Service Desk Support Technician at InsideHigherEd

Job Title: Service Desk Support Technician
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 61141
Department

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

Responsibilities

The ITS Service Desk is the first point of contact for students, faculty, staff, and constituents of the University when associated with requesting and receiving support for technologies provided by ITS. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.

This is a support position in the Information Technology Services (ITS) Service Desk, part of the FSU Information Technology Services Service Center. The ITS Service Desk is FSU's centralized support for IT Services for providing general information, supporting the FSU ticketing system, and for the IT work order system and Directory assistance overflow.

Responsible for assisting tier one, Service Desk team which provides first point-ofcontact support for all customer requests. Provides direct support in a call center environment, which provides timely and effective customer service and resolution at first contact via phone calls, email, workflow, and online chats.

Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into the appropriate workflow. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for the IT Services suite, including detailed desktop, application, networking (wired and wireless), account management, login issues, email, etc. Requests are fulfilled or routed to the appropriate IT provider group(s) adhering to specified guidelines utilizing the appropriate system(s).

Provides data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase, and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to meet all established policies, processes, and service commitments.

Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations. Performs other duties as requested.

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 combination of post high school education and experience equal to two years.

Preferred Qualifications

Experience working in a Call Center environment. Exceptional attendance record, great time management skills and a self-starter.

Helpful

Who is an ideal candidate for this position?

Excellent customer service skills, dependable, enjoys working in a fast-paced team environment, and exceeds expectations.

What is a typical day in this position?

Interacting with FSU constituents via multiple contact channels. Resolving service requests and incidents via a ticketing system. Reviewing support procedures for relevancy and accuracy.

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

Training on various service offerings, familiarization of support procedures and documentation used by the Service Desk.

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.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

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 (850) 644-6034.

Considerations

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

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

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

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.