IT Support Specialist

Responsibilities This position is within FSU’s Department of Information Technology Services (ITS). ITS-ITAPP provides technology support and services for the FSU Panama City campus, including end‑user support, device management, classroom technology, and event support for faculty, staff, and students. ITS-ITAPP (Information Technology Administration Partnership Program) provides services to the FSU Panama City Campus located in Panama City, Florida. It serves as the first point of contact for the distribution and support of information technology resources, providing problem solving and debugging along with delivering user support to faculty, staff, and students. The position reports to the on‑site ITS-ITAPP manager to consolidate services, leveraging centrally funded/managed systems and personnel. Provides general technology customer support and problem resolution. Is responsible for troubleshooting and mitigating complex problems related to computer hardware and software applications. Performs initial computer hardware and software setup. Provides diagnosis, testing, repair, installation, and maintenance of computer workstations, printers, smartphones and tablets. Collaborates with the ITAPP manager and ITS-CTS (Computing Technology Services) to execute standardized workstation support practices and strategies to foster teamwork and ensure continuity of services. Serves as liaison with university‑wide subject‑matter experts. Must possess independent judgment and be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures and technologies. Under the direction of the ITAPP manager, evaluates available and emerging technologies and determines if they are suitable for implementation. Responsible for configuration and installation of new equipment and software. Provides training to employees in the use of equipment, software applications, and systems. Assists with administration and support of computer labs and associated multimedia equipment. Assists with troubleshooting end‑user issues related to telephone system instruments, digital signage, videoconferencing, and remote connectivity of computers. Provides customer support via telephone, remote access tools, in‑person, and e‑mail. Provides technical support for event conferences, teleconferences, and webinars. Some events require occasional support outside of normal business hours. Responsible for the continual operation and maintenance of media equipment that includes projectors, televisions, digital displays, technology podiums, sound systems, video equipment, and document cameras. Routinely tests and reviews media equipment for quality control and reliability. Assists in properly tracking inventory. Monitors supplies and equipment inventories. Sanitizes equipment to be sent to surplus. Uses an automated help‑desk tracking system and other record‑keeping procedures relating to responsibilities. Under the direction of the ITAPP manager provides reports to demonstrate progress in reaching various goals and objectives. Under the direction of the ITAPP manager provides guidance and training for OPS technicians. On occasion a state vehicle will be used to reach the FSU Tallahassee campus or other sites in Panama City. A valid driver’s license is required to operate a 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 equivalent) and four years of experience, or a combination of post-high-school education and experience equal to four years. Preferred Qualifications A bachelor's degree in technology, or CompTIA A+, Network+, and Security+ certifications, or three years of experience in the IT field. Strong organizational, analytical, and communication skills. Ability to multitask within a fast-paced work environment. Experience implementing and/or supporting new initiatives (policy, technology, procedure, etc.). Experience with various classroom technology and operations and application processing. Who is an ideal candidate for this position? The ideal candidate is a motivated and customer-service-oriented IT professional with strong technical troubleshooting skills, experience supporting end-user technologies, and the ability to work independently while collaborating effectively with campus and university IT teams. Typical day in this position The candidate will have a daily opportunity to demonstrate a diverse knowledge supporting students, faculty, and staff in many different areas of technology. First 60-90 days The candidate should expect to learn about classroom technology support, deploying and troubleshooting desktop/laptop machines, set-up of audio/video equipment for small to large events, and the basics of our campus support system. 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. #J-18808-Ljbffr