IT Support Assistant

Department

Department of Information Technology Administration Partnership Program (ITAPP)

ITAPP was introduced to help various departments manage computing and technology resources. Each unit maintains ownership of its IT resources but collaborates with ITS to manage its IT environment and plan future IT priorities and strategic directions. Dual Reporting: College of Fine Arts (CFA) and ITS-ITAPP.

Responsibilities

Provide support for various computer labs and classrooms within the College of Fine Arts. Assists with design, setup, installations, configuration and maintenance, audits and troubleshooting of all equipment located within computer labs and classroom environments. Provide technical support and limited on-site repair of labs, audio visual (AV) equipment. Respond to on-site, electronic, or phone inquiries for support in this area.

Provide hardware and software support for the College's administrative staff and faculty, including desktop support for Windows and Apple devices. Assist with system specifications for new installs, upgrades, and testing before production. Install, configure, troubleshoot, and maintenance of software, hardware, and related peripherals. Respond to on-site, remote, or phone inquiries for support in this area. Responsible for assisting end users with day-to-day issues with software and hardware needs.

Assists with various inventory and supply issues relating to information technology needs of the College. Assists property managers with annual inventory related to information technology and assists with tagging any new computers and technical equipment in accordance with university policy and best practices.

Assist with preventative maintenance, identification of user requirements, software installs/upgrades, system problems and supporting new technologies. Assists with research of new technologies and methods to resolve or prevent issues.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests Assists with tracking and responding to IT related ticket requests. Logging response time and follow-up with requestors to track feedback responses. Consults with customers regarding resolution of reported IT related issues Appropriately utilizes associated tools in accordance with ITS standards.

This position works onsite at the CFA to deliver information technology (IT) services and support.

Qualifications

High School Diploma or equivalent and four years of experience or a posting high school education and experience equal for four years.

A valid Florida or Georgia driver's license or the ability to obtain one.

Preferred Qualifications

• Ability to communicate effectively verbally and in writing.

• Ability to establish and maintain effective working relationships.

• Ability to utilize problem-solving and technical skills.

• Ability to convey technical information to technical and nontechnical users.

• Ability to gather, interpret, report, and/or edit information.

• Ability to prioritize, organize, and perform multiple work assignments simultaneously.

• Ability to meet the physical requirements of the position to include bending, knelling, crawling, and moving objects up to 50 lbs.

• Experience providing customer service.

• Outstanding communication skills

• Background in supporting Windows, Linux, or Macintosh computers.

• Skilled in troubleshooting, diagnosing, maintaining, and repairing various equipment and machinery relevant to the position.

• Experience using remote assistance tools/solutions to support end-users

• Ability to support diverse groups of people within a university environment (i.e., students, research professionals, faculty, and staff)

• Experience supporting Audio Visual systems (cameras and projectors)

Helpful

Who is an ideal candidate for this position?

We seek energetic candidates who are detail-oriented, and who work well both independently and part of a team. The ideal candidate for this position has a desire to learn, enjoys working with various hardware and software systems, provides excellent support to faculty, staff, and students in the department, and possesses the patience to work within the processes.

What is a typical day in this position?

Typical daily activities of an IT support assistant include:

• Provide desktop (endpoint) computing installation and support
• Provide support for audio visual system
• Support technologies used in classrooms and labs
• Assist the IT manager with inventory management tasks
• Answer phone calls and emails and provide IT support assistance using remote tools
• Monitor and manage IT support cases

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

During the first 60-90 days (about 3 months), the person selected for this position will learn about ITAPP and become familiar with the CFA and their technologies and support needs.

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.

Use our interactive too l 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 .

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 .