Florida State University
Department
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
Dual Reporting: Anne's College of Education, Health, and Human Sciences and ITS-ITAPP [Information Technology Administration Partnership Program] partnership to deliver information technology services to the College of Education. Reports to ITS to consolidate services, leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and/or modification of College of Education IT systems. Ensures all software, hardware, and technical information is processed per established processes and procedures. Serves as a primary customer contact regarding problem definition, resolution, and prevention of IT hardware and software issues.
Reports to the onsite IT Manager and is responsible for troubleshooting and mitigating problems related to computer hardware and software applications. Includes both customer telephone support as well as electronically submitted requests.
Performs remote troubleshooting through diagnostic techniques and pertinent questions. Ensures effective and efficient daily operations of hardware, software, peripheral equipment, and various educational technologies for Anne's College users following the design and installation specifications.
Maintains detailed records of daily communication, reports problems, remedial action taken, and installation activities by entering complete and accurate information into the ticketing system. Follows and maintains documentation in the OIIT operations manual and offers solutions/suggestions for improvement in execution.
Reviews technical manuals/resources, confers with users regarding computer software and hardware operations, and conducts diagnostics to investigate, resolve, and prevent IT problems. Interfaces with and educates faculty, staff, and students as necessary to provide a consistent baseline in technical knowledge and abilities.
Creates job aids as needed in various formats to meet user needs.
Liaises with ITS to manage the Anne's College computing resources in the FSU Active Directory, email, network, network print services, and other services provided by ITS. Establishes professional relationships with other ITS personnel and, as part of the ITAPP organization, works with other units and provides technical expertise as needed.
Qualifications
High School diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.
A valid Florida or Georgia driver's license or the ability to obtain one
Preferred Qualifications
Experience using MacOS and iOS devices, including Macbook, iPad, and iPhone
Experience using Windows 10 and Windows 11
Experience using Office 365 suite, including MS Teams, MS Outlook, MS Word, MS Excel and MS Powerpoint
Experience installing applications on MS Windows and MacOS computers
Experience installing computer peripheral devices such as printers and scanners
Experience using Mobile Device Management tools i.e. Intune, Mosyle
Experience using cloud storage solutions such as MS One Drive, Google Drive, and Dropbox
Other Information
ITAPP is a technology collaboration program that assists individual colleges and departments at FSU with the management of IT resources.
Each ITAPP partnership is unique to the unit it supports, and our team of professionals develops a customized technology management plan that aligns with the unit's overall strategic direction. By understanding each unit's distinct needs, the partnership focuses on what the unit can address internally and how ITS can assist in providing consistent support. The unit maintains ownership of its IT resources and collaborates with ITS to manage its IT environment.
The Office of Information Technology (OIT) at Anne Spencer Dave's College of Education, Health, and Human Sciences supports all the technology needs of the six departments within the college: School of Teacher Education, Educational Psychology and Learning Systems, Educational Leadership and Policy Studies, Sport Management, Human Development and Family Science, and Health, Nutrition, and Food Science. OIT supports hardware and software procurement, lifecycle planning and replacement, classroom audio video equipment, specialized research computing and instruments, server support and storage solutions, and desktop support.
Helpful
This position requires a motivated individual who is interested in an IT career. To be successful, the candidate must possess great organizational skills and excellent customer service, and communication skills. Prior experience in education and the customer service industry is more paramount than a technical background.
Some of the regular tasks of a Technology Support Analyst at Anne's College include:
Monitoring our customer support queue (help desk tickets) in our Salesforce CRM to respond to requests.
Preparing new computers for first time use.
Installing or troubleshooting computer hardware for students and employees.
Attending team training sessions and group meetings.
Organizing shop hardware, surplus storage and spare materials.
Assisting with setup and maintenance of specialized applications and hardware in classrooms, conference spaces and digital signage
Working closely with ITS subject matter experts.
Explore new or innovative ways where information technologies can help achieve educational, research, and business goals.
During the first 60-90 days, the person selected for this position will learn about ITAPP and Anne's College and become familiar with the Anne's College faculty and staff and our approach to service.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about our university and campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive too l to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Veterans' Preference
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.
IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.
Click the links for eligibility information and required documentation , or call FSU Human Resources at (850) 644-6034 .
Considerations
This is an USPS (University Support Personnel System) position.
This position requires successful completion of a criminal history background check .
Equal Employment Opportunity
FSU is an Equal Employment Opportunity Employer.
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
Dual Reporting: Anne's College of Education, Health, and Human Sciences and ITS-ITAPP [Information Technology Administration Partnership Program] partnership to deliver information technology services to the College of Education. Reports to ITS to consolidate services, leveraging centrally funded/managed systems and personnel. Performs installation, maintenance, and/or modification of College of Education IT systems. Ensures all software, hardware, and technical information is processed per established processes and procedures. Serves as a primary customer contact regarding problem definition, resolution, and prevention of IT hardware and software issues.
Reports to the onsite IT Manager and is responsible for troubleshooting and mitigating problems related to computer hardware and software applications. Includes both customer telephone support as well as electronically submitted requests.
Performs remote troubleshooting through diagnostic techniques and pertinent questions. Ensures effective and efficient daily operations of hardware, software, peripheral equipment, and various educational technologies for Anne's College users following the design and installation specifications.
Maintains detailed records of daily communication, reports problems, remedial action taken, and installation activities by entering complete and accurate information into the ticketing system. Follows and maintains documentation in the OIIT operations manual and offers solutions/suggestions for improvement in execution.
Reviews technical manuals/resources, confers with users regarding computer software and hardware operations, and conducts diagnostics to investigate, resolve, and prevent IT problems. Interfaces with and educates faculty, staff, and students as necessary to provide a consistent baseline in technical knowledge and abilities.
Creates job aids as needed in various formats to meet user needs.
Liaises with ITS to manage the Anne's College computing resources in the FSU Active Directory, email, network, network print services, and other services provided by ITS. Establishes professional relationships with other ITS personnel and, as part of the ITAPP organization, works with other units and provides technical expertise as needed.
Qualifications
High School diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.
A valid Florida or Georgia driver's license or the ability to obtain one
Preferred Qualifications
Experience using MacOS and iOS devices, including Macbook, iPad, and iPhone
Experience using Windows 10 and Windows 11
Experience using Office 365 suite, including MS Teams, MS Outlook, MS Word, MS Excel and MS Powerpoint
Experience installing applications on MS Windows and MacOS computers
Experience installing computer peripheral devices such as printers and scanners
Experience using Mobile Device Management tools i.e. Intune, Mosyle
Experience using cloud storage solutions such as MS One Drive, Google Drive, and Dropbox
Other Information
ITAPP is a technology collaboration program that assists individual colleges and departments at FSU with the management of IT resources.
Each ITAPP partnership is unique to the unit it supports, and our team of professionals develops a customized technology management plan that aligns with the unit's overall strategic direction. By understanding each unit's distinct needs, the partnership focuses on what the unit can address internally and how ITS can assist in providing consistent support. The unit maintains ownership of its IT resources and collaborates with ITS to manage its IT environment.
The Office of Information Technology (OIT) at Anne Spencer Dave's College of Education, Health, and Human Sciences supports all the technology needs of the six departments within the college: School of Teacher Education, Educational Psychology and Learning Systems, Educational Leadership and Policy Studies, Sport Management, Human Development and Family Science, and Health, Nutrition, and Food Science. OIT supports hardware and software procurement, lifecycle planning and replacement, classroom audio video equipment, specialized research computing and instruments, server support and storage solutions, and desktop support.
Helpful
This position requires a motivated individual who is interested in an IT career. To be successful, the candidate must possess great organizational skills and excellent customer service, and communication skills. Prior experience in education and the customer service industry is more paramount than a technical background.
Some of the regular tasks of a Technology Support Analyst at Anne's College include:
Monitoring our customer support queue (help desk tickets) in our Salesforce CRM to respond to requests.
Preparing new computers for first time use.
Installing or troubleshooting computer hardware for students and employees.
Attending team training sessions and group meetings.
Organizing shop hardware, surplus storage and spare materials.
Assisting with setup and maintenance of specialized applications and hardware in classrooms, conference spaces and digital signage
Working closely with ITS subject matter experts.
Explore new or innovative ways where information technologies can help achieve educational, research, and business goals.
During the first 60-90 days, the person selected for this position will learn about ITAPP and Anne's College and become familiar with the Anne's College faculty and staff and our approach to service.
University Information
One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!
Learn more about our university and campuses.
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our interactive too l to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.
How To Apply
If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.
Veterans' Preference
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.
IMPORTANT: To claim Veterans' Preference, select "yes" to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date.
Click the links for eligibility information and required documentation , or call FSU Human Resources at (850) 644-6034 .
Considerations
This is an USPS (University Support Personnel System) position.
This position requires successful completion of a criminal history background check .
Equal Employment Opportunity
FSU is an Equal Employment Opportunity Employer.