Helpdesk Support Assistant

Job Title:

Helpdesk Support Assistant.

Location:

Tallahassee, FL. Regular/Temporary:
Regular. Full/Part Time:
Full-Time. Job .

Department

This position is within FSU’s Department of Information Technology Services (ITS).

ITS Campus is a technology collaboration program that involves a unique partnership between member FSU units and ITS. ITS Campus was introduced to help departments of various sizes overcome the challenges of managing computing and other technology resources. Using the ITS Campus model, each unit maintains ownership of its IT resources but collaborates with ITS to manage its IT environment and plan future IT priorities and strategic directions.

This position is part of ITS Campus, which delivers information technology services to the Facilities and Planning, Design, and Construction departments. It is the first point of contact for the Facilities IT helpdesk and will answer calls, screen service request tickets and determine the level of response required, make contact with the end user and keep them informed at all times.

It is responsible for resolving level 1 & 2 requests and escalating where appropriate.

With a focus on customer service: monitors, responds to, and resolves customer requests received in Facilities' integrated work management system (AiM) related to desktop computers, peripherals, and common application support. Works with other IT partners across campus to resolve issues that rely on external resources. Documents actions and resolutions within AiM related to IT customer requests. Maintains customer contact throughout the process keeping them apprised appropriately.

Performs periodic desktop replacements and/or system restorations. This includes inventorying software of old computers and imaging operating systems and software onto new computers utilizing InTune. Ensures functionality and user satisfaction post installation.

Ensures proper organization and inventory of helpdesk and storage areas within IT. This includes ensuring an adequate supply of standby peripherals, cables, and any other necessary IT equipment.

Processes and prepares all IT hardware for surplus. Works with departments to coordinate efforts where needed.

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.

High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.

Knowledge of any of the following applications or technologies is preferred: KACE, InTune, AiM, Salesforce, JAMF, Mosyle, Active Directory, Sharepoint, or Microsoft Office. Previous experience providing helpdesk support to a dynamic environment.

Who is an ideal candidate for this position? The ideal candidate for this position is someone entering the IT field and desiring to learn in a dynamic environment. They will be able to follow instruction and posses critical thinking skills to troubleshoot a myriad of issues. This person must be a team player and communicate well with their peers and those whom they are supporting.

What is a typical day in this position? Reviewing, updating, and resolving existing help request tickets; communicating with users and instructing them in methods to resolve their issues; preparing desktop and mobile hardware for use; providing remote support for IT issues; communicating with team members regarding actions and resolutions taken.

What can I expect in the first 60-90 days? The candidate will learn about ITS, ITS Campus, and Facilities and Planning, Design &…