Service Desk Support Tech

DepartmentThis position is within FSU's Department of Information Technology Services (ITS)ResponsibilitiesThis 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/parents/guests of the University for assistance with IT issues, basic FSU information and directory assistance. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff.Provides support in a call center environment, which provides timely and effective customer service and resolution at first contact via phone calls, email, workflow and online chats. Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into appropriate workflow. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for the IT Services suite, including detailed desktop, application, networking (wired and wireless), account management, login issues, and email, etc. Requests are fulfilled or routed to appropriate IT provider group(s) adhering to specified guidelines utilizing appropriate system(s).Provides for data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase 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 training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.Participates in campaigns with the University community as needed, via phone calls and email and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for call backs or return emails to record the outcomes.Other duties and special projects, as necessary. Participates with all areas of the ITS Service Center in a team approach to provide depth of coverage.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.QualificationsHigh school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.Preferred QualificationsExperience working in a Call Center environment. Exceptional attendance record, great time management skills and a self-starter.HelpfulWho is an ideal candidate for this position?Excellent customer service skills, dependable, enjoys working in a fast-paced team environment, and exceeds expectations.What is a typical day in this position?Interacting with FSU constituents via multiple contact channels. Resolving service requests and incidents via a ticketing system. Reviewing support procedures for relevancy and accuracy.What can I expect in the first 60-90 days?Training on various service offerings, familiarization of support procedures and documentation used by the Service Desk.University InformationOne 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 RewardsFSU 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 ApplyIf 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.Veterans' PreferenceCertain 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 ConsiderationsThis is an USPS (University Support Personnel System) position.This position requires successful completion of a criminal history background check.Equal Employment OpportunityFSU is an Equal Employment Opportunity Employer.