Service Desk Support Technician (OPS)

Posted by Ebrahim Randeree on

Job ID: 35621
Location: Tallahassee, FL
Regular/Temporary: Temporary
Apply On Or Before: 05/17/2013

 

Information Technology Services
Anticipated Salary Range
$9.00 an hour

Qualifications

  • High school diploma or equivalency and two years experience or a combination of post high school education and experience equal to two years. Strong customer service skills.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Experience utilizing problem solving skills.
  • Experience prioritizing, organizing, and performing multiple work assignments simultaneously.
  • Experience working successfully in a team-oriented environment.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Knowledge of standard concepts, practices, and procedures for computer support. (Proficient)

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

Confidentiality Policy
This position requires compliance with University confidentiality policies.

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

Other Information
This is a full-time Other Personal Services ( (OPS) position

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, such as network connectivity, login issues, systems access, email and desktop applications. Additionally, the Service Desk provides general information, support for the FSU ticketing system, the IT work order system and Directory assistance overflow. The primary role of the Service Desk team is to provide first contact for all customer requests, including phone calls, email, online chats, and provide resolutions or service restorations as quickly and efficiently as possible, specifically for the suite of IT services identified in the IT service portfolio.

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.

How To Apply
If qualified and interested in a specific vacancy as advertised, apply to Florida State University at https://jobs.fsu.edu.

Applicants are required to complete the online application with all applicable information. Applications must include work history and all education details (if applicable) even if attaching a resume.

Equal Employment Opportunity
An Equal Opportunity/Access/Affirmative Action Employer