IT Support Specialist

Department

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

Responsibilities

ITS-ITAPP provides technology support and services for the FSU Panama City campus, including end-user support, device management, classroom technology, and event support for faculty, staff, and students.

ITS-ITAPP (Information Technology Administration Partnership Program) partnership to deliver information technology services for the FSU Panama City Campus located in Panama City, Florida. Serves as the first point of contact relating to the distribution and support of information technology resources, providing problem solving and debugging along with delivering user support to faculty, staff and students. Reports to the on-site ITS-ITAPP manager to consolidate services, leveraging centrally funded/managed systems and personnel.

Provides general technology customer support and problem resolution. Responsible for troubleshooting and mitigating complex problems related to computer hardware and computer software applications. Performs initial computer hardware and software setup. Provides diagnosis, testing, repair, installation, and maintenance of computer workstations, printers, smart phones and tablets. Collaborates with the ITAPP manager and ITS-CTS [Computing Technology Services] to execute standardized workstation support practices and strategies to foster teamwork, and ensure continuity of services.

Serves as liaison with university-wide subject matter experts. Must possess independent judgment and be knowledgeable in a broad, constantly evolving assortment of IT policies, procedures and technologies. Under the direction of the ITAPP manager, evaluates available and emerging technologies and determines if they are suitable for implementation.

Responsible for configuration and installation of new equipment and software. Provides training to employees in the use of equipment, software applications, and systems. Assists with administration and support of computer labs and associated multimedia equipment. Assists with troubleshooting end-user issues relating to telephone system instruments, digital signage, videoconferencing, and remote connectivity of computers. Provide customer support via telephone, remote access tools, in person, and e-mail.

Provides technical support for event conferences, teleconferences and webinars. Some events will require occasional support outside of normal business hours. Responsible for the continual operation and maintenance of media equipment that includes projectors, televisions, digital displays, technology podiums, sound systems, video-equipment, and document cameras. Routinely tests and reviews media equipment for quality control and reliability.

Assists in properly tracking inventory. Monitors supplies and equipment inventories. Sanitizes equipment to be sent to surplus

Uses automated help desk tracking system and other record keeping procedures relating to responsibilities. Under the direction of the ITAPP manager, provide reports to demonstrate progress in reaching various goals and objectives.

Under the direction of the ITAPP manager, provide guidance and training for OPS technicians. On occasion, a state vehicle will be used to reach the FSU Tallahassee campus or other sites in Panama City. A valid driver's license will be required to operate a vehicle.

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.

Qualifications

Bachelor's degree or a high school diploma or equivalent and four years of experience. (

Note:

or a combination of post high school education and experience equal to four years.)

Preferred Qualifications

A bachelor's degree in technology, or CompTIA A+, Network+, and Security+ Certifications or three years of experience in the IT field.

Strong organizational, analytical, and communication skills desired.

Ability to multitask within a fast-paced work environment.

Experience implementing and/or supporting new initiatives (policy, technology, procedure, etc.).

Experience with various classroom technology and operations and application processing.

Helpful

Who is an ideal candidate for this position?

The ideal candidate is a motivated and customer-service-oriented IT professional with strong technical troubleshooting skills, experience supporting end-user technologies, and the ability to work independently while collaborating effectively with campus and university IT teams.

What is a typical day in this position?

The candidate will have the daily opportunity to demonstrate a diverse knowledge supporting students, faculty, and

staff in many different areas of technology.

What can I expect in the first 60-90 days?

The candidate should expect to learn about classroom technology support, deploying and troubleshooting

desktop/laptop machines, setup of audio/video equipment for…