Technical Support Analyst

Responsibilities This position is within FSU’s Department of Information Technology Services (ITS) and Florida State University School of Education. The role thrives in a dynamic, multifaceted IT environment, enabling professionals to engage across enterprise infrastructure, cloud services, CRM, network tools, endpoint deployment, AV technologies, and user access controls. The candidate will support digital transformation and technology‑enhanced learning, working in partnership with ITS to deliver services for the College of Education. Dual Reporting: Reports to ITS to consolidate services while also serving as the primary customer contact for IT hardware and software issues. Daily Responsibilities: Provide both telephone and electronic support, perform remote troubleshooting, and ensure effective daily operations of hardware, software, peripheral equipment, and educational technologies for FSUS users following design and installation specifications. Work includes initial computer hardware setup through preset imaging, liaison with ITS for image components, and image testing for Mac and Windows environments. Maintain detailed, accurate ticketing records and follow the FSUS IT operations manual to suggest process improvements. Conduct diagnostics, investigate and resolve IT problems, educate faculty, staff, and students, and create job aids as needed. Liaise with ITS to manage FSUS computing resources in Active Directory, MS Intune, Azure, email, network, print services, and other ITS services. Adhere to ITS policies regarding support requests, work orders, project, change, and incident management. 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 Windows10, Windows11, and ChromeOS Experience with Office365 and Google Suite, including MS Teams, Outlook, Word, Excel, and PowerPoint Experience installing applications on MS Windows and ChromeOS computers Experience installing computer peripheral devices such as printers, scanners, and videoconferencing hardware Experience using cloud storage solutions such as MS One Drive, Google Drive, and Dropbox Tasks Monitor the help desk queue (Salesforce CRM) and respond to support requests. Prepare new computers for first‑time use. Install or troubleshoot computer hardware for students and employees. Attend team training sessions and group meetings. Organize shop hardware, surplus storage, and spare materials. Assist with setup and maintenance of specialized applications and hardware in classrooms, conference spaces, and digital signage. Work closely with ITS subject‑matter experts. Considerations This position requires successful completion of a criminal history background check. Veterans' Preference Veterans' Preference applies to University Support Personnel System (USPS) positions only. Veterans and their spouses and family members may receive preference and priority, and certain service members may be eligible for waivers for post‑secondary educational requirements when employed by the state and its subdivisions. To claim Veterans' Preference, applicants must select “yes” in the application questionnaire and upload the required documentation before the position closing date. Equal Employment Opportunity FSU is an Equal Employment Opportunity Employer. #J-18808-Ljbffr