Location: Tallahassee,FL, USA
Department
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
This is a support position in the Information Technology Services (ITS) Service Desk. 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.
Works with subject matter experts within and outside of ITS as well as assists with solving technical problems and providing other IT support to university students, staff, faculty, and constituents by monitoring Service Desk and other ITS cases to ensure they are being properly managed. This involves interacting with ITS staff that have been assigned to cases as well as their managers.
Reviews and creates statistical data and reports to support ITS . Assists in the creation and/or modification of documentation, training aids, knowledgebase articles, and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to ensure all established policies, processes, and service commitments are met.
Participates in changes to services and launching of new services by reviewing and creating support documentation, testing new and changed services, and tracking relationships between previous and new cases associated with relevant services. Performs other duties as requested.
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
Bachelor's degree or a combination or a high school or equivalent and four years of experience. (Note: of post high school education and experience equal to four years.)
Preferred Qualifications
Data analytics experience.
Helpful
Who is an ideal candidate for this position?
Possess excellent time management skills, and consistently at work during scheduled work hours. Strong data analytical skills are a must.
What is a typical day in this position?
Reviewing and creating statistical data and reports. Evaluating current business processes and workflow mapping. Works with subject matter experts within and outside of ITS to solve technical issues and ensure ITS Cases are properly managed.
What can I expect in the first 60-90 days?
Familiarize yourself with Office operations and engage with employees, managers and service providers to establish a rapport and understanding of your role.
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, encourages creativity, and embraces diversity. 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.
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How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at 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.
Considerations
This is an A&P position.
This position requires successful completion of a criminal history background check.
This position is open until filled
Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.
FSU's Equal Opportunity Statement can be accessed at: