Technical Support Analyst

Department

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

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

ITS Information Technology Administration Partnership Program (ITAPP) position will be responsible for delivering information technology services to the College of Law. Reports to the on-site ITS-ITAPP IT Operations Manager and serves as the first point of contact relating to distribution and support of technology resources, by providing problem-solving and debugging actions along with delivering user support to faculty, staff, and students

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.

Provides training and guidance to the technical support staff. Oversees work schedules of OPS help desk technicians to ensure adequate coverage of help desk support day to day and during events. Provides training to help desk staff regarding new policies and procedures both within the College of Law and campus wide. Provides cybersecurity and exam software training to employees and students. Creates and develops documentation for IT procedures.

Monitors supplies and equipment inventories for IT operations. Sanitize equipment to be sent to Surplus. Uses automated helpdesk ticket system and other record keeping for projects related to responsibilities.

Assists in the creation, review, and maintenance of all electronic-based exams and mailing lists.

Serves as the principal point of contact at the Law Research Center to troubleshoot technical issues; install software and hardware, and support computer labs and student pay-for-print systems. Ensure help desk staff are trained to support the technology in the Research Center and provide adequate coverage to support this area as needed during periods of heavy use that warrant it.

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 equivalency and two years' experience or a combination of post high school or education and experience.

Preferred Qualifications

Prior IT help desk experience.

Helpful

Who is an ideal candidate for this position?

The ideal candidate has previous help desk experience and high standards for technical support and customer service. They are excited to teach others. This person not only loves being part of a team that provides excellent service, but also passionate about helping faculty, staff, and students succeed with their technology. Problem solving and both logical as well as creative thinking is exciting for the ideal candidate.

What is a typical day in this position?

A typical day primarily includes assisting others with their technology questions, whether they walk up in-person, call the office, or email the helpdesk. Visiting classrooms and other meeting spaces to help the faculty connect to or troubleshoot the AV equipment is common, as well as working with other team members to setup and deploy equipment. Depending on the volume of work, this person also helps to delegate tasks to the other technicians to keep things running smoothly. Every day is different in terms of what problems need to be solved, which keeps things interesting and exciting!

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

The first couple months will be spent hands-on learning primarily by shadowing others on the tech team, as well as getting to know the various departments and culture of the college and university. Depending on experience level, various online trainings will also be completed.

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 .