IT Support Specialist
Job Title: IT Support Specialist
Location: Tallahassee, FL
Full/Part Time: Full-Time
Job ID: 46254
Department College of Engineering – Civil and EnvironmentalEqual 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.pdfResponsibilities This position is responsible for providing front line software support to law enforcement agency points of contact. This will involve answering the main support telephone line, responding to support emails and text messages, and responding to work orders entered by and on behalf of users in an online issue tracker. Regardless of the medium in which support requests are received, this position is responsible for ensuring every agency contact is ultimately entered in the online issue tracker.
Beyond just responding to and tracking issues reported and features requested, this position requires independent problem resolution and debugging. This position is responsible for using good judgement to solve complex problems that require a high level of general knowledge of law enforcement activities and systems. Must possess the ability to query varying databases, feel comfortable reviewing code through the software development kit, and be able to relay proper documentation to development staff; such as steps to recreate, screen shots, log files, and additional information.
Must communicate with the team when there is an influx of support requests to ensure all requests are handled in under 1 business day. Ability to identify high priority customer requests and ensuring these requests are handled before all others.
Responsible for updating and creating training materials and documentation for end users. This includes but is not limited to Wiki article, PowerPoints, Word documents, PDFs, and helping to build scripts for YouTube training videos. Update agency contact information in the customer relationship management system. Email these agency contacts with important notices, such as: requests to take surveys, notifications of new releases, notifications of system down time, and other announcements.Qualifications Must have a Bachelor’s degree in Information Technology, Management Information Systems, or other appropriate degree plus 2 years’ experience or a combination of appropriate post high school education and experience equal to six years.
Ability to obtain a Criminal Justice Information Services certification within first 30 days of employment.
Ability to effectively communicate verbally and in writing.
Must be able to convey technical information to technical and non-technical users.
Proficiency in documenting existing and new processes.
Ability to establish and maintain effective working relationships.
Able to prioritize, organize, and perform multiple work assignments.
Able to utilize problem solving skills.
Knowledge of and the ability to interpret and apply related University policies, procedures, principles, and practices.
Knowledge of applicable computer software and operating systems.
Knowledge of standard concepts, practices, and procedures for computer support.
Must be able to work independently.
A valid Florida or Georgia driver’s license or the ability to obtain one.Preferred May offer preference to those with Traffic and Criminal Software system experience
May offer preference to those who are currently or were previously employed with a law enforcement agency.
May offer preference to those with current Criminal Justice Information Services certification.Other Information Location:
Possibility of remote work location.Pay Plan This is an A&P (Administrative and Professional) position.Schedule M- F 8am to 5pm for general work week. Other hours outside of this range will be required to meet customer needs, including nights and holidays.Criminal Background Check This position requires successful completion of a criminal history background check, to include fingerprinting. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11.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.