Service Desk Analyst II @ FSU Office of Information Technology – Medicine

Posted by Michael Walsh on

Responsibilities

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.

Qualifications

High school diploma/equivalency and two years of experience. (Note: post-high school education can substitute for experience at the equivalent rate.)

  • Experience in demonstrating effective customer service skills.
  • Experience in utilizing problem solving skills.
  • Ability to communicate effectively verbally and in writing.
  • Ability to document existing and new processes.
  • Ability to establish and maintain effective working relationships.
  • Experience with Microsoft Excel and Word, or equivalent software.
  • Experience prioritizing, organizing and performing multiple work assignments simultaneously.
  • Ability to establish and maintain effective working relationships.

Preferred

  • Knowledge of and ability to interpret and apply related federal, state, and local laws, ordinances, rules and regulations.
  • Knowledge of and the ability to interpret and apply related University policies, procedures, principles, and practices.
  • Knowledge of applicable computer software and operating systems.
  • Knowledge of standard concepts, practices, and procedures for computer support.
  • Knowledge of computer operations, functions, and related peripherals

How to Apply

Visit https://jobs.fsu.edu and search for Job ID 53954.