Department
This position is within FSU's Department of Information Technology Services (ITS)
Responsibilities
This position oversees the operations and management of College of Medicine Service Desk support activities to faculty, staff, and students.
Desk operations. Formulates policies and procedures to OIT Leadership Team for College-wide implementation. Develops and updates training materials for use at the College to include the creation of hardware and software procedural documentation. Maintains and organizes documentation of Service Desk policies and procedures. Conducts training sessions to improve technical and troubleshooting skills. Responsible for inventory database management.
Identifies and troubleshoots complex computer hardware and software application problems and unresolved problems that arise with computer peripherals, hardware malfunctions, classroom educational technology, and large format printing handled by the Service Desk team. Serves as technical lead for Service Desk team operations relating to desktop support.
Management of the Service Desk activities ensuring timely and effective problem resolution. Documents and monitors Service Desk operations and problems and develops technical procedures to improve efficiency and effectiveness of team operations. Responsible for maintaining efficient Service Desk operation including assignment of duties, performance evaluation, hiring and training staff.
Collaborates with other interdepartmental teams to identify and isolate issues working towards successful resolution. Promotes an atmosphere of teamwork in accomplishing the mission and goals of the department. Performs other duties as assigned.
Qualifications
Bachelor's degree in Information Technology, Computer Science, MIS, or other appropriate degree and four years' experience or a high school diploma/equivalent and appropriate experience equal to eight years? (Note: post-high school education can substitute for experience at the equivalent rate.)
Preferred Qualifications
Previous experience in a fast-paced IT help desk environment
Previous experience managing others and their workloads
Previous experience with ticketing systems such as Salesforce and TeamDynamix
Other Information
This position is part of the ITS Campus Team. The College of Medicine's Office of Information Technology, OIT or MED IT, serves to support the faculty, staff, and students in all areas requiring IT assistance, but specifically in these example areas: deployment of individual use computers, classroom technology, conference room technology, software support, administration of Audio Visual equipment and components, event support and live streaming, account support and maintenance, maintenance of departmental servers both on-premise and in the cloud, network support and troubleshooting, systems development and monitoring, development of specialized department software, database maintenance and support, IT purchasing and contract management, monitoring for cybersecurity threats, protection of privacy, and general IT consulting. Team members from MED IT have expertise in each of these areas and support the educational, research, clinical, and community outreach activities for the College of Medicine.
Helpful
Who is an ideal candidate for this position?
The ideal candidate is committed to the customer experience and providing the best support possible. We call this the "white glove treatment" at the College of Medicine. They enjoy coaching others in how to meet or exceed this level of commitment to the customer experience. They thrive in a fast-paced environment where every day brings a different problem to solve. Having been on the front lines of technical support, they know what is required to manage a Service Desk and ensure the team is closing tickets efficiently, effectively, and in a timely fashion. The ideal candidate is a team player who leads with clear communication and stepping up to help the team succeed.
What is a typical day in this position?
Every day brings something new, but there are common themes to this role. A typical day begins by ensuring that all classrooms and conference rooms have been checked for functionality first thing in the morning. From there, a review of tickets that are open and assigning them to staff. Reviewing reports and ensuring staff are updating tickets appropriately and seeing whether they need any assistance. Working with users on their technical support needs and solving problems. Attending meetings, whether internally for OIT, or with other groups in the college and around campus and developing reports and upcoming training materials.
What can I expect in the first 60-90 days?
The first 60-90 days will largely be spent shadowing your team members to immerse yourself in the systems and environment. You will meet with key stakeholders to learn about their needs and how the Service Desk can assist, as well as attend applicable training. You will work very closely with the Associate Director of IT and the IT Manager for Client Management to continue developing familiarity with your role and its relation to other departments.
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 Florida State University and our campuses .
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our FSU Total Compensation Calculato r 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 through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through 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.
Considerations
This is an A&P 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
This position oversees the operations and management of College of Medicine Service Desk support activities to faculty, staff, and students.
Desk operations. Formulates policies and procedures to OIT Leadership Team for College-wide implementation. Develops and updates training materials for use at the College to include the creation of hardware and software procedural documentation. Maintains and organizes documentation of Service Desk policies and procedures. Conducts training sessions to improve technical and troubleshooting skills. Responsible for inventory database management.
Identifies and troubleshoots complex computer hardware and software application problems and unresolved problems that arise with computer peripherals, hardware malfunctions, classroom educational technology, and large format printing handled by the Service Desk team. Serves as technical lead for Service Desk team operations relating to desktop support.
Management of the Service Desk activities ensuring timely and effective problem resolution. Documents and monitors Service Desk operations and problems and develops technical procedures to improve efficiency and effectiveness of team operations. Responsible for maintaining efficient Service Desk operation including assignment of duties, performance evaluation, hiring and training staff.
Collaborates with other interdepartmental teams to identify and isolate issues working towards successful resolution. Promotes an atmosphere of teamwork in accomplishing the mission and goals of the department. Performs other duties as assigned.
Qualifications
Bachelor's degree in Information Technology, Computer Science, MIS, or other appropriate degree and four years' experience or a high school diploma/equivalent and appropriate experience equal to eight years? (Note: post-high school education can substitute for experience at the equivalent rate.)
Preferred Qualifications
Previous experience in a fast-paced IT help desk environment
Previous experience managing others and their workloads
Previous experience with ticketing systems such as Salesforce and TeamDynamix
Other Information
This position is part of the ITS Campus Team. The College of Medicine's Office of Information Technology, OIT or MED IT, serves to support the faculty, staff, and students in all areas requiring IT assistance, but specifically in these example areas: deployment of individual use computers, classroom technology, conference room technology, software support, administration of Audio Visual equipment and components, event support and live streaming, account support and maintenance, maintenance of departmental servers both on-premise and in the cloud, network support and troubleshooting, systems development and monitoring, development of specialized department software, database maintenance and support, IT purchasing and contract management, monitoring for cybersecurity threats, protection of privacy, and general IT consulting. Team members from MED IT have expertise in each of these areas and support the educational, research, clinical, and community outreach activities for the College of Medicine.
Helpful
Who is an ideal candidate for this position?
The ideal candidate is committed to the customer experience and providing the best support possible. We call this the "white glove treatment" at the College of Medicine. They enjoy coaching others in how to meet or exceed this level of commitment to the customer experience. They thrive in a fast-paced environment where every day brings a different problem to solve. Having been on the front lines of technical support, they know what is required to manage a Service Desk and ensure the team is closing tickets efficiently, effectively, and in a timely fashion. The ideal candidate is a team player who leads with clear communication and stepping up to help the team succeed.
What is a typical day in this position?
Every day brings something new, but there are common themes to this role. A typical day begins by ensuring that all classrooms and conference rooms have been checked for functionality first thing in the morning. From there, a review of tickets that are open and assigning them to staff. Reviewing reports and ensuring staff are updating tickets appropriately and seeing whether they need any assistance. Working with users on their technical support needs and solving problems. Attending meetings, whether internally for OIT, or with other groups in the college and around campus and developing reports and upcoming training materials.
What can I expect in the first 60-90 days?
The first 60-90 days will largely be spent shadowing your team members to immerse yourself in the systems and environment. You will meet with key stakeholders to learn about their needs and how the Service Desk can assist, as well as attend applicable training. You will work very closely with the Associate Director of IT and the IT Manager for Client Management to continue developing familiarity with your role and its relation to other departments.
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 Florida State University and our campuses .
FSU Total Rewards
FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs.
Use our FSU Total Compensation Calculato r 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 through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through 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.
Considerations
This is an A&P position.
This position requires successful completion of a criminal history background check .
Equal Employment Opportunity
FSU is an Equal Employment Opportunity Employer.