Service Desk Support Tech

Service Desk Support Tech (Multiple Vacancies)

Join to apply for the Service Desk Support Tech (Multiple Vacancies) role at Florida State University

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

• Support in a call center environment. Provide timely and effective customer service and resolution at first contact via phone calls, email, workflow and online chats.
• Translate customer needs and ensure appropriate submission and accurate completion of all requests into the appropriate workflow.
• Assist with technical troubleshooting for the IT Services suite, including desktop, application, networking (wired and wireless), account management, login issues, email, etc.
• Fulfill or route requests to appropriate IT provider group(s) following guidelines.
• Data entry, quality assurance of customer info, statistical data, and reporting to support ITS workflow system(s).
• Create and maintain documentation of procedures, tip sheets, training aids, knowledge base, and job aids for continuous service improvement.
• Participate in training/testing initiatives related to new releases and changes to services/systems.
• Participate in campaigns with the University community via phone, email, web tools.
• Other duties and special projects as necessary; collaborate with all areas of the ITS Service Center.
• Perform duties in compliance with ITS policies, guidelines, and processes (support requests, work orders, project management, change management, incident management).

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

• Experience working in a Call Center environment.
• Exceptional attendance record, great time management skills and a self-starter.

Excellent customer service skills, dependable, enjoys working in a fast‑paced team environment, and exceeds expectations.

Florida State University is one of the nation's elite research universities, founded in 1851. The university focuses on the sciences, technology, arts, humanities and professional studies.

FSU is an Equal Employment Opportunity Employer.

Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only.

• Entry level

• Full-time

• Information Technology

• Higher Education