Help Desk Analyst II (Office of Information Technology – Medicine)

Job ID 44026
Location – Tallahassee, FL
Department – Office of Information Technology – College of Medicine


Identifies, diagnoses and resolves escalated problems from first tier analysts for users of computer software and hardware, workstations, internet, printing, etc. and communicates solutions to end-users by providing one-on-one end user problem resolution over the phone, electronic communication techniques and in-person.

Responsible for workstation environment administration workstation image creation/maintenance (SCCM), workstation OS and 3rd party patching (SUP), packaging software for deployment (SCCM), software license asset intelligence (SCCM) and workstation encryption (MBAM).

Researches and recommends innovative, and where possible, automated approaches for workstation administration tasks (SCO).

Responsible for inventory control including property accountability, lifecycle replacement, surplus, and custom hardware build configurations.

Creates documentation surrounding maintenance or administrative tasks to help customers and/or OIT technologies; provides advanced training for complex technical issues.


High school diploma or equivalency and two years of experience; or a combination of post high school education and experience equal to two years.

Experience demonstrating effective customer service skills and communicating effectively verbally and in writing.
Experience documenting existing and new processes.
Experience establishing and maintain effective working relationships.
Experience prioritizing, organizing, and performing multiple work assignments simultaneously.
Experience utilizing problem solving skills.
Experience troubleshooting Windows 7 and 10 operating systems.
Experience troubleshooting Microsoft Office products.
Experience in computer support and operations.


Experience managing users and computers using Active Directory.
Experience with workstation management using SCCM.
Experience troubleshooting and repairing network printers.
Basic knowledge of Adobe professional design apps, such as Photoshop.

Pay Plan

This is an USPS (University Support Personnel System) position.

Criminal Background Check

This position requires successful completion of a criminal history background check. The background check will be conducted as authorized and in accordance with University Policy 4-OP-C-7-B11.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at If you are a current FSU employee, apply via 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.

Veterans’ Preference

Certain service members and veterans, and the spouses and family members of the service members and veterans, will receive preference and priority in employment and are encouraged to apply for the positions being filled. For information on who may be eligible for Veterans’ Preference, go to, or call FSU Human Resources at (850) 644-6034.

IMPORTANT: In order to claim Veterans’ Preference, applicants must upload a DD-214 (and other documentation, as applicable) with their online application prior to the closing date of the job opening.
Tobacco Free Campus

Effective January 1, 2014, tobacco use, including simulated tobacco use, is prohibited on property, interior and exterior, owned or managed by Florida State University. This policy applies to all Florida State University students, employees, consultants, contractors, visitors, and external individuals.
Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU’s Equal Opportunity Statement can be viewed at:
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