legally protected characteristics in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the Non-Discrimination and Anti-Harassment policy may be directed to the Equal Opportunity Director and Investigator at 150 West University Blvd, Melbourne, FL 32901, or email [e-mail], or [phone]; or to the U.S. Department of Education Office for Civil Rights.Americans with Disabilities ActPlease notify us at least five days in advance if a reasonable accommodation for a disability is needed by calling the Office of Human Resources at 321-674-8100.Annual Security & Fire Safety ReportThe federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) requires colleges and universities, both public and private, participating in federal student aid programs to disclose campus safety information, and imposes certain basic requirements for handling incidents of sexual violence and emergency situations.Florida Tech’s 2025 Annual Security and Fire Safety Report includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by Florida Tech; and on public property within, or immediately adjacent to and accessible from, the campus.The numbers provided include crime statistics that were reported to local law enforcement agencies, campus security and other Campus Security Authorities.The report also includes institutional policy statements regarding campus safety and security measures; descriptions of prevention and awareness programs; related university procedures and important guidance; and other essential safety information.You can obtain a printed copy of this report at the Department of Security Welcome Center located at 3126 Panther Place, during normal business hours, or by accessing the following website 2025 Annual Security and Fire Safety Report.Official TranscriptsOfficial transcripts of all collegiate work must be sent directly from the attended institution to the Office of Human Resources prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).We are an E-verify employer