"IT Services Coordinator"

Job Details

Job Title: IT Services Coordinator
Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 61048
Department: This position is within FSU’s Department of Information Technology Services (ITS)

Responsibilities

The ITS Service Desk is the first point of contact for students, faculty, staff, and constituents of the University when associated with requesting and receiving support for technologies provided by ITS. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.

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). Consults with customers and management to determine IT facility needs and requirements and coordinates referrals to service providers.

Collaborates within a team environment to ensure processing orders for ITS-provided services are completed timely. Duties include coordinating efforts regarding installation and information changes and/or updates for networking configurations (VLANs, ACLs, IP scope), access security systems, telephone VoIP, and Centrex system features (voice mail, cable TV, data lines/circuits, video conferencing, or 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 on-site customer visits, training, and follow-up for clarification of order requests and support of all ITS products and services. Makes recommendations and coordinates additions, changes, and/or enhancements based on customer contact, and oversees implementation, if necessary. Works with colleagues on special promotions and events, as necessary, and maintains strong customer relationships by utilizing a team approach for the distribution of workload and ensure quality control through customer contact.

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. Performs and completes multiple tasks and projects simultaneously in a time-sensitive manner.

Liaison to a multitude of outside vendors, campus departments, and internal/external customers to ensure customer satisfaction and appropriate turnaround times for fulfillment of all requests to ensure smooth operations for all activities. This position may require the use of a University or state vehicle, golf cart, and utility vehicle may be needed to reach site premises, a valid driver's license will be needed 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. May be required to carry a university cell phone during normal working business hours (8 AM - 5 PM).

Qualifications

High school diploma or equivalency and four years experience or a combination of post high school education and experience equal to four years.
A valid Florida or Georgia driver's license or the ability to obtain one.

Preferred Qualifications

Experience working in CRM systems and AiM Work Order Management

Helpful

Who is an ideal candidate for this position?
Someone that excels at time management and exceptional customer service skills.

What is a typical day in this position?
Managing an individual work queue of 80-100 service requests for ITS services. Interacting with external vendors, service providers and departmental budget managers and IT professionals.

What can I expect in the first 60-90 days?
A complete understanding of the FSU Service Portfolio and support workflows.

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 our university and campuses.

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive tool 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 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 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 eligibility information and required documentation, 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.