Technical Support Analyst

Job description

Job ID: 43067

Full/Part Time: Full-Time

Regular/Temporary: Regular

Apply On Or Before: 03/19/2018


The Office of Research at Florida State University seeks to fill the position of Technical Support Analyst to support the office and its reporting units.


This position provides first-contact, Tier 1 Helpdesk, technical customer support for devices and services provided by the Office of Research and its reporting units. Troubleshoots and resolves user device issues with clear and courteous communications and recommendations. Manages and updates knowledgebase documentation, inventory, and performs security audits. Works with the IT Manager in day-to-day technical operations, large projects, and provides input on initiatives.
Serves as the primary point-of-contact for the Office of Research IT Helpdesk. Responds to and prioritizes helpdesk requests and security incidents independently to resolve outstanding issues quickly and accurately. Communicates courteously and effectively with users and provides advanced-warning technical notices and proactive solutions to users regularly. Responsible for providing Tier 1 technical customer support solutions for various hardware, software, and network platforms. Works multiple customer issues simultaneously while providing high customer satisfaction. Follow up with customers to ensure that customer inquiries are resolved and the user is satisfied.
Troubleshoots, evaluates, installs, provisions, and configures workstations, printers, and specialty research devices and escalates overdue, recurring, or complex issues in a timely matter. Setup, relocate, and reformat machines to DoD standards and prepare devices for surplus or recycling. Perform preventative maintenance, inventory, and hardware upgrades on a regular basis. Coordinate with users and departments on major updates or installations, which requires off campus travel and use of University owned vehicles.
Document processes for new and existing systems. Updates and organizes technical documentation, IT knowledgebase, document library, tools, software, reports, and other centrally stored files. Audit accounts, data, and permissions in various subsystems and ensures security compliance of IT devices within Research. Manages a database of users, licenses, inventory, and computer specifications and ensure it is accurate. Generate reports and queries with such data.
Assist units with the creation and use of commonly requested services such as Office of Research forms, signatures, macros, SharePoint, file shares, shared mailboxes, and mobile device connectivity. Assist units in creating and maintaining sites in SharePoint Online, Access databases, video and/or audio teleconferences (Skype), VoIP phones, and MagLab hosted websites, the Document Imaging and Scanning solution, and the RFID file locator service. Assist units with the use of Adobe Acrobat functions, including digital signatures, LiveCycle or Adobe Online, editing, and sign and send. Assist, train, inventory, and document the use of new, emerging, or proprietary software used for specialized devices such as depth sensors, video cameras, GPS locators, gate controls, surveillance systems, display systems, drones, and microscopes.
Provides or assists in classroom-style and teleconference training “lunch-and-learns” for various platforms used within the Office of Research including regular training sessions for current and future software/services such as Office 365, SharePoint, OneDrive, Outlook, Acrobat, and online products. Hosts discussions about popular, mainstream sites and services, newer technologies, more efficient ways to do common things, and best practices in managing technical security for both work and non-work environments. Provides detailed training one-on-one training for any new software package or migration, or on-demand for any existing software package.
Keeps up-to-date in the technology arena and mainstream news regarding tech trends, IT security and vulnerability remediation, new and emerging technologies, best practices, and other issues which could affect the University and Research users. Works directly with the Office of Research IT Manager on large projects, discusses more efficient ways to perform operations, and provides alternate perspective to forward-thinking initiatives and more. Other duties as assigned as it relates to the technical and administrative operations of the IT management services of the Office of Research.


High school diploma or equivalency and two years’ experience or a combination of post high school education and experience equal to two years.
A valid Florida driver’s license.
Ability to lift up to 50lbs.
Ability to prioritize, organize and perform multiple work assignments simultaneously.
Ability to deliver quality customer service while assisting users with technical and computer support.
Knowledge of applicable computer applications and basic computer functions, including Windows 10, Windows 7, MacOS, iPhone, iPad, and Android devices, and Active Directory.
Knowledge of applicable computer software and operating systems, including Microsoft Office 2016 (ProPlus) including Outlook, Word, Excel, PowerPoint, and Access.
Familiarity with Microsoft Office 365 (online services such as Teams, Outlook Online, Sway, OneDrive for Business), SharePoint and digital imaging and scanning software.


Bachelor’s degree in a technology field and two years technical work experience.
Knowledge of:
o NIST 800 computer security guidelines, Windows hardening and/or cybersecurity training
o CompTIA A+ certified
o CompTIA Sec+ certified
o Microsoft certified (any certifications since the release of Windows 7)
o Xibo, Bomgar, 3M RFID, Adobe video/photo/audio editing (CS) software packages, Umbraco and OMNI
o Creation and troubleshooting Access and SQL Databases
o Languages/scripting: VBA, VBScript, HTML, XML, PowerShell, Command Line

Contact Info

Ms. Jontae McClure via email: [email protected] or via phone: 850-644-8660

Pay Plan

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

Soft Money Funded Position

This is a soft money funded position, with renewal based on available funds and the needs of the University.


If not otherwise specified, schedule is M-F, 8-5.

Criminal Background Check

This position requires successful completion of a criminal history background check. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at 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 the service members and veterans, will receive preference and priority in employment and are encouraged to apply for the positions being filled. For information on who may be eligible for Veterans' Preference, go to, or call FSU Human Resources at (850) 644-6034. IMPORTANT: In order to claim Veterans' Preference, applicants must upload a DD-214 (and other documentation, as applicable) with their online application prior to the closing date of the job opening.

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:





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Job No:
Posted: 3/6/2018
Application Due: 3/20/2018
Work Type: