Inside Higher Ed · 19 hours ago
Service Desk Support Technician (Multiple Vacancies)
Tallahassee, FL
Full-time
Onsite
Entry Level
2+ years expInside Higher Ed is seeking a Service Desk Support Technician to join Florida State University's Department of Information Technology Services. This role involves providing first-line IT support to students, faculty, and staff, ensuring effective management of service requests and delivering excellent customer service in a call center environment.
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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
Robust Total Rewards package
Compensation, Benefits, Wellness, Recognition, and Employee Development programs
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
Recent News
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