IT Support Specialist

Department


This position is within FSU's Department of Information Technology Services - (ITS-Campus)

Responsibilities


Works with the IT Support Services Manager to deliver information technology services supporting the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop and audio-visual (A/V) support in conjunction with the onsite IT Support Services Manager, the CSW IT Manager, and ITS leadership .

Dual Reporting: College of Social Work and ITS-ITAPP (Information Technology Administration Partnership Program). Partnership to deliver information technology services to support the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop support and Audio Visual (A/V) support under the direction and leadership of the ITAPP (IT) IT support Services Manager.

Serves as the first point of contact relating to distribution and support of information technology resources, providing problem-solving and debugging the distribution and support of information technology resources, providing problem-solving and debugging, along with delivering user support to faculty, staff, and students. Provides Support for specialized software and IT services used by the college's research areas.

Responsible for troubleshooting and mitigating complex problems related to computer hardware and computer applications. Performs initial setup of computer hardware and software. Assists with the analysis and development of procedures involving computing and network issues. Assists with the administration of network servers, including the NVR's, user accounts, backups, and other computer network issues. Assists with the administration of the IP Camera network server, including user accounts, backups, and other computer network issues. Analyzes problems, develops solutions, and implements computer software and hardware. Assist with research and training of a constantly evolving assortment of IT policies, procedures, and technologies. Assist in evaluating available and emerging technologies and determine if they are suitable for implementation in the MDC and FICW technology environment.

Responsible for the configuration and installation of new equipment and software. Provides training to employees in the use of equipment, security practices, software applications, and systems. Assists with the administration and support of conference room, multimedia equipment, and observation room technologies. Assists with troubleshooting end-user issues related to telephone system features and instruments, digital signage, videoconferencing, and remote computer connectivity. Support may be provided via telephone, remote access tools, in person, and/or email.

Works with the IT Support Services manager and MDC and FICW leadership staff to support mission-unique systems and services requiring privileged access to medical data and financial record systems. Supports credit card swipe machines and check scanners connected to the departmental cash collection system. Assists researchers with manipulating, handling, and submitting sensitive and protected information to government agencies.

Assists in properly tracking inventory. Monitors supplies and equipment inventories for help desk operations. Sanitizes equipment to be sent to surplus.

Maintains appropriate documentation relating to workstation configurations, lifecycle replacement, and planning. Performs other duties as assigned.

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 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.


Preferred Qualifications

• Proficient with Windows and Mac operating systems
• Proficient with Office 365 and Adobe CC Suites
• Proficient with Azure and Intune
• Knowledge of A/V systems
• Meticulous record-keeping with computer systems and applications.
• Ability to support various groups of people within a university environment (i.e., students, research professionals, faculty, and staff).
• Familiar with NVR principles and concepts.
• Ability to convey technical information to technical and non-technical users.
• Ability to document existing and new processes.
• Ability to train employees in the use of equipment, security practices, software applications, and systems.

Helpful


What is a typical day in this position?

• Working out of the service center ticketing system to track issues and requests for IT-related resources.
• Working in conjunction with the CoSW IT leadership, avoid duplication of effort by leveraging centrally managed IT services and solutions already provided by ITS and FSU.
• Support for specialized and mission unique computing applications/programs.
• Provide training and guidance to FICW/MDC staff on common and unit-specific/unique systems.
• IT lifecycle planning, asset management.
• Supporting 2 different types of NVR's.
• Work closely with IT support services manager and ITS subject matter experts as needed.
• Assist with IT security incidents.

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/CoSW as well as the Florida Institute for Child Welfare (FICW) and the Multidisciplinary Center (MDC). Become familiar with the Florida Institute for Child Welfare (FICW) and the Multidisciplinary Center (MDC) IT operations, and work with the IT support services manager and unit leadership to assess their IT services and support needs.

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.