Student Computing Support Specialist

Job Title: Student Computing Support Specialist Location: Tallahassee, FL Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 62641 Department This position is within FSU’s Department of Information Technology Services (ITS) - Student Support Center Responsibilities This position provides day-to-day leadership for ITS’ Student Computing Support center, where students can obtain assistance with their personally owned computing devices. Together with a small staff of OPS Student technicians, you’ll support FSU campus-wide IT services, like connecting to Wi-Fi, registering devices for use on the campus dormitory network, installing and using the Microsoft 365 Suite of applications, migrating data to newly purchased devices, using the Virtual Lab, etc. As student employees graduate or move on to other roles, you’ll train new hires on the fundamentals of IT support and troubleshooting workflows. During maintenance periods, your staff will assist in refreshing student computer lab software installations. Responsible for providing highly effective, efficient, and reliable response to support technologies used by ITS customers, primarily students, along with consultation and technical advice regarding their computing needs. Provides guidance and ensures other ITS staff are providing support consistent with the mission of Student Computing Support program and ITS, as a whole. Serves as participant on policy and best practices development and procedures. Coordinates schedules of other program support staff to ensure proper coverage during operating cycles. Responsible for managing and directing staff and operations for processing service orders for the Student Computing Support area. Oversees and directs all aspects of orders by ensuring effective communication between our clients and other service provider groups. Drafts and establishes standards, procedures, and guidelines in the resolution of orders. Installs, maintains, troubleshoots, or modifies software packages, operating systems, and interfacing with related devices. Initiates routine diagnostics to determine cause of equipment failure and follows standard procedures for problem resolution. Performs data recovery and backups. Diagnosis and removal of computer viruses or malware. Responsible for providing advice to users on basic computer functions and installed software packages to facilitate and enhance their work experience. Responsible for maintaining and providing users with appropriate information relating to workstation configurations, replacement cycle, and planning. Performs other duties as assigned. A State vehicle, golf cart, or utility vehicle will be used to reach site premises. A valid driver's license will be needed in order to operate vehicle. 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 high school diploma or equivalency and four years' experience or a combination of post high school education and experience equal to four years. A valid Florida or Georgia driver's license or the ability to obtain one upon hire. This position requires successful completion of a criminal history background check. Preferred Qualifications Exceptional customer service skills. Computing downtime can cause frustration and anxiety for our students, and this position requires a patient and thoughtful individual. Mentorship and training experience. Student workers regularly find new positions in Internships and/or graduate so there will be staff turnover frequently. Windows, macOS, iOS, Android, ChromeOS experience helpful. Students have every flavor of computing device and gaming system. Considerations This is an A&P position. Equal Employment Opportunity FSU is an Equal Employment Opportunity Employer. #J-18808-Ljbffr Florida State University