Department

This position is within FSU's Department of Information Technology Services

The College of Law Technology Office provides both technical support for faculty, staff, and students as well as AV support in classrooms, courtrooms, and conference rooms. This includes equipment installation, desktop support, vulnerability remediation, end user training, classroom recordings, AV needs for events, as well as specialized software administration.

Responsibilities

Dual Reporting: College of Law and ITS-ITAPP (Information Technology Administration Partnership Program) partnership to include management and delivery of information technology services to support the mission of the College of Law. Manages the College of Law help desks in both B.K. Roberts Hall and the Advocacy Center. Provides technology support to faculty, staff, and students; manages workstations and peripherals, user accounts, LAN and wireless connectivity, and virus/malware removal. Supervises one USPS help desk technician and several full-time and part- time OPS employees. Responsible to managing schedules and workloads. Manages IT and AV inventory and official inventory taker for College of Law. Performs AV installation and assists with AV events when needed.

Responsible for managing all day-to-day operations of the College of Law help desk, such as, but not limited to: Provides advanced technical support to College of Law students, faculty, and staff; Consults with customers via phone, email, remote access tools, or in person regarding resolution of reported equipment problems, both remotely and on-site; and maintains and updates customer and department information on the College of Law Technology web site. Responsible for technical onboarding and offboarding of employee's permissions in Active Directory, SharePoint, and other services. Responsible for creation and maintenance of College of Law workstations, security groups, and group policies in Active Directory. Provides training on the use of equipment, software applications, and systems. Serves as liaison with University wide subject matter experts.

Oversees the help desk staff including hiring and training of new staff, performance management, coordinating work schedules, and their daily assignments/duties. Responsible for reviewing and the approval of staff time and leave requests, including their time entry in OMNI. May participate in the development and administration of applicable policies and procedures specific to IT. Ensures help desk staff are on task and providing proper customer support for the college and in person coverage at two help desk locations.

Installs, maintains, troubleshoots, and modifies computer hardware and software. Diagnoses, tests, and repairs all computers, peripherals, telephone system features and instruments, digital signage, video conferencing, and remote connectivity of computers. Manages and actively tests computer imaging system. Provides network and communications troubleshooting support. Researches, evaluates, and recommends acquisition of new technology and services. Responsible for configuration and installation of new computers and software. Must possess independent judgement and be knowledgeable in a broad, constantly evolving assortment of IT and AV policies, procedures, and technologies.

Maintains inventory of all IT equipment and software. Pulls reports on deployed inventory, including warranty status, software versions, and available inventory. Designated inventory taker for the College of Law's technology and software. Performs surplus of decommissioned and broken IT equipment in compliance with property management policies and procedures. Confirms proper data erasure and preparation of equipment before transfer to surplus.

Provide support for College of Law events, including technical training to College of Law guests that utilize audio/visual equipment. Assists during audio/visual events and provides classroom support as needed, including personal presence throughout events when required. Supports the final exam process. Occasional work outside of normal business hours is expected.

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 tools in accordance with ITS standards. Develops and implements new policies and procedures. Documents policies and procedures.

Qualifications

High school diploma or equivalent degree and four years of work experience in Information Technology or a related field. Post-high school education can substitute for work experience.

Preferred Qualifications

Prior IT help desk experience
Prior management/leadership experience

Helpful

Who is an ideal candidate for this position?

The ideal candidate has previous help desk experience as well as experience leading a team. They have high standards for technical support and customer service and are excited to teach others. This person not only loves being part of a team that provides excellent service, but also passionate about leading their portion of the team towards the greater goal of helping faculty, staff, and students succeed with their technology.

What is a typical day in this position?

A typical day involves monitoring the help desk email and phone for any new requests and delegating staff to attend to them or taking care of the issue themselves. They will look ahead for any new employees starting in the college, and coordinate the setup of their technology in advance, including computer and phone setup. They'll also assist with proactively assessing and reporting on what will require replacement in the future. They may work with the AV team to ensure room checks are done and any tech issues are noted, as well as check in with the various departments at the law school to assess their needs and build/maintain rapport.

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

The first couple months of will be spent learning about the tech team as well as the people and culture of the College of Law. Training will be completed about unique software and services, and they will shadow others on the team.

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, encourages creativity, and embraces diversity. 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.

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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.

Considerations

This is an A&P position.

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

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at : https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf .