Job ID
40410
Location
Tallahassee, FL
Full-Time
Regular
Apply On Or Before
06/21/2016
Department
Information Technology Services / Service Desk
Responsibilities
This is a support position in the Information Technology Services (ITS) Service Desk, part of the FSU Information Technology Services Service Center. The ITS Service Desk is FSU’s centralized support for IT Services for providing general information, for supporting the FSU ticketing system, and for the IT work order system and Directory assistance overflow.
Provides support in a call center environment, which provides timely and effective customer service and resolution at first contact via phone calls, email, workflow and online chats. Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into appropriate workflow. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for the IT Services suite, including detailed desktop, application, networking (wired and wireless), account management, login issues, and email, etc. Requests are fulfilled or routed to appropriate IT provider group(s) adhering to specified guidelines utilizing appropriate system(s).
Provides for data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase and job aids to provide for continuous service improvement. Adheres to standards required to produce effective management reports to ensure all established policies, processes, and service commitments are met.
Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.
Participates in campaigns with the University community as needed, via phone calls and email and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for call backs or return email to record the outcomes.
Other duties and special projects, as necessary. Participates with all areas of the ITS Service Center in a team approach to provide depth of coverage.
Qualifications
High school diploma or equivalency and two years of experience related to the duties of this position. (note: post high school education and related work experience equal to two years).
Experience demonstrating effective customer service skills.
Experience communicating effectively verbally and in writing.
Experience prioritizing and organizing work assignments.
Experience utilizing problem solving and technical skills.
Experience or knowledge of standard concepts, practices, and procedures for computer support.
Preferred
Knowledge of computer operations, functions, and related peripherals.
Service Desk /Help Desk or Call Center experience.
Ability to multitask
Anticipated Salary Range
Starting salary is $26,000.
Schedule
Work hours 9am – 6pm Monday – Friday. Hours may vary. Nights and weekends may be required, if needed.
Criminal Background Check
This position requires successful completion of a criminal history background check.
Pay Plan
This is an USPS (University Support Personnel System) position.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. 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 http://hr.fsu.edu/?page=ers/application/application_veterans_preference, 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: http://www.hr.fsu.edu/PDF/Publications/diversity/EEO_Statement.pdf