Technology Support Specialist II

The Technology Support Specialist is responsible tier 1 and 2 day-to-day operation of the Technology Support Center’s functions and works with student workers to support Florida Tech end-user technology. This specialty covers the delivery of support services including installations, consultations, troubleshooting, user assistance, and training for Florida Tech employees and students.

• Troubleshoot technical issues and respond to service requests following agreed procedures.
• Follow ticket escalation procedures for tier III support resolution
• Ensure that the student support staff have been trained and updated to help support all technology related issues and concerns from end-users.
• Assists with student technician work schedules.
• Track support ticket progress and oversee incident workflows to ensure fast resolution of issues and requests.
• Log incidents and service requests and maintain relevant records:
  Identify and classify incident types and service interruptions Record incidents by cataloging by symptom and service offering
• Provide tier 1 and tier 2 customer support for all IT related services
• Assist with employee onboarding and offboarding including computer setup and training.
• Execute routine activities of Information Technology such as shipping and receiving of hardware.
• Assist to develop and lead training sessions for faculty, staff, and students.
• Assist in maintaining IT hardware and software inventories
• Assist with the creation of training materials for IT staff and University-wide use.
• Propose services, applications, and procedures to improve or assist with business processes.
• Assist in maintaining documentation of IT standard operating procedures for the institution.
• Enforce security practices and controls according to institutional policy and industry best practices.
• Collaborate with IT staff and leadership to enhance IT services for the Florida Tech community.
• Perform other job-related duties as assigned.

• 1-3 years of experience in related field
• Previous experience working in a fast-paced team environment
• Preferred – Associate Degree or Bachelor’s Degree in Management Information Systems or other equivalent combination of education and experience
• Strong customer service skills
• Strong analytical skills and attention to detail
• Ability to interact professionally and effectively across all levels of an organization to conduct training sessions and resolve technical support issues
• Strong knowledge of PC systems and MAC systems (desktop and laptops)
• Experience supporting mobile devices
• Ability to prioritize multiple projects and tasks and work independently with little supervision
• Experience entering/tracking tickets in incident management systems
• Extensive experiencing using and supporting Microsoft Office components including Word, Excel, Outlook and the Office 365 cloud-based tools
• Ability to read, interpret, and apply technical documentation
• Perform job duties with the utmost integrity and adherence to institutional policy

Equal Opportunity Florida Institute of Technology does not discriminate on the basis of race, color, national or ethnic origin, religion, disability, age, genetic information, marital status, citizenship status, veteran status, and other legally protected characteristics in its activities and programs. In accordance with Title IX of the Education Amendments of 1972, Florida Tech does not discriminate on the basis of sex.

Inquiries concerning the application of the Non-Discrimination and Anti-Harassment policy may be directed to the Equal Opportunity Director and Investigator at 150 West University Blvd, Melbourne, FL 32901, or email equalopp, or ; or to the U.S. Department of Education Office for Civil Rights. Americans with Disabilities…