Job Title: IT Support Specialist
Location: Panama City, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 45191
Department Information Technology ServicesResponsibilities Provides general technology customer support and problem resolution. Responsible for troubleshooting and mitigating complex problems related to computer hardware and computer software applications. Performs initial computer hardware and software setup. Provides diagnosis, testing, repair, installation, and maintenance of computer workstations, printers, smart phones and tablets. Collaborates with the ITAPP manager and ITS-CTS [Computing Technology Services] to execute standardized workstation support practices and strategies to foster teamwork, and ensure continuity of services. Serves as liaison with university-wide subject matter experts. Must possess independent judgment and be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures and technologies. Under the direction of the ITAPP manager, evaluates available and emerging technologies and determines if they are suitable for implementation.

Responsible for configuration and installation of new equipment and software. Provides training to employees in the use of equipment, software applications, and systems. Assists with administration and support of computer labs and associated multimedia equipment. Assists with troubleshooting end-user issues relating to telephone system instruments, digital signage, videoconferencing, and remote connectivity of computers. Provide customer support via telephone, remote access tools, in person, and e-mail.

Provides technical support for event conferences, teleconferences and webinars. Some events will require occasional support outside of normal business hours. Responsible for the continual operation and maintenance of media equipment that includes projectors, televisions, digital displays, technology podiums, sound systems, video-equipment, and document cameras. Routinely tests and reviews media equipment for quality control and reliability.

Assists in properly tracking inventory. Monitors supplies and equipment inventories. Sanitizes equipment to be sent to surplus.

Uses automated help desk tracking system and other record keeping procedures relating to responsibilities. Under the direction of the ITAPP manager, provide reports to demonstrate progress in reaching various goals and objectives.

Under the direction of the ITAPP manager, provide guidance and training for OPS technicians. On occasion, a state vehicle will be used to reach the FSU Tallahassee campus or other sites in Panama City. A valid driver’s license will be required to operate a vehicle.

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 equivalent and four years experience or a combination of post high school education and experience equal to four years

Experience to effectively train and direct the work of others.

Knowledge of standard concepts, practices, and procedures within the network and data field.

Knowledge of the processes involved with inventory management and control.

Experience to read and interpret technical manuals, equipment diagrams, and specifications.

Knowledge of computer operations, functions, and related peripherals.

Experience providing end-user support for Windows 10

Experience with large screen monitors and connectivity with different input sources

Experience supporting Audio Visual systems such as cameras, projectors and sound recording/amplification systems

Experience supporting and helping users with web conferencing/collaboration solutions such as Skype for Business, MS-Teams, or GoToMeeting

Willing to support after-hours events and activitiesPreferred Experience using Microsoft Deployment Toolkit (MDT) to image computers.

Experience in an Office 365 environment and basic knowledge of the Office 365 suite of applications.

Experience operating and supporting complex video and audio systems for classrooms, meetings, and lectures.

Experience operating or troubleshooting Crestron / Extron hardware.

Ability to manage objects, users and permissions in Active Directory

Experience in Security Vulnerability Remediation using tools such as Nexpose

Microsoft certifications or training for Windows 10 support.

Experience supporting computer labs and technology enhanced classrooms in an education environment.Pay Plan This is an A&P (Administrative and Professional) position.Schedule 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 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.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