The Help Desk Analyst, reporting to the Tech Support Manager, collaborates with the Help Desk Coordinator and staff to provide and ensure Florida Tech's end-users receive the appropriate assistance on issues concerning computer hardware, software, networking, and applications. This includes partnering with internal teams to manage all procedures for identifying, prioritizing, and resolving end-user help requests. Responsibilities include:
- Providing 1st level support phone support
- Acting as responder and escalation point for all 1st/2nd Level issues
- Assist the Helpdesk Coordinator to serve as a Point of Contact for the Help Desk for all users and staff.
- Ensure timely communications, as needed, with clients on incident progress, change control, and scheduled outages.
- Manage/Prioritize/Escalate Help Desk tickets and assignments to the appropriate personnel.
- Ensuring all incidents and problems are resolved/closed within Service Level Parameters
- Document issues and create/update Knowledge Base entries
Requirements include: - Associate's Degree in an IT-related field or equivalent/relevant experience.
- Experience in IT customer service support.
- Experience classifying incidents and requests.
- Experience assisting with Help Desk queues, including phone, email, and web.
- Experience with a professional ITSM is preferred.
- Knowledge of multi-platform processing and tools used for incident tracking and trending
- Strong interpersonal skills; able to successfully build relationships
- Strong communication skills
- Ability to communicate complex IT issues at all levels of the University (i.e., from Students to Senior Leadership)
- Knowledgeable of academic environments, services and applications is a plus.
- Demonstrated commitment to quality user support and customer satisfaction
- Strong business acumen and analytical and problem-solving
- A self-motivated team player who can work independently
- Ability to work with demanding users and manage their complaints in a fast-paced environment
Equal Opportunity Florida Tech does not discriminate on the basis of race, color, gender, religion, sexual orientation, national origin, disability, genetic information, age, pregnancy, parenting status, veteran status or retirement status in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex. Inquiries concerning the application of the non-discrimination policy may be directed to the Office of Title IX at John E. Miller Office Building (401QAD), 150 West University Blvd, Melbourne, FL 32901, ...@fit.edu, or 321-###-####, or to the U.S. Department of Education Office for Civil Rights.
Americans with Disabilities Act Please notify us at least five days in advance if a reasonable accommodation for a disability is needed by calling the Office of Human Resources at 321-###-####.
Annual Security & Fire Safety Report The federal Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) requires colleges and universities, both public and private, participating in federal student aid programs to disclose campus safety information, and imposes certain basic requirements for handling incidents of sexual violence and emergency situations. Florida Tech's 2023 Annual Security and Fire Safety Report includes statistics for the previous three years concerning reported crimes that occurred on campus; in certain off-campus buildings or property owned or controlled by Florida Tech; and on public properly within, or immediately adjacent to and accessible from, the campus. The numbers provided include crime statistics that were reported to local law enforcement agencies, campus security and other Campus Security Authorities. The report also includes institutional policy statements regarding campus safety and security measures; descriptions of prevention and awareness programs; related university procedures and important guidance; and other essential safety information. You can obtain a printed copy of this report at the Department of Security Welcome Center located at 3126 Panther Place, during normal business hours, or by accessing the following web site Annual Security and Fire Safety Report 2023.
Official Transcripts Official transcripts of all collegiate work must be sent directly from the attended institution to the Office of Human Resources prior to the first day of employment. All international degrees must have a course-by-course official evaluation and translation sent to the Human Resources Office directly from an evaluation company affiliated with the National Association of Credential Evaluation Services, Inc. (NACES).
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