Florida State University · 1 day ago
Service Desk Support Tech (Multiple Vacancies)
Tallahassee, FL
Full-time
Onsite
Entry Level
2+ years expFlorida State University is one of the nation's elite research universities, and they are seeking a Service Desk Support Tech to provide assistance with IT issues and support for students, faculty, and staff. The role involves managing support requests, providing customer service, and maintaining documentation for the ITS Service Desk.
EducationUniversities
Responsibilities
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 emails 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
Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management
Appropriately utilizes associated tools in accordance with ITS standards
Qualification
Required
High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years
Preferred
Experience working in a Call Center environment
Exceptional attendance record, great time management skills and a self-starter
Benefits
FSU offers a robust Total Rewards package.
Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Company
Florida State University
Florida State University is an American public space-grant and sea-grant research uivnersity.
5001-10000 employees
H1B Sponsorship
Florida State University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (152)
2024 (108)
2023 (106)
2022 (80)
2021 (33)
2020 (34)
Funding
Current Stage
Late StageTotal Funding
$108.2MKey Investors
National Science FoundationNational Institutes of Health
2024-02-23Grant· $6M
2023-01-27Grant· $72.7M
2021-10-14Grant· $14.5M
Leadership Team
Ebe Randeree
Associate Dean. College of Communication & Information
Jeff Latimer
Director of IT for College of Medicine and FSU Health
Recent News
2025-11-24
Company data provided by crunchbase