Job Title: IT Services Coordinator
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 46969
Department Information Technology ServicesEqual 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 a member of the Service Management team of Information Technology Services (ITS) centralized support. Service Management provides central support to both ITS's customers and internal units through service requests (orders), customer contact, and the FSU Service Center case management system (PeopleSoft).

Works in a team environment to ensure processing of orders for ITS provided services. Duties include coordinating efforts regarding installation and information changes/updates for networking configurations (VLANs, ACLs, IP scope),access/security systems, telephone (VoIP and Centrex), features, voice mail, cable TV, data lines/circuits, videoconferencing/multi conferencing bridge, cellular services and mobile devices, and directory/e911 updates.

Responsible for data integrity and quality control for order processing system from order receipt, translation of user needs into standard telecommunications language using appropriate order forms, coordination of all resources (internal and external) to meet timely fulfillment, order status, accurate billing information, and ensuring customer follow-up and satisfaction. Uses reporting tools (predefined and custom reports in order system) to identify and correct billing, order routing, and informational errors. Designs, maintains and generates management reports to support all functions.

Conducts regular onsite customer visits, user training and follow-up for clarification of order requests and support of all ITS products and services. Makes recommendations and coordinates additions, changes and enhancements based on customer contact, and oversees implementation, if necessary. The team will also work together for special promotions and events, as necessary and will maintain strong customer relationships by utilizing a team approach for the distribution of workload and ensure quality control through customer contact.

Is a liaison with a multitude of outside vendors, campus departments, and internal/external customers to ensure customer satisfaction and appropriate turnaround times for fulfillment of all requests and to ensure smooth operations for all activity. A State vehicle, golf cart and utility vehicle, may be needed to reach site premises. A valid driver's license will be needed in order to operate vehicle. Employee may be required to carry a university cell phone during normal working business hours (8 AM - 5 PM)

Acts as a team leader or team member, either independently or with other areas of ITS/FSU on special projects to implement or enhance ITS's products and service offerings. Must be able to perform and complete multiple tasks and projects simultaneously in a time sensitive manner. Performs other duties as required.

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

The incumbent should have the ability to follow written and verbal instructions on the use of standard operating procedures. Additionally, skilled in using email, and telephone to schedule and communicate work tasks.

Experience in managing a customer support queue

Experience in working with formulas and filters in excel

Ability to prioritize work request

Experience in writing and updating business processes and procedures

Experience in resolving customer complaints via telephone and emailPreferred Three years in Customer ServicePay 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.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.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 http://hr.fsu.edu/?page=ers/application/application_veterans_preference, 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.