Job ID: 42620
Apply On Or Before: 01/01/9999
Information Technology Services
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, such as network connectivity, login issues, systems access, email, and desktop applications. Additionally, the Service Desk provides general information, support for the FSU ticketing system, the IT work order system, and Directory assistance overflow.
The primary role of the Service Desk team is to provide first contact for all customer requests, including phone calls, emails, online chats, in a call center environment and provide resolutions or service restorations as quickly and efficiently as possible, specifically for the suite of IT services identified in the IT service portfolio.
Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into 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, and email, etc. Requests are fulfilled or routed to appropriate IT provider group(s) adhering to specified guidelines utilizing appropriate system(s).
Provides for 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, knowledge base and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to ensure all established policies, processes, and service commitments are met.
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.
Participates in campaigns with the University community as needed, via phone calls and email and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for call backs or return email to record the outcomes.
Other duties and special projects, as necessary. Participates with all areas of the ITS Service Center in a team approach to provide depth of coverage.
High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.
Ability to communicate effectively verbally and in writing. Ability to utilize problem solving skills. Knowledge of standard concepts, practices, and procedures for computer support. (Proficient) Experience prioritizing, organizing, and performing multiple work assignments simultaneously. Experience working successfully in a team-oriented environment. Ability to interact professionally with a diverse group, executives, managers, and subject matter experts. Strong customer service skills.
Anticipated Salary Range
This is an OPS/temporary job.
If not otherwise specified, schedule is M-F, 8-5.
Criminal Background Check
This position requires successful completion of a criminal history background check.
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.
Open until filled
This position is being advertised as open until filled.
Affordable Care Act
OPS employees are covered under the Affordable Care Act. OPS employees that meet certain criteria will be offered affordable health care coverage. For more information, please visit the following website regarding the Affordable Care Act, http://hr.fsu.edu/?page=benefits/insurance/insurance_home&ops=1.
Tobacco Free Campus
Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer. FSU's Equal Opportunity Statement can be viewed at: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf