Technical Support Analyst

Department


This position is within FSU's Department of Information Technology Services (ITS) and Florida State University School


Responsibilities


FSUS offers a dynamic and multifaceted IT environment ideal for career-seeking professionals looking to engage in multiple technical domains. The landscape spans enterprise infrastructure with virtual and physical servers, storage and backup systems, and local Active Directory management tailored to K-12 needs. Professionals can contribute to digital transformation through cloud services, CRM, and network tools, while also supporting endpoint deployment, AV technologies, and user access controls. With active projects in collaboration platforms, enterprise applications, and technology-enhanced learning spaces, FSUS presents a rich opportunity for IT professionals to grow across infrastructure, security, user support, and innovation initiatives.

Dual Reporting: Florida State University Schools (FSUS) and ITS-ITAPP [Information Technology Administration Partnership Program] partnership to deliver information technology services for the College of Education. Reports to ITS to consolidate services, leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and/or modification of FSUS IT systems. Ensures all software, hardware, and technical information is processed per established processes and procedures. Serves as a primary customer contact regarding problem definition, resolution, and prevention of IT hardware and software issues.

Reports to the onsite IT Manager and is responsible for troubleshooting and mitigating problems related to computer hardware and software applications. Includes both customer telephone support as well as electronically submitted requests. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Ensures effective and efficient daily operations of hardware, software, peripheral equipment, and various educational technologies for FSUS users following the design and installation specifications.

Performs initial computer hardware setup through a preset image, liaises with ITS for the image components, and tests the image (both for Mac and Windows environments) before deployment. Regularly assesses the necessity for image modifications based on college needs and user requirements and assures compliance to prevent any vulnerabilities.

Maintains detailed records of daily communication, reports problems, remedial action taken, and installation activities by entering complete and accurate information into the ticketing system. Follows and maintains documentation in the FSUS IT operations manual and offers solutions/suggestions for improvement in execution.

Reviews technical manuals/resources, confers with users regarding computer software and hardware operations, and conducts diagnostics to investigate, resolve, and prevent IT problems. Interfaces with and educates faculty, staff, and students as necessary to provide a consistent baseline in technical knowledge and abilities. Creates job aids as needed in various formats to meet user needs.

Liaises with ITS to manage FSUS computing resources in Active Directory, MS Intune and Azure, email, network, network print services, and other services provided by ITS. Establishes professional relationships with other ITS personnel and, as part of the ITAPP organization, works with other units and provides technical expertise as needed.

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


High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.


Preferred Qualifications

• Experience assisting users with Chrome, Windows and Apple devices
• Experience using Windows 10, Windows 11, and Chrome OS
• Experience with Office 365 suite, and Google Suite, including MS Teams, MS Outlook, MS Word, MS Excel and MS PowerPoint
• Experience installing applications on MS Windows and Chrome OS computers
• Experience installing computer peripheral devices such as printers and scanners and videoconferencing hardware
• Experience using cloud storage solutions such as MS One Drive, Google Drive, and Dropbox

Helpful


This position requires a motivated individual who is interested in an IT career. In order to be successful, the candidate must possess great organizational skills, excellent customer service, and communication skills. Prior experience in education and the customer service industry is more paramount than technical background.


Some of the regular tasks of a Technology Support Analyst at FSUS include:

• Monitoring our customer support queue (help desk tickets) in our Salesforce CRM to respond to requests.
• Preparing new computers for first time use.
• Installing or troubleshooting computer hardware for students and employees.
• Attending team training sessions and group meetings.
• Organizing shop hardware, surplus storage and spare materials.
• Assisting with setup and maintenance of specialized applications and hardware in classrooms, conference spaces and digital signage
• Working closely with ITS subject matter experts.

This is an excellent entry to growth level opportunity for individuals with minimal training or experience, as well as those looking to accelerate their careers and develop their skills in desktop and enterprise-level IT support.The daily routine for this position begins by ensuring a smooth start for more than 100 classrooms and their teachers. From there, the focus shifts to responding to Service Desk requests from faculty, staff, and students. This role provides hands-on exposure to a wide range of technologies, from basic desktop support to network-level troubleshooting, offering continuous opportunities for learning, skill development, and professional growth.

The first 90 days will focus on onboarding, training, and immersion into the K-12 technology environment. Daily responsibilities will be introduced progressively, providing hands-on experience while building the knowledge, skills, and confidence needed for long-term success in the 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 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 Florida State University and our campuses .


FSU Total Rewards


FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.

Use our FSU Total Compensation Calculato r 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 through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through 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, 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 Veterans' Preference eligibility requirements and Veterans' Preference required documentation (PDF) , or call FSU Human Resources at View phone number on click.appcast.io .

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.