Job Details
Job Title: Helpdesk Support Assistant
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 63508
Department
This position is within FSU's Department of Information Technology Services (ITS).
ITS Campus is a technology collaboration program that involves a unique partnership between member FSU units and ITS. ITS Campus was introduced to help departments of various sizes overcome the challenges of managing computing and other technology resources. Using the ITS Campus model, each unit maintains ownership of its IT resources but collaborates with ITS to manage its IT environment and plan future IT priorities and strategic directions.
Responsibilities
This position is part of ITS Campus, which delivers information technology services to the Facilities and Planning, Design, and Construction departments. It is the first point of contact for the Facilities IT helpdesk and will answer calls, screen service request tickets and determine the level of response required, make contact with the end user and keep them informed at all times. It is responsible for resolving level 1 & 2 requests and escalating where appropriate.
With a focus on customer service: monitors, responds to, and resolves customer requests received in Facilities' integrated work management system (AiM) related to desktop computers, peripherals, and common application support. Works with other IT partners across campus to resolve issues that rely on external resources. Documents actions and resolutions within AiM related to IT customer requests. Maintains customer contact throughout the process keeping them apprised appropriately.
Performs periodic desktop replacements and/or system restorations. This includes inventorying software of old computers and imaging operating systems and software onto new computers utilizing InTune. Ensures functionality and user satisfaction post installation.
Ensures proper organization and inventory of helpdesk and storage areas within IT. This includes ensuring an adequate supply of standby peripherals, cables, and any other necessary IT equipment.
Processes and prepares all IT hardware for surplus. Works with departments to coordinate efforts where needed.
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 two years' experience or a combination of post high school education and experience equal to two years.
Preferred Qualifications
Knowledge of any of the following applications or technologies is preferred: KACE, InTune, AiM, Salesforce, JAMF, Mosyle, Active Directory, Sharepoint, or Microsoft Office.
Previous experience providing helpdesk support to a dynamic environment.
Helpful
Who is an ideal candidate for this position?
The ideal candidate for this position is someone entering the IT field and desiring to learn in a dynamic environment. They will be able to follow instruction and posses critical thinking skills to troubleshoot a myriad of issues. This person must be a team player and communicate well with their peers and those whom they are supporting.
What is a typical day in this position?
Reviewing, updating, and resolving existing help request tickets; communicating with users and instructing them in methods to resolve their issues; preparing desktop and mobile hardware for use; providing remote support for IT issues; communicating with team members regarding actions and resolutions taken.
What can I expect in the first 60-90 days?
The candidate will learn about ITS, ITS Campus, and Facilities and Planning, Design & Construction and how they all work together to ensure IT availability. They will learn our methods of tracking help request tickets and communication. They will learn our procedures for system preparation and deployment. They will respond to and assist users in resolving IT related problems.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about Florida State University and our campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through 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 such service members and veterans, Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.
IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.
Click the links for Veterans' Preference eligibility requirements and Veterans' Preference required documentation (PDF), or call FSU Human Resources at (850) 644-6034.
Considerations
This is an USPS (University Support Personnel System) position.
This position requires successful completion of a criminal history background check.
Equal Employment Opportunity
FSU is an Equal Employment Opportunity Employer.
Working at Florida State University
One of the nation's elite research universities, Florida State University — with the Carnegie Foundation's highest designation, Doctoral/Research University-Extensive — offers a distinctive academic environment built on its cherished values and unique heritage, welcoming campus on the oldest continuous site of higher education in Florida, championship athletics, and prime location in the heart of the state capital.
Combining traditional strength in the arts and humanities with recognized leadership in the sciences, Florida State University provides unmatched opportunities for students and faculty through challenging academics, cultural discovery and community interaction.
Underlying and supporting the educational experience at Florida State University is the development of new generations of citizen leaders, based on the concepts inscribed in our seal: Vires, Artes, Mores — Strength, Skill and Character.
Epitomized by recently named Rhodes Scholars Garrett Johnson and Myron Rolle — elite athletes and scholars committed to public service — and Joseph O'Shea — a campus and community leader as well as a top scholar — Florida State's 40,000 students are dedicated to academic excellence and providing leadership in our complex world.
Florida State University's 16 colleges offer more than 275 undergraduate, graduate, doctoral, professional and specialist degree programs, including medicine and law, covering a broad array of disciplines critical to society today. Each year the University awards over 2,000 graduate and professional degrees.
With its impressive breadth of leading graduate, professional and undergraduate programs, Florida State University is a demanding, intellectually stimulating, yet warm and caring environment for students and faculty. Recognized nationally for its commitment to diversity, Florida State University is a national leader in the number of doctorates awarded to African-American students and in the graduation rate of African-American undergraduates. Its College of Medicine and College of Law are ranked in the nation's Top 10 for Hispanic students.
Florida State University's arts programs — dance, film, music and theatre — rank among the finest in the world, offering an arts education comparable to leading conservatories. Its creative writing program is ranked among the nation's best and is home to the most consistently honored and published student body in the United States. Florida State is responsible for governance of the John and Mable Ringling Museum of Art and associated arts programs, one of the largest museum/university complexes in the nation.
Other programs consistently included in the top public university list include physics, chemistry, political science, psychology, criminology, public administration, library science, information, human sciences, business and law.
At the Ph.D. level, interdisciplinary programs draw on notable research faculty strengths that transcend the traditional disciplines, including neuroscience, molecular biophysics, computational science, materials science and research at the National High Magnetic Field Laboratory—home to the world's most powerful magnets.
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