IT Support Specialist 60780

Job description

Job ID: 43848

Full/Part Time: Full-Time

Regular/Temporary: Regular


Information Technology Services


Responsible for supporting and maintaining the FSU Service Center case management system, Qualtrics Research Suite, online training library and ITS SharePoint Online intranet. Provide tier two customer support, perform administration functions and prepare reports for these services.

Responsible for the creation and maintenance of internal processes, training materials, support models, and frequently asked questions for users of varying levels of technical expertise.

Leads communication and content update effort for ITS service launches, changes or decommissions. Coordinates with service providers to document and update services in the ITS Service Catalog and ITS Knowledge Base. Coordinates service and support information between service providers, Computing Technology Support, Service Management
Fulfillment, the ITS Service Desk and other internal or external areas as necessary. Leads regular project

Responsible for providing mechanisms and training to ensure prompt delivery of standardized, accurate and effective statistical data and management reports to ensure all established policies, processes, benchmarks and service turnaround times/commitments are met.

Responsible for reporting of IT services disruptions to varying levels of the FSU campus community via a university-wide mass email tool, social media, a publicly accessible IT news feed, and targeted emails to university IT professionals and managers. Responds to major IT service disruptions after-hours as part of an on-call rotation using a department-issued cell phone with mobile hotspot capabilities. Monitors ITS social media channels to respond to technical support and information requests.

Responsible for developing online support/training programs, instructional aids, and literature to support internal and external customers and clients. Conducts quality assurance and leads yearly efforts to coordinate with service provider groups to ensure information is accurate and up-to-date.

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. Other duties as required.


Experience with SharePoint Online

Experience with Drupal or other Content Management Systems

Experience with HTML and CSS

Experience communicating to large and diverse audiences

Pay Plan

This is an A&P (Administrative and Professional) position.


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.

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:





Diversity Profile: University



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Job No:
Posted: 7/13/2018
Application Due: 7/26/2018
Work Type: