IT Support Specialist

Department


This position is within FSU's Department of I nformation Technology Services (ITS)


Responsibilities


Dual Reporting: Annes Spencer Daves College of Education Health and Human Sciences (Annes College) and ITS-ITAPP [Information Technology Administration Partnership Program] partnership to deliver information technology services for Annes College. Reports to ITS to consolidate services, leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and/or modification of Annes College 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 applications and issues.

Reports to the onsite IT Manager and is responsible for troubleshooting and mitigating complex 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 Annes College users following the design and installation specifications. Must be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures, and technologies.

Manages hardware provisioning and automated endpoint deployment across Windows, macOS, and Linux platforms utilizing cloud-based infrastructure and Mobile Device Management (MDM) solutions. Collaborates with ITS to build, test, and maintain configuration profiles, compliance policies, and software packages. Regularly evaluates deployment workflows and security baselines to meet organizational requirements and mitigate system vulnerabilities.

Executes the unit's endpoint vulnerability management lifecycle for workstations, laptops, and peripherals in full compliance with the FSU IT Vulnerability Management Standard (4-OP-H-25.09). Leverages enterprise vulnerability assessment platforms and Endpoint Detection and Response (EDR) agents to conduct required routine scanning, prioritize CVSS threat levels, and coordinate timely patch remediation. Contributes to departmental risk assessments, endpoint security compliance, and business continuity planning.

Liaises with ITS to manage Annes College cloud and computing resources 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. Logs, tracks, and updates incident, resolution, and installation data accurately across enterprise ticketing and knowledge management systems. Complies with established operational guidelines and contributes to the ongoing continuous improvement of IT processes and documentation.

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.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, and change management. Appropriately utilizes associated tools in accordance with ITS standards. Other duties as required.

Qualifications


Bachelor's degree or a high school diploma or equivalent and four years of experience. (Note: 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.

Preferred Qualifications

• Experience assisting users with MacOS and iOS devices, including MacBook, iPad, and iPhone
• Experience managing Windows 10 and Windows 11
• Experience assisting users with the Office 365 suite, including MS Teams, MS Outlook, MS Word, MS Excel and MS PowerPoint
• Experience installing applications on MS Windows and MacOS computers
• Experience installing computer peripheral devices such as printers, scanners and videoconferencing hardware
• Experience managing MS Windows Server Active Directory and MS Intune devices Experience using cloud storage solutions such as MS One Drive, Google Drive, and Dropbox.

Other Information


ITAPP is a technology collaboration program that assists individual colleges and departments at FSU with the management of IT resources.

Each ITAPP partnership is unique to the unit it supports, and our team of professionals develops a customized technology management plan that aligns with the unit's overall strategic direction. By understanding each unit's distinct needs, the partnership focuses on what the unit can address internally and how ITS can assist in providing consistent support. The unit maintains ownership of their IT resources and collaborates with ITS to manage their IT environment.


The Office of Information Technology (OIT) at Anne Spencer Dave's College of Education, Health, and Human Sciences supports all of the technology needs of the five departments within the college: School of Teacher Education, Educational Psychology and Learning Systems, Educational Leadership and Policy Studies, Sport Management, Human Development and Family Science, and Health, Nutrition, and Food Science. OIT supports hardware and software procurement, lifecycle planning and replacement, classroom audio-video equipment, specialized research computing and instruments, server support and storage solutions, and desktop support.


Helpful


Who is an ideal candidate for this position?
This position requires a motivated individual who is interested in an IT career. To be successful, the candidate must possess strong organizational skills, excellent customer service skills, and strong communication skills. Prior experience in education and the customer service industry is more paramount than a technical background.


What is a typical day in this position?
A Day in the Life: IT Support Specialist
As an IT Support Specialist in our unit, no two days are exactly alike, but everyday centers on clear priorities: keeping our systems secure, supporting team members, and delivering exceptional customer service to the college community.

• Morning: Priorities & Team Alignment
  8:00 AM - Check In & Queue Review: You start the morning by reviewing previous day/week tasks. You'll check Salesforce and enterprise ticketing systems for outstanding customer requests, pending updates, and high-priority tickets.
  8:30 AM - Team Support: Next, you check in with junior team members to ensure they have the guidance and resources needed to resolve their open cases or project milestones.
  9:00 AM - Vulnerability Management: You review the latest vulnerability scanning reports (leverage EDR agents and enterprise tools per FSU Standard 4-OP-H-25.09). High and critical vulnerabilities take immediate priority for patch coordination and mitigation.
• Mid-Day: Core Operations & Project Execution
  10:00 AM - Tier 2/3 Support & Direct Diagnostics: You address incoming complex hardware, software, and peripheral tickets via phone, remote diagnostic tools, or in-person visits across campus facilities.
  1:00 PM - Endpoint Deployment & MDM Management: You work on configuring and provisioning macOS, Windows, or Linux devices via Mobile Device Management (MDM) solutions, adjusting compliance profiles and building software deployment packages.
• Afternoon: Process Improvement & User Engagement
  2:30 PM - Documentation & Knowledge Base Building: You actively look for ways to streamline operations. Log incident details, update internal technical documentation, or author user-facing job aids to build a stronger knowledge base for students, faculty, and staff.
  4:00 PM - Final Ticket Wrap-Up & Daily Handoff: You review remaining open work orders, update ticket statuses in Salesforce/ITS systems, and ensure all high-priority issues are safely resolved or escalated before closing out the day.

What can I expect in the first 60-90 days?
During the first 60-90 days, the person selected for this position will learn about ITAPP and Anne's College and become familiar with the Anne's College faculty and staff and our approach to service.

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.


Considerations


This is an A&P position.

This position requires successful completion of a criminal history background check .


Equal Employment Opportunity


FSU is an Equal Employment Opportunity Employer.