ITS Services Coordinator

Posted by Ebrahim Randeree on

Job Title: ITS Services Coordinator, Position 60657

Job ID: 35092

Location: Tallahassee, FL

Full/Part Time: Full-Time

Regular/Temporary: Regular

Apply On Or Before: 01/22/2013

Department: Information Technology Services / Service Management / Service Request

Anticipated Salary Range: Negotiable based on experience.

Qualifications

  • High school diploma or equivalency and four years experience or a combination of post high school education and experience equal to four years.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, including administrators, faculty, and subject matter experts.
  • Customer service and time management experience.
  • Experience with analyzing data and making recommendations for various services.
  • Experience with and knowledge of setting up telephone and networking systems (i.e. VLAN, ACL’s, VoIP and Centrex).
  • Experience prioritizing, organizing, and performing multiple work assignments simultaneously.
  • Experience with conveying technical information to technical and nontechnical users.
  • Experience developing and implementing policies, procedures, goals, and objectives.
  • Experience with documenting processes (new and existing).
  • Experience compiling, reviewing, and reconciling data for accuracy and completeness.
  • Experience with performing assigned responsibilities with minimal to moderate supervision.
  • Experience working successfully in a team-oriented environment.
  • A valid Florida or Georgia driver’s license.

Background Check Requirements
This position requires successful completion of a criminal history background check.

Confidentiality Policy
This position requires compliance with University confidentiality policies.

Preferred

  • Experience with VoIP systems.
  • Ability to establish and maintain effective working relationships.
  • Ability to evaluate process effectiveness and develop change or alternatives.
  • Ability to meet project deadlines.
  • Ability to perform accurately in a detail oriented environment.

Schedule
Monday-Friday 8:00am-5:00pm.

Responsibilities

  • This position is a member of the Service Management team of Information Technology Services (ITS) centralized support, the ITS Service Center. Service Management provides central support to both ITS*s customers and internal units through service requests (orders), customer contact, and the FSU Service Center case management system (PeopleSoft).
  • Works in a team environment to ensure processing of orders for ITS provided services. Duties include coordinating efforts regarding installation and information changes/updates for networking configurations (VLANs, ACLs, IP scope), access/security systems, telephone (VoIP and Centrex), features, voice mail, cable TV, data lines/circuits, videoconferencing/multi conferencing bridge, cellular services and mobile devices, and directory/e911 updates.
  • Responsible for data integrity and quality control for order processing system from order receipt, translation of user needs into standard telecommunications language using appropriate order forms, coordination of all resources (internal and external) to meet timely fulfillment, order status, accurate billing information, and ensuring customer follow-up and satisfaction. Uses reporting tools (predefined and custom reports in order system) to identify and correct billing, order routing, and informational errors. Designs, maintains and generates management reports to support all functions.
  • Conducts regular on-site customer visits, user training and follow-up for clarification of order requests and support of all ITS products and services. Makes recommendations and coordinates additions, changes and enhancements based on customer contact, and oversees implementation, if necessary. The team will also work together for special promotions and events, as necessary and will maintain strong customer relationships by utilizing a team approach for the distribution of workload and ensure quality control through customer contact.
  • Is a liaison with a multitude of outside vendors, campus departments, and internal/external customers to ensure customer satisfaction and appropriate turnaround times for fulfillment of all requests and to ensure smooth operations for all activity. A State vehicle, golf cart, utility vehicle, or all-terrain vehicle may be needed to reach site premises. A valid driver’s license will be needed in order to operate vehicle. Employee may be required to carry a university cell phone during normal working business hours (8 AM – 5 PM).
  • Acts as a team leader or team member, either independently or with other areas of ITS/FSU on special projects to implement or enhance ITS’s products and service offerings. Must be able to perform and complete multiple tasks and projects simultaneously in a time sensitive manner.

Veteran’s Preference
Preference will be given to eligible veterans and their eligible spouses in accordance with Chapter 295 of the Florida Statutes. For additional information on Veterans’ Preference visit http://www.floridavets.org/benefits/veteranspref.asp.

IMPORTANT: In order to claim Veterans’ Preference, applicants must attach/upload a DD-214 (and other documentation as applicable) with their online application.

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