Location: Melbourne,FL, USA
The Technology Support Specialist is responsible tier 1 and 2 day-to-day operation of the Technology Support Center's functions and works with student workers to support Florida Tech end-user technology. This specialty covers the delivery of support services including installations, consultations, troubleshooting, user assistance, and training for Florida Tech employees and students.
Responsibilties Include:
* Troubleshoot technical issues and respond to service requests following agreed procedures.
* Follow ticket escalation procedures for tier III support resolution
* Ensure that the student support staff have been trained and updated to help support all technology related issues and concerns from end-users.
* Assists with student technician work schedules.
* Track support ticket progress and oversee incident workflows to ensure fast resolution of issues and requests.
* Log incidents and service requests and maintain relevant records:
* Identify and classify incident types and service interruptions
* Record incidents by cataloging by symptom and service offering
* Provide tier 1 and tier 2 customer support for all IT related services
* Assist with employee onboarding and offboarding including computer setup and training.
* Execute routine activities of Information Technology such as shipping and receiving of hardware.
* Assist to develop and lead training sessions for faculty, staff, and students.
* Assist in maintaining IT hardware and software inventories Assist with the creation of training materials for IT staff and University-wide use.
* Propose services, applications, and procedures to improve or assist with business processes.
* Assist in maintaining documentation of IT standard operating procedures for the institution.
* Enforce security practices and controls according to institutional policy and industry best practices.
* Collaborate with IT staff and leadership to enhance IT services for the Florida Tech community.
* Perform other job-related duties as assigned.
Requirements Include:
* 1-3 years of experience in related field
* Previous experience working in a fast-paced team environment
* Preferred - Associate Degree or Bachelor's Degree in Management Information Systems or other equivalent combination of education and experience
* Strong customer service skills
* Strong analytical skills and attention to detail
* Ability to interact professionally and effectively across all levels of an organization to conduct training sessions and resolve technical support issues
* Strong knowledge of PC systems and MAC systems (desktop and laptops)
* Experience supporting mobile devices
* Ability to prioritize multiple projects and tasks and work independently with little supervision
* Experience entering/tracking tickets in incident management systems
* Extensive experiencing using and supporting Microsoft Office components including Word, Excel, Outlook and the Office 365 cloud-based tools
* Ability to read, interpret, and apply technical documentation
* Perform job duties with the utmost integrity and adherence to institutional policy
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 impose certain basic requirements for handling incidents of sexual violence and emergency situations.
Florida Tech's 2024 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 property within, or immediately adjacent to and accessible from, the campus.
The numbers provided include crime statistics 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 website: 2024 Annual Security and Fire Safety Report.
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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